In this article, we will discuss how to get a refund or replacement if you receive a defective product. The main approach is to open a dispute on the order.

A Little About the Rules for Opening and Processing Disputes

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• Before making a purchase, be sure to read the store’s rules. If you fail to follow them, the seller has the right to deny your refund.

• Many stores have an important rule: refunds or replacements are only provided if there is a video from the moment of purchase until the item is verified.

• Always record a video from the moment of purchase — this will make resolving the dispute much easier and faster. The seller can confirm that the issue existed before the item was sold.

• A dispute can be opened within the warranty period — a minimum of 1 hour after purchasing an account. Different stores set different warranty periods, but it cannot be less than 1 hour.

• By making a purchase, you automatically agree to the store’s rules. If you do not have a video, you may be denied a refund or replacement.

• If one of the parties does not respond within 24 hours, the dispute will be closed. For example, if the seller leaves a message and you don’t respond within 24 hours, the dispute will be closed in their favor. If the seller doesn’t respond, your payment will be fully refunded.

How to Open a Dispute for Hstock Users?

Go to «Profile» —> «Orders».

Click the "Open Dispute" button.

In the dispute window, provide detailed information about the issue and attach a video from the moment of purchase. Click "Submit."️

Important! Videos cannot be attached directly to disputes, so they need to be uploaded to a file-sharing platform, such as http://mega.nz/ or https://www.youtube.com/, and a link to the video must be provided.

Before sending the link, make sure that privacy settings allow access to the video so that the seller and marketplace administration can view it.

Wait for the seller’s response and the resolution of your issue!

Additional Features in the Dispute Window

1. Closing a Dispute

If the seller refunds the full amount for the order, the dispute will automatically close. In some cases, partial refunds may be given for certain orders.

If the seller has issued a partial refund, or you simply want to close the dispute, you can manually close it by clicking the "Finish Dispute" button.

Important! If you close a dispute, it cannot be reopened.

2. Inviting Administration to the Dispute

If you are unable to resolve the issue with the seller, you can invite the administration. They will analyze the situation and the evidence provided and make a decision.

Note: Administration can only be invited 24 hours after the dispute has been opened by clicking the "Invite Administration" button.

How to Open a Dispute for SMS-Activate Users?

Rules for Opening and Managing Disputes

• A dispute can be opened within the warranty period — at least 1 hour after purchasing an account.

• On SMS-Activate, accounts are provided via stores on the hStock platform, so all store rules apply to these items.

• Key rule: always record a video from the moment of purchase — this will significantly speed up dispute resolution.

• If one of the parties does not respond within 24 hours, the dispute will be closed. If the seller does not respond within 24 hours, the money will be refunded to you.

• If the seller issues a refund, the funds will be returned to your SMS-Activate balance, not to hStock.

Opening a Dispute

If there are problems with the purchased account, you must open a dispute. After purchasing an account on SMS-Activate, a profile is automatically created for you on hStock.
Go to https://hstock.org/ru/login and click "Login."

On the login page, click «Quick login with SMS-Activate account» and link your account through the email link you receive.

Go to «Profile» —> «Orders».

Click the "Open Dispute" button.

In the dispute window, provide detailed information about the issue and attach a video from the moment of purchase. Click "Submit."️

Important! Videos cannot be attached directly to disputes, so they need to be uploaded to a file-sharing platform, such as http://mega.nz/ or https://www.youtube.com/, and a link to the video must be provided.

Before sending the link, make sure that privacy settings allow access to the video so that the seller and marketplace administration can view it.

Wait for the seller’s response and the resolution of your issue!

Additional Features in the Dispute Window

1. Closing the Dispute

If the seller refunds the full amount, the dispute will automatically close. In some cases, partial refunds may be made for specific orders.

If the seller has issued a partial refund or you simply want to finish the dispute, you can manually close it by clicking the "Finish Dispute" button.

Important! Once you close a dispute, you cannot reopen it.

2. Inviting Administration to the Dispute

If you are unable to resolve the issue with the seller, you can invite the administration. They will analyze the situation and the provided evidence, then make a decision.

Note: You can invite the administration only after 24 hours of opening the dispute by clicking the "Invite Administration" button.

Conclusion

1. Always record the purchase process: We recommend always recording a video from the moment of purchase until you verify the product. This will greatly simplify the process of returning or replacing a product if an issue arises.

2. Open disputes in a timely manner: If there is an issue with your order, do not delay opening a dispute. Do it within the warranty period to avoid losing your right to compensation.

3. Respond promptly: It is recommended to carefully monitor messages from the seller and respond promptly. This will help avoid the automatic closure of a dispute.

4. Use external file-sharing platforms for evidence: Since videos cannot be attached directly to disputes, prepare by uploading them to platforms like Mega.nz or YouTube, and make sure the video is accessible.

5. Do not hesitate to involve the administration: If the issue cannot be resolved with the seller, we recommend inviting the administration 24 hours after opening the dispute to get an objective decision.

By following these recommendations, you significantly increase your chances of successfully resolving an issue with your order.

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