If something’s wrong
Something’s off? Here’s exactly what happens.
The Transfer Room isn’t just a handshake. If an asset is missing, broken, or not what the listing promised, reporting it freezes the deal until a real person looks at it.
When you can report an issue
Only during your inspection window — not before.
You mark each item Received as the seller hands it over. Once every item on the checklist is marked Received, your 7-day inspection window opens automatically — and that’s exactly when Report an Issue becomes available.
Notice something wrong with an item before you’ve marked everything Received? The Report an Issue button stays disabled until the inspection window opens — use Deal Messages to sort it out directly with the seller first. Once every item is in and the window is open, reporting is there for anything that turns out to be missing, broken, or not what was promised.
What you can report
Six categories, plus a free-text explanation.
How to report it
Four fields, then it’s in Durqo’s hands.
Pick the asset (optional)
Point to the specific item that's wrong, or leave it as a general issue with the whole order.
Choose a category
One of the six reasons above — it tells the admin what kind of problem they're looking at before they even read your explanation.
Explain what happened
In your own words. This is required — the admin is a real person deciding a real outcome, not a form being auto-processed.
Submit
The room moves to "Under Admin Review" immediately. Funds stay exactly where they are until an admin resolves it.
The moment you submit
Everything freezes. Nothing auto-releases.
The room’s status changes to “Under Admin Review” the instant you submit. Deal Messages and Activity History stay open the whole time, so nothing about the deal goes quiet.
A person reviews it
A Durqo admin reads your explanation, the item history, and the messages between you and the seller before deciding anything.
Funds stay put
Whether the seller is paid, refunded, or something in between waits entirely on the resolution — nothing moves in the meantime.
The five possible outcomes
One of these, decided by an admin, explained to both sides.
Whichever way it goes, you and the seller are both emailed the resolution and a link back into the room — no outcome is decided quietly.
Send back to seller
Reopens the flagged asset — or the whole room — for the seller to redo. The only outcome that keeps the deal alive rather than closing it out.
Approve despite report
The admin sides with the seller: finishes the transfer as if you had approved it yourself. Funds become eligible for the seller's payout.
Refund authorized
Closes the transfer as refunded. The actual refund is then processed on the payment rail you paid through, separately.
Settlement recorded
Closes the transfer with a recorded settlement between you and the seller — for example, a partial resolution agreed outside a full refund.
Order cancelled
Closes the transfer as cancelled.
A resolution records the decision itself — an actual refund or reversal still has to be processed on the payment rail you used, separately from this record.
Dealing with an issue right now?
Open your Transfer Room to report it, or check what stage your order is at.