Payment ReleaseOne of the biggest fears for sellers is that buyers will forget to release payment upon delivery. The intent for this policy is to recognize when that is the case as quickly as possible and then release payment to the seller.
For physical items where tracking shows delivered and the tracking information was provided when item was marked shipped, the buyer will have 2 Days from the time of dispute to respond or the payment will then be released to the seller.
In cases where the tracking number was not provided when shipped or the tracking updates are not updating then an allotment of time will be given for delivery before the buyer is given 2 Days to respond. The below table shows the amount of time that will be given from shipment before the buyer's time to respond can start:
|Tracking Provided||Tracking Status||Location||After Shipment|
|When Marked Shipped||Delivered||Any||1 Day|
|When Marked Shipped||Unknown/Lost||Domestic||10 Days|
|When Marked Shipped||Unknown/Lost||International||20 Days|
|Not Given / Late||Any||Any||30 Days|
|Provable Digital Delivery||1 Day|
If tracking shows item is in transit but no updates have been posted for 10 days then the status will be considered Unknown/Lost.
For physical goods, it is highly recommended that you include the tracking number as part of the transaction (when marking the item shipped).
The buyer may respond at any time before payment release and request more time or take part in the dispute process.
DisputeIn the case of a dispute, both sides will present their evidence. Reasonable effort will be made towards a mutually agreed resolution.
If no resolution can be agreed upon then the evidence will be weighed and a decision will be made. If it is not clear whom the rightful party is then funds will be split based on the assessment of the moderator.
Digital Delivery DisputesIn order to properly moderate transactions involving digital delivery, a method to prove transfer to buyer is necessary. All information required to prove transfer should be included within the transaction.
It is the seller's responsibility to make sure the method and information are available and documented within the transaction.