How to open a dispute on Mercado Facinho

To open a dispute, go to "My purchases", choose the purchase and start the dispute, describing the problem and attaching screenshots. You can only open one within the warranty period and before confirming receipt.

For the Facinho Smurfs store, support resolves it by chat: see Facinho Smurfs store warranty: 7 days and replacement.

When to open one

Open a dispute if, within the warranty, something like this happens:

• the account details don't work;
• the account is different from the listing;
• the seller didn't deliver on time;
• the account had a problem covered by the listing's warranty.

Before that, try to sort it out in the order chat. Often the seller fixes it right away.

Step by step

1. Sign in to Mercado Facinho.
2. Open "My purchases".
3. Choose the purchase with the problem.
4. Start the dispute.
5. Describe what happened, with dates and details.
6. Attach screenshots: the error message, the login screen, the conversation in the order chat.
7. Submit.

What happens next

• The amount is held while the dispute is open. The seller is not paid.
• The seller can also send their version and evidence.
• The team reads the evidence from both parties and decides.
• The review starts within 24 business hours of opening the dispute.
• If the decision is in your favor, the refund goes back in the currency of the payment.

Tips

• Be objective and attach all your evidence at once.
• Don't confirm receipt if the problem hasn't been resolved yet: confirming ends the possibility of a dispute.
• Keep the whole conversation inside the platform, in the order chat.

I'm the seller

If a dispute was opened against you, reply in the order chat and attach your evidence. If the buyer confirms receipt, the dispute is closed.