How Returns and Disputes Work on Koukan: Complete Buyer & Seller Guide
Buying used PC parts carries real risk. A GPU can arrive with more artifacting than advertised. A CPU cooler might be missing mounting hardware. A storage drive could show a SMART health score the seller never mentioned. When these situations arise, Koukan's dispute system gives buyers a structured, protected way to seek a resolution — and gives sellers a fair process to respond.
This guide explains the complete dispute lifecycle on Koukan, from the moment you decide something isn't right through to final resolution — whether that ends in a return, a partial refund, or a case being closed in the seller's favour. Both buyers and sellers should understand every stage before a problem ever arises.
How Escrow Protects Every Transaction
When a buyer pays for a listing on Koukan, the funds do not go straight to the seller. Instead, they are held in escrow — a neutral holding state — until the transaction is confirmed complete. Funds are only released to the seller once one of two things happens:
Buyer confirms delivery
The buyer marks the order as received and satisfactory. Funds release immediately.
Auto-release after 3 days
If the buyer takes no action within 3 days of confirmed dispatch, funds release automatically.
Dispute freezes release
If a dispute is opened before auto-release, funds remain frozen until the case is resolved.
This structure is fundamental to buyer protection. Because funds never leave Koukan until both parties are satisfied, there is always something to refund if a legitimate problem is found. Compare this to bank transfer or cash-on-delivery platforms where buyers have no practical recourse once a payment clears.
For a detailed explanation of how funds move after a successful sale, see our seller payout schedule guide.
What Qualifies as a Valid Dispute
Not every dissatisfaction is a valid dispute. Koukan's dispute system is designed to address concrete, verifiable problems — not subjective preferences. The following are accepted grounds for opening a dispute:
Item Not as Described
The part has visible damage, cosmetic defects, or missing components not disclosed in the listing. Includes hidden faults discovered on testing.
Item Not Working
The component does not function as expected — fails to POST, shows display errors, is not detected by the system, or fails hardware diagnostic tests.
Item Not Received
Tracking shows delivered but the item was not received, or tracking has stalled without delivery confirmation after the estimated window.
Wrong Item Sent
The item received is materially different from what was listed — different model, generation, capacity, or specification.
How to Open a Dispute as a Buyer
Disputes must be opened before the auto-release window expires — within 3 days of the tracking showing your order as delivered. Once funds have been released to the seller, Koukan cannot reverse the payment, and you would need to pursue a chargeback through your card issuer directly.
Inspect every part thoroughly on arrival — photo evidence captured before unpacking is your strongest asset in a dispute.
Follow these steps to raise a dispute:
- 1
Go to your Orders page
Log in to Koukan and navigate to My Account → Orders. Find the relevant order.
- 2
Click "Raise a Dispute"
The option appears on any order that has been dispatched but not yet auto-released. It will show as "Raise Dispute" next to the order.
- 3
Select the dispute reason
Choose from the dropdown: Item Not as Described, Item Not Working, Item Not Received, or Wrong Item Sent.
- 4
Describe the problem
Write a clear, factual description. Avoid emotional language. Stick to what is objectively wrong — model numbers, observed faults, test results.
- 5
Upload evidence
Attach photos or video of the issue. If the item doesn't work, a short video of a failed POST or diagnostic tool output carries significant weight.
- 6
Submit and wait for seller response
The seller has 48 hours to respond. You will be notified by email when they reply. Koukan freezes the funds immediately on submission.
What Happens After You Open a Dispute
Once a dispute is submitted, the order enters a structured review period. Here is what each party should expect:
Hours 0–48: Seller Response Window
The seller receives a notification and has 48 hours to respond. They can: accept the return and offer a full refund, propose a partial refund if the issue is minor, contest the dispute with counter-evidence, or request more information.
Hours 48–96: Negotiation Period
If the seller responds, both parties can message within the dispute thread to reach a mutual agreement. Many disputes resolve here — a seller might offer a partial refund for a minor cosmetic issue, which the buyer accepts to avoid the return logistics.
After 96 Hours: Escalation Option
If no agreement is reached within 96 hours of opening the dispute, either party can escalate to the Koukan review team. A human moderator will review all evidence submitted by both sides and issue a binding decision.
Seller No-Response: Automatic Buyer Win
If the seller does not respond within 48 hours, the dispute is automatically escalated and the buyer's evidence is treated as uncontested. In most cases this results in a full refund.
How Koukan Reviews Escalated Disputes
When a dispute is escalated to Koukan, a human review team examines the full evidence record. The process is designed to be impartial: both the buyer's submission and the seller's counter-evidence receive equal consideration.
The review team evaluates:
- The original listing description, photos, and stated condition
- Buyer's submitted photos, video, and written description of the fault
- Seller's counter-evidence and any additional context provided
- Delivery tracking status and carrier confirmation
- The seller's account history — dispute rate, feedback score, and fulfilment record
- Any diagnostic tool output (SMART reports, GPU test results, Memtest logs)
Reviews are typically completed within 3 business days of escalation. The outcome is one of four decisions:
Buyer receives 100% of payment. Seller arranges return collection or waives return requirement for low-value items.
A percentage is returned to reflect the degree of the fault or mismatch, while the buyer retains the item.
Evidence does not support the claim. Funds release to the seller. Buyer may still pursue a chargeback via their card issuer independently.
Buyer returns the item tracked, and the refund is issued on receipt by the seller or confirmed return delivery.
Seller Guide: How to Respond to a Dispute
Receiving a dispute notification does not mean you have already lost. Sellers who respond promptly with clear counter-evidence regularly see disputes resolved in their favour — or negotiate a partial refund that both parties consider fair.
What to do immediately:
Respond within 24 hours, not 48. Prompt responses signal good faith and often lead to faster, more favourable outcomes.
Pull your pre-sale photos. If you photographed the item before listing, submit those photos as evidence of its condition at the point of dispatch.
Provide your dispatch evidence — tracking number, proof of postage receipt, packaging photos.
Consider a reasonable partial refund proactively. Offering 10–20% on a minor cosmetic complaint often closes a case faster than contesting it and risking a full escalation.
Stay factual and professional. Koukan's reviewers read dispute threads closely. Emotional responses or dismissive replies are noted.
For broader guidance on listing accurately and fulfilling orders professionally, read the complete Koukan seller guide.
Dispute Timeline at a Glance
Buyer opens dispute. Funds frozen immediately. Seller notified.
Seller response window. Seller replies, contests, or proposes resolution.
Negotiation period. Both parties can message to reach mutual agreement.
Escalation becomes available if no resolution. Koukan review team assigned.
Koukan review completed. Binding decision issued. Funds released accordingly.
Tips for Buyers: Building a Strong Dispute Case
The strength of a dispute case is almost entirely determined by the quality of evidence. These practices maximise your chances of a successful outcome:
Film the unboxing
A continuous video of opening the parcel — showing the outer packaging, bubble wrap, and the item as it emerges — is close to irrefutable evidence of arrival condition.
Run diagnostic tools
For GPUs, use 3DMark or FurMark and screenshot the artefacts or crash. For storage, attach a CrystalDiskInfo or SMART report. For RAM, share a failed Memtest86 log. Objective test data is far more persuasive than description alone.
Screenshot the original listing
If you believe the listing misrepresented the item, capture the original listing text and photos immediately. Sellers cannot edit listings after an order is placed, but having your own copy removes any ambiguity.
Be specific and factual in your description
"The RTX 3070 listed as Grade B shows visible PCB damage to the VRM area not disclosed in any listing photo. This was visible immediately on removing it from the bubble wrap." — this is strong. "The GPU looks bad" is not.
Do not modify, disassemble, or attempt repair
Any evidence of tampering weakens your case significantly. Test the part in your system, document what you observe, but do not open the cooler, repaste, or attempt component-level repair before the dispute is closed.
Consumer Rights Beyond the Koukan Dispute System
Koukan's dispute system is the primary resolution mechanism for transactions on the platform, but UK consumer law provides additional protections that exist independently of any marketplace policy.
Under the Consumer Rights Act 2015, goods purchased from a business seller (not a private individual) must be of satisfactory quality and as described. If a business seller on Koukan misrepresents a part, you have statutory rights that sit above marketplace dispute outcomes.
If you paid by credit card and a dispute is not resolved in your favour on Koukan, Section 75 of the Consumer Credit Act 1974 may allow you to raise a chargeback with your card issuer for purchases over £100. Debit card chargebacks (Visa/Mastercard) also exist under the Chargeback Scheme for lower-value transactions.
For the complete picture of your UK statutory rights when buying used electronics, read our in-depth guide: Used PC Parts & Consumer Rights in the UK.
Frequently Asked Questions
How long do I have to open a dispute?
You must open a dispute before the 3-day auto-release window closes after your tracking shows delivered. Once funds have been released to the seller, Koukan cannot reverse the payment through the platform dispute system.
Does the seller have to accept a return?
Not automatically — it depends on the dispute outcome. If Koukan's review team finds the item was materially not as described or defective, a return and full refund is typically ordered. If the dispute does not meet the threshold for a return, a partial refund or case closure may be issued instead.
Who pays for return shipping?
When a return is ordered by Koukan following a successful dispute, the seller typically bears the cost of return postage or arranges collection. If a buyer voluntarily returns an item as part of a negotiated resolution, postage responsibility is agreed between the parties.
What if the item was damaged in transit?
Shipping damage is handled differently from seller misrepresentation. You should document the damage to both the outer packaging and the item, then raise a dispute with photos. The seller is responsible for packing items adequately for shipping — if the packaging was clearly insufficient, the dispute is typically found in the buyer's favour.
Can I dispute after leaving feedback?
Leaving positive feedback effectively confirms the transaction is complete, which triggers fund release. For this reason, never leave feedback until you have tested the item fully. If you accidentally confirm delivery before testing and find a fault, you will need to pursue resolution directly with the seller or through your card issuer.
Can sellers open disputes?
Sellers cannot open disputes against buyers, but they can contest a dispute raised against them with counter-evidence, and they can escalate to Koukan if they believe a buyer's claim is fraudulent.
What if the buyer never returns the item?
If Koukan orders a return-and-refund and the buyer fails to return the item within the specified window, the dispute can be re-escalated. The refund will not be issued until tracked return delivery is confirmed.
Buy with Confidence on Koukan
Every transaction on Koukan is protected by escrow from payment to delivery. If anything goes wrong, our dispute system is here to make it right — quickly, fairly, and with a human review available for every escalated case.
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