1Evidence
Open a case
A buyer can open a dispute if a streetwear item does not arrive, arrives damaged, or materially differs from the listing.
TBD policy: disputes should be opened within 48 hours of tracked delivery or delivery confirmation.
Disputes and appeals
A clearer dispute path for streetwear orders.
If a piece does not arrive, arrives damaged, or materially differs from the listing, buyers and sellers need a calm process. Cout*re is documenting that process before launch.
Dispute process
Clear evidence. Held payment. A visible appeal path.
Cout*re is being designed for UK streetwear orders where trust matters: condition, authenticity signals, tracking, and delivery all need a calm process if something goes wrong.
What you need to prove a case.
The dispute flow is built around evidence instead of back-and-forth noise. Photos, tracking, packaging, labels, item condition, and messages help the team understand what happened quickly.
Item photos and defect close-ups
Tracking number and delivery scan
Packaging photos and proof of postage
Original listing, condition notes, and messages
Policy numbers shown here are placeholder-but-specific for launch planning and marked TBD until the final terms are published.
2Evidence
Upload evidence
Evidence should include clear photos of the item, packaging, labels, defects, tracking status, delivery scans, and the original listing details.
For sellers, keep proof of postage, tracking, packaging photos, and any condition photos taken before shipping.
3Escrow
Payment stays held
Payment is held in a protected account flow until the buyer confirms receipt or the dispute is resolved. It is not released immediately after checkout.
TBD policy: standard held-payment release happens after buyer confirmation or after the review window closes.
43 business days
Decision and appeal
Cout*re reviews the evidence and gives a decision target of 3 business days for standard cases.
TBD policy: if either side disagrees, they can appeal once with new evidence within 48 hours of the decision.
What evidence is needed?
Clear item photos, defect close-ups, packaging photos, tracking number, delivery scan, proof of postage, original listing details, condition notes, and relevant messages.
How long does a decision take?
The current target is 3 business days for standard cases. This is a placeholder-but-specific policy number and remains TBD until final terms are published.
What happens to payment?
Payment stays held until the buyer confirms receipt or the dispute is resolved. That means the seller is not paid immediately after checkout if the order is still unresolved.
What is the appeal path?
The planned launch policy allows either side to appeal once with new evidence within 48 hours of the decision. This appeal window is still TBD policy.
Questions
Useful before joining.
Can sellers provide evidence too?
Yes. Sellers should keep proof of postage, tracking, packaging photos, condition photos, and messages in case a dispute opens.
Are the dispute timings final?
No. The 3 business day target and 48 hour appeal window are placeholder policy numbers until final terms are published.
Get on the Cout*re list.
Early access members reserve £5 account credit for launch orders of £20 or more.
Join early access