When you can contest
The return was auto-approved (you weren't asked to decide).
It's still early — the contestation window is open for 3 days after the request was opened.
The piece hasn't already been received, inspected or settled.
If those conditions are met, you'll see a "Contest (out of policy)" link on the card.
How to contest
Click Contest (out of policy).
Explain why you believe it's outside policy (e.g. the piece is final-sale,
the window had passed, the reason doesn't match what was delivered).
Submit — the case moves to under review and our team looks into it.
What happens next
Customer Care weighs your explanation against the collector's request.
We'll either uphold the return or side with your contest, and keep the case moving with the right outcome.
Good to know
Contesting is not the same as Accept / Decline. Those buttons are for claims that are waiting on your decision; contesting is pushing back on a return that was already approved. See Accept or decline a request.
Use it sparingly and with a clear reason — it's there to protect you from genuine out-of-policy cases, not routine returns.
Where to find it
The Contest (out of policy) link is on the case card in After-sales, while the window is still open.