Something went wrong — start here

Whatever's gone wrong with your CrankMart order, this page is the front door. Pick the situation that matches yours.

My item hasn't arrived

If it's been less than 5 business days since the seller marked it as shipped, give the courier a chance — delays happen and most parcels arrive within that window.

If it's been 5+ business days with no movement, raise a dispute below. We'll freeze the escrow release and ping the seller for a tracking update.

My item arrived damaged

1. Take photos immediately — packaging + the damage. Keep all packaging.
2. Do NOT click Confirm delivery in your order page.
3. Message the seller through CrankMart with the photos and ask whether they want to refund, replace, or partial-refund.
4. If the seller stops responding within 48 hours, raise a dispute.

The 24-hour auto-confirm timer is paused while a dispute is open, so your funds stay safe.

The item is significantly different from the listing

"Significantly different" means: wrong model, wrong frame size, missing components mentioned in the listing, undisclosed damage.

Cosmetic differences you could have asked about before buying don't count — always request extra photos if anything's unclear at listing time.

If it is significantly different: do NOT click Confirm delivery, message the seller, and if no resolution within 48 hours, raise a dispute.

The seller has stopped responding

If you've messaged them and they haven't replied within 48 hours:

• Check their last-active timestamp on their seller profile (some people travel, get sick, life happens)
• If still nothing after 5 days, raise a dispute

If the seller never shipped: the dispute will result in a full refund.

I changed my mind / I want to cancel

If the seller hasn't shipped yet: message them and ask to cancel. Most sellers will accommodate a quick cancel.

If the seller has shipped: legally, online purchases of bicycles and bicycle parts don't carry the standard 7-day cooling-off right (CPA exempts goods purchased between private parties). You're committed to the transaction. Refuse delivery and the parcel returns to the seller, but courier costs are non-recoverable.

Lesson: message the seller with all your questions BEFORE clicking Buy Now.

I think this listing is a scam

Use the Report button on the listing page or email support@crankmart.com with the listing URL and what raised the flag. We act on every report within 24 hours.

For your safety: do NOT pay outside the CrankMart / TradeSafe flow. If a "seller" asks you to EFT directly, that's the #1 scam pattern — block them and report.

Raising a dispute

To open a formal dispute:

1. Go to /account/orders
2. Click the affected order
3. Click "Raise a dispute" (visible while funds are still in escrow)
4. Tell us what's gone wrong — be specific, attach photos if relevant

What happens next:

• TradeSafe pauses the auto-confirm timer
• Both parties get notified
• CrankMart support reviews within 1-2 business days
• We mediate: refund, partial refund, replacement, or release-to-seller depending on evidence

You can withdraw a dispute any time if it gets resolved between you and the seller directly.

What dispute resolution can't do

• Force a seller to do something physically impossible (e.g. find a part that's been damaged in shipping)
• Override a CPA / law-based exclusion
• Refund items that have been used, modified, or damaged after delivery
• Help with off-platform transactions

This is why we keep saying: pay through CrankMart, don't do an EFT outside. Off-platform = no protection.

Still stuck? Talk to a human

Email support@crankmart.com with your order reference (e.g. TXMK9Y8F). We aim for first-reply within 1 business day.