I haven't received my item - How do I open a dispute?

If your item hasn’t turned up yet, contact the seller directly to ask for help. Sometimes an item takes a little longer than expected to be delivered or gets lost in the post and good communication can be enough to resolve most issues. To contact the seller, you can view the item in the purchased items section and select message seller.

Ask the seller if the item has been shipped and if they are able to provide you with proof of shipping or a tracking code for you to check the status of your order.

If the seller doesn’t get back to you or if you can’t find a solution and a week has passed since purchase we advise that you open a dispute in PayPal within the resolution centre. This will prompt a response from the seller or initiate the refund process.

If you need assistance with opening a dispute in PayPal, please see the instructions below.

1. Go to the ‘Resolution Centre’.

2. Click ‘Dispute a Transaction’.

3. Select the button beside the transaction you want to dispute and click ‘Continue’.

4. Select ‘Item dispute’. Click ‘Continue’ and follow the on-screen instructions.

If you have paid in-app you are covered by Buyer Protection and will be entitled to all of your money back if your item does not arrive. Unfortunately, out-of-app payments such as bank transfers, direct PayPal payments "Gifts", swaps or cash payments do not offer any protection and there might be very little we can do to help in those cases. Please report the issue anyway so we can work together to keep MoM a safe app.

Email: [e-mail] if you need any assistance.