The seller isn't answering

Being ignored after you've paid is frustrating. Here's what you can do.

Step 1: write to the seller's support email

1. Open your order. If you can't find it, see find your purchase.
2. Under Receipt, next to Need help?, use the email address shown.
3. Include your order number and say clearly what you need.
4. Check your spam folder for their answer, and keep a copy of what you sent.

Step 2: tell us on the Report page

If you still hear nothing, go to the Report page.

1. Under What are you reporting?, choose A storefront or A product.
2. Under Reason, choose Fraud or non-delivery if you didn't get what you paid for. Otherwise choose Something else.
3. Under Link or ID, paste the store or product address. If you don't have it, type the seller's name from your order page.
4. Under What's wrong?, give the seller's name, your order number, what happened and when you wrote to them. Leave out card details and your private order link.
5. Add Your email so we can follow up, then select Send report.

What we do with a report

Your report goes to a person, and we review every one. If you left an email, we may contact you for details.

Sellers agree to our Seller Rules, which include delivering what they sold, answering buyers and handling refunds fairly. If a store breaks those rules, we may remove content, unpublish products, restrict payouts through Stripe or suspend the account.

What a report can't do

We want to be straight with you. You bought from the seller, and Dockstall isn't a party to the sale. The payment went to the seller's own Stripe account. So we can't promise a refund or a particular result, and refunds stay the seller's decision.

The Buyer Terms explain how refunds and problems work.