If something went wrong with a purchase and the seller cannot fix it through messages, you can open a dispute and the Noka team will mediate.

When to open a dispute

  • Not as described: the product does not match the photos or description.
  • Corrupted files: the downloaded files are damaged or do not open.
  • Missing files: a format the listing promised was not delivered.
  • Technical issues: the file does not work with the machines or software the seller declared.
  • Duplicate purchase: you were charged twice by mistake.
  • Other: any other problem you can document.

Try messaging the seller first

Most issues are resolved quickly through direct messaging. Sellers want happy customers and usually respond within hours. Open a dispute only if the seller does not reply or the problem cannot be solved between you.

Time limit

You have 14 days from the purchase date to open a dispute. After that, the order is considered final.

Steps

  1. Go to My purchases and open the order.
  2. Click Open Dispute on the order detail page (only visible while the 14-day window is open).
  3. Pick the reason that best matches your problem.
  4. Describe what happened in detail. Be specific: what you expected, what you received, what you tried.
  5. Attach evidence if you have it: screenshots, error messages, comparisons. Files go through the same secure storage as your purchases.
  6. Submit. The seller and the Noka team are notified immediately.

What happens next

  • The Noka team reviews your dispute and forwards it to the seller, who has 7 days to respond.
  • You and the seller can exchange messages inside the dispute thread to clarify or share more evidence.
  • An admin issues a final resolution: full refund, partial refund, or denied if the claim cannot be supported.
  • You will receive an email at every step.

Tips for a good dispute

  • Be factual and concrete. Lead with what is wrong, not how you feel.
  • Attach evidence. Screenshots and error messages make the case much stronger.
  • Keep the tone respectful - the seller is a person, and disputes that go through dialogue resolve faster.
  • Avoid opening a dispute the same day if you have not given the seller at least 24 hours to respond to messages.