Dispute Resolution Policy
Draft for legal review. Not yet reviewed by a solicitor.
What we can help with
Because MySwapShop is not a party to any trade and does not process payments between users, we cannot refund money paid between users or compel a user to complete or reverse a trade. We can investigate reports, take account-level action, and share relevant listing/message records to support an external claim.
Step 1 — Resolve directly
Raise the issue with the other user via messaging first, giving a reasonable chance to put things right.
Step 2 — Report it to us
Use the "Report" option on the listing or trade. We investigate and can suspend or remove accounts that breach our Terms. We aim to respond within 5 working days.
Step 3 — Independent resolution
For unresolved disputes, we'll point both users to an independent Alternative Dispute Resolution provider, or the small claims track for UK consumers.
Report a listing or user
Log in to submit a report.