For a purchase, start with the business shown on the product listing. MarketLane currently does not operate a central customer-service inbox or a purchase-dispute case system.
Find the business contact details
Open the product listing
Search for the product or business name in the marketplace and choose View product.
Use the seller’s contact button
Choose Email the business or, where available, Enquire on WhatsApp. The message goes to the seller, not to MarketLane.
Explain what you need
Include the product name, date, transaction reference where relevant, and the outcome you are requesting. Do not include passwords, banking OTPs or full card details.
Who can help with what?
| Question | Start here |
|---|---|
| Stock, specifications or a quote | The seller listed on the product. |
| Dispatch, collection or a missing parcel | The seller, using your purchase and tracking references. |
| Cancellation, returns or warranty | The seller, with your proof of purchase and details of the issue. |
| Missing payment receipt or unexpected charge | The seller and the payment provider or your bank. |
| Gateway onboarding, fees or settlement | The seller’s own payment provider. |
| Listing or profile changes | Your seller dashboard, signed in with the account that owns the business. |
Keep a clear complaint record
- The business name and contact details, product description and agreed price.
- The date of purchase and payment reference, invoice or receipt.
- A short timeline of what happened and copies of the relevant messages.
- Photos, tracking and other supporting evidence where useful.
- The remedy you are asking for and the seller’s response.
If the issue is not resolved
Raise the problem with the seller in writing first and keep its response. The Consumer Goods and Services Ombud provides a complaint process for matters within its remit; check its requirements and whether it can assist with your transaction.
For suspected payment fraud or an unauthorised charge, contact your bank or gateway promptly through official channels. Those organisations determine what investigations or payment remedies may be available. MarketLane cannot promise a refund or reverse a gateway transaction.