Help, cases and disputes: when something goes wrong

If something goes wrong in a deal, with a listing, a payment or your account, you create a case with Sitavo. All your cases — both disputes about a deal and enquiries to support — are collected under Help and cases in the menu, so you can follow them from start to finish. This guide is about what to do when you need help. If you want to avoid problems in the first place, read Trading safely.

Try the help centre first

Many questions are already answered here in the help centre. When you create a case, the guide shows the articles that most often solve your exact problem — such as paying for a business, handover or manage listings. If you have a quick question, you can also write to support in the chat.

How to create a case

1. Topic: go to Create a case and choose what it concerns: a deal, a listing, payments and invoices, your account or other. If it concerns a deal, choose which one.
2. Problem: pick the problem from the list, for example «The payment has not been received» or «I can’t log in». The guide shows articles that may solve it — choose «No, continue» if they do not.
3. Details: describe what happened and what you expect (at least 20 characters), and fill in the fields the guide asks for — such as amount, date or which logins are missing. Drag in up to 5 files: receipts, screenshots, agreements or correspondence.
4. Send: check the summary and create the case. You get a receipt by email with the case number and expected response time.

Enquiry or dispute?

Case status

Under My cases you can filter by Open, Waiting for me and Closed. Each case shows who it is waiting for, and the menu shows how many cases are waiting for you.

• Waiting for Sitavo: we have received the case and are working on it. You can still add information.
• Waiting for you: Sitavo has replied or needs more. Reply in the case so it can move forward.
• Waiting for the other party (disputes only): the other party has been asked for their side.
• Closed: the case has been answered or decided. If you write in a closed enquiry, it reopens.

An enquiry is a thread: Sitavo can reply several times, and you can reply again and add files. You are notified in the bell and by email when something happens. Sitavo usually replies within 1 working day.

Disputes: how they work

1. You open the dispute from the deal with Open dispute or via Create a case and choose the reason, such as the seller not handing over, the business not matching the description, the payment not being received, the buyer not confirming the handover, missing logins or files, or a breach of confidentiality.
2. The deal is paused. You can keep writing to each other in the case and in the deal timeline.
3. The other party is notified and can give their side with an explanation and documentation.
4. Sitavo reads both parties’ explanations and documentation, may ask for more, and makes a decision with reasons.
5. Once the case is decided or withdrawn, the deal continues where it left off — unless the decision says otherwise.

What Sitavo can — and cannot — do

• Sitavo can review the deal timeline, messages, agreements and documentation, ask the parties for more, make a decision about the deal on the platform, and act against users who break the rules.
• Sitavo cannot reverse payments, because the purchase price goes directly between you or through escrow. If you have been defrauded, contact your bank and the police immediately.
• Sitavo is not a court. The decision concerns the deal on Sitavo. You can still have a disagreement about the purchase agreement assessed by a lawyer or the courts.

Other ways to reach us

• The support chat for quick questions.
• The [contact page](/kontakt) if you cannot log in.
• Report conversation or Report listing if you suspect fraud or illegal content — see Trading safely.