Online marketplace dispute resolution guide
Most marketplace disputes resolve through the platform’s own buyer-protection scheme — faster and free. Use platform first, court as fallback.
Amazon (third-party sellers)
Facebook Marketplace
Online marketplace dispute resolution guide
Platform protections
Most marketplace disputes resolve through the platform’s own buyer-protection scheme — faster and free. Use platform first, court as fallback.
Your legal rights — trader vs private seller
| Seller type | Your protections |
|---|---|
| Trader (business seller) | Full Consumer Rights Act 2015 protections — satisfactory quality, fit for purpose, as described. Plus 14-day right to cancel under Consumer Contracts Regulations 2013 for online purchases. |
| Private seller | "Buyer beware" applies. The seller must not misrepresent the goods, but otherwise no implied quality terms. Your only claim is misrepresentation or breach of an express promise. |
When to use small claims
- You missed the platform’s claim window (eBay 30 days, Amazon 90 days, Etsy 100 days)
- Platform refused your claim and you disagree
- You bought via Facebook Marketplace or Gumtree where there is no platform protection
- The seller is a UK trader who took payment off-platform after introducing you on the platform
- The claim involves loss beyond the item itself (delivery costs, replacement hire, consequential damage)
Always exhaust platform protection first — courts expect you to mitigate by using free remedies before bringing a claim.