Dispute Process

Dispute Process

How can I add evidence or update my dispute?

To update your dispute, please follow the below steps:
Step 1: Sign into My Orders and find your order
Step 2: Click Dispute in Progress
Step 3: Check whether Boka Mall or the Boka Mall has already proposed a solution

You can choose to accept or reject a proposal
To update your proposal, please click Edit
To offer more evidence to support your claim, please click Upload Evidence. You can upload files in .jpg, .jpeg, .bmp or .png (2MB max).
Please note:
To find out more about this process and what documents to upload, please contact customer service.If the pages doesn’t work, please contact us Here.

I received my order after getting a refund. What should I do?

If you receive an item after the system has processed your refund, please contact Boka Mall to resolve the issue. To contact Boka Mall, please click Contact Us to send them a message.

How do I cancel a dispute?

To cancel a dispute, please follow the steps below:
Step 1: Sign into My Orders and locate your order
Step 2: Click Dispute in Progress
Step 3: Click the Cancel Dispute button to cancel the dispute

Note that if you cancel a dispute, the payment will be released to Boka Mall.

I am not satisfied with a dispute result. What can I do?

If your dispute was closed by our Case Management Team but you are not satisfied with the result, you are can click Appeal to appeal the result within 7 days of the case closing.

I am having trouble opening a dispute. What should I do?

If you have difficulties opening a dispute, please check the below possible reasons:

1. The Buyer Protection period may be over
Please note that you can open a dispute on the 11th day after Boka Mall has sent out your order and within 15 days of the order’s completion.

2. There are errors in the dispute form
The dispute form only supports English characters. Please remove any non-English characters and punctuation in the form.

3. The form includes an unsupported file type
Supported file types that can be added in the dispute form include: .jpg, .jpeg, .bmp, .gif, and .png. Each document should be less than 2MB. Please note that word documents, excel sheets and other file types are not supported.

If you have already added an attachment but still receive a “Please add attachments” notification, please compress the picture and upload it again.If the pages doesn’t work, please contact us Here.

I haven’t received my package 30 business days after shipment.

Most likely your package is delayed due to an unforeseen situation. Please wait a 5-10 more business days. If the package still doesn’t arrive then please contact us.

If your package has a tracking number then please checks your country’s postal service website for the latest information.

If you find the tracking number is invalid, it may be because the shipping company needs 3 to 7 days to update the shipping status. You can also contact the Boka Mall for more shipping information. You may leave a message on the order details page or Contact Us on order list page.