Item Not Received
If your order doesn't arrive by the estimated delivery date, you're eligible for a full refund once the tracking window has expired.
Significantly Not as Described
Items that are counterfeit, damaged, materially different from the listing, or missing key components qualify for replacement or refund.
Secure Payments
All transactions are encrypted and held in escrow until you confirm satisfaction. We never share your full financial details with sellers.
30-Day Claim Window
You have 30 days from the expected delivery date (or actual delivery date) to open a case. Prompt reporting ensures faster resolution.
⚠️ What's Not Covered
- Digital goods, software licenses, or subscription services (unless explicitly stated as protected)
- Custom or made-to-order items, unless they arrive damaged or drastically different from the approved design
- Perishable goods that arrive within the seller's stated shelf life
- Buyer's remorse, change of mind, or failure to provide correct shipping address
- Items purchased outside the MarketFlow platform or through direct seller arrangements
Open a Case
Go to My Orders, select the relevant purchase, and click Report a Problem or Open Dispute.
Provide Evidence
Upload clear photos, tracking screenshots, chat logs, or inspection reports. The more detailed, the faster we can review.
Accepted formats: JPG, PNG, PDF (max 10MB per file)Seller Response Period
The seller has 48 hours to respond with a resolution proposal (partial refund, replacement, or return shipping label).
MarketFlow Review & Resolution
If no agreement is reached, our Trust & Safety team reviews the case. Decisions are final and typically issued within 3–5 business days.
How long does a refund take after approval?
Refunds are processed within 1–3 business days after case closure. Depending on your bank or payment method, it may take an additional 3–10 business days for funds to appear in your account.
Can I cancel a claim once it's submitted?
Yes, if the issue is resolved with the seller. Go to your case dashboard and select Close Case. Once closed, the protection window for that order expires.
What if the seller doesn't respond?
If the seller fails to reply within 48 hours, the case automatically escalates to our Trust & Safety team for independent review and binding decision.
Do I need to return the item for a full refund?
It depends on the reason. For "Not as Described" or counterfeit items, we may issue a refund without return. For high-value items, a return label is typically provided at no cost to you.
Is Buyer Protection free for buyers?
Yes. Buyer Protection is included with every eligible purchase on MarketFlow at no additional cost. Sellers pay a standard protection fee per transaction.
Still have questions or need urgent help?
Our Support team is available 24/7 to assist with disputes, returns, and account verification.