1. Scope
This policy applies to disputes involving purchases or swaps arranged through Swopsee. It should be read together with the Terms & Conditions and Buyer & Swapper Protection Policy.
2. Refund principles
- Refunds are not automatic; they depend on evidence and policy eligibility.
- Where item condition or delivery status is materially disputed, we assess supporting records.
- Partial refunds may be used where appropriate.
- No refunds for off-platform deals or prohibited transactions.
3. How to raise a dispute
To raise a dispute, users should:
- Open the dispute within the stated claim window.
- Submit transaction ID and clear summary of the issue.
- Provide evidence (photos, videos, tracking, message history).
- Respond promptly to follow-up requests for information.
4. Review process
Swopsee reviews platform evidence, seller/buyer responses, delivery/tracking status, and listing details. We may request additional evidence before issuing an outcome.
5. Chargebacks and payment disputes
If a chargeback is initiated with a payment provider, Swopsee may pause internal dispute handling until the provider's process concludes. Fraudulent chargebacks may result in account restrictions.
6. Final decisions
Decisions are made based on available evidence and policy terms. In some cases, decisions may be final unless materially new evidence is submitted within a reasonable period.