Disputes, appeals & chargebacks
Policy version 1.0 · effective 7 Sep 2026
Subject to legal review. Marketplace payment protection is not a licensed escrow or banking service.
Current availability: Protected card checkout is not yet enabled for live BuyerReq orders. These policies describe how eligible protected transactions will operate when the feature is enabled.
Subject to legal review
Marketplace disputes are formal, evidence-driven cases with deadlines. Chat negotiation may happen first, but it does not replace opening a dispute when protection applies.
Opening a dispute
During the inspection window, buyers open a dispute from the order page with a reason code, summary, and evidence (photos, tracking, pickup proof). Ops reviews the contract snapshot, messages, and shipment/handover trail.
Remedies
Ops may apply: no remedy, partial refund, full refund, replacement guidance, or return-required (see [Returns](/returns)). Outcomes depend on evidence and policy.
Appeals
If you disagree with a marketplace outcome, submit **one** appeal with **new** evidence. Repeat appeals without new facts may be closed. Closing the internal marketplace review does not remove rights under law, payment-provider rules, or card networks.
Chargebacks and card disputes
**Card disputes and BuyerReq disputes are separate processes. A card issuer or payment provider may make decisions independently under its own rules. Contact support@buyerreq.com promptly if you initiate or receive a payment dispute so evidence and account records can be preserved.**
Never assume BuyerReq controls a bank or card-network decision. Parallel chargebacks can delay resolution; abuse may lead to account suspension. Ops will not double-pay remedies without reconciling marketplace and issuer outcomes.
Fraud and abuse
Suspected collusion, serial disputing, forged evidence, or fake tracking escalates to trust & safety with account controls.
See also: [Buyer Protection](/buyer-protection) · [Seller Protection](/seller-protection) · [Trust](/trust).