Seller protection
Policy version 1.0 · effective 7 Sep 2026 · inspection 48h
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
Seller Protection is BuyerReq's operational policy for eligible sellers who fulfill accepted offers correctly. It is **not** insurance, a guaranteed reimbursement fund, a bank product, or licensed escrow. Outcomes depend on evidence, the contract snapshot, and applicable law.
See also: [Buyer Protection](/buyer-protection) · [Returns](/returns)
Eligibility — what sellers should do
An eligible seller is protected operationally when they: - Supply exactly what the accepted offer and contract snapshot state - Use the agreed fulfillment method (ship or pickup) - Provide required tracking for shipped orders - Package adequately for transit - Preserve item / serial evidence where relevant (photos before ship) - Ship to the address on the BuyerReq order (not a diverted address) - Comply with stated dispatch / delivery deadlines - Preserve pickup handover evidence and use the one-time handover code - Communicate through BuyerReq order messages - Respond to disputes with evidence within requested timelines
Evidence that helps
Tracking with carrier scans, packing photos, serial / identifier photos (shown masked publicly where applicable), pickup handover confirmation timestamps, and clear message history.
Authenticated seller checklist (order page)
When signed in as the seller on an order: 1. **Prepare** — match the contract snapshot (title, condition, accessories, shipping mode). 2. **Ship or pickup ready** — enter carrier + tracking, or for pickup set a **private meetup note** (never publish a residential address on the feed) and show the one-time handover code. 3. **Handover / delivery** — shipped orders: mark delivered when the carrier confirms; pickup: wait for the buyer to enter the handover code (that starts inspection). 4. **Inspection clock** — the order shows inspection started / ends (UTC) and remaining time. If the buyer opens a dispute, the clock **freezes** and payout stays blocked. 5. **Dispute response** — upload evidence and reply in order messages within the SLA shown to ops. 6. **Cannot fulfill (pre-ship only)** — use **Cannot fulfill — cancel & refund buyer** while status is preparing. After ship/pickup-ready, self-serve cancel is blocked; use disputes/returns/ops.
Seller-side risk scenarios we review
- False non-delivery claim despite tracking or handover proof - Buyer damages the item after delivery / handover - Buyer swaps a serialized item and returns a different unit - Empty-box or “wrong item” allegation against clear pre-ship evidence - Abusive or parallel chargeback after a fair marketplace outcome - Buyer misses an agreed pickup without notice - Buyer provides a wrong address or unauthorized reroute - Return arrives damaged due to buyer packing - Buyer claims an undisclosed defect despite clear disclosure in the offer
What we do **not** promise
BuyerReq does **not** guarantee seller reimbursement in every case. This page is marketplace operational policy only — it is **not** a regulated insurance product, bank guarantee, or licensed reimbursement scheme. Remedies (buyer refund denial, partial outcomes, return-required, account action against abusive buyers) follow evidence and policy. Payment-provider and card-network decisions can still move funds independently.
Chargebacks
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 receive a payment dispute so we can preserve evidence and account records.
Review process
Ops reviews the order snapshot, messages, shipment / handover trail, and dispute evidence. Sellers should reply with facts — not off-platform pressure. Appeals: one additional submission with new evidence; then the internal marketplace review may close without removing statutory or network rights.