Buyer Protection & Disputes Policy
Effective date: [EFFECTIVE DATE]
Last updated: [EFFECTIVE DATE]
This policy describes how escrow, delivery confirmation, disputes, and refunds work for physical and certain digital transactions on All the Rage. It supplements the Marketplace Agreement.
1. "Arrives Protected" (escrow overview)
For qualifying physical goods, buyer payment may be held in escrow until:
- The buyer confirms safe delivery, or
- A dispute is resolved, or
- A timeout/eligibility rule applies as disclosed at checkout
Escrow is a platform feature designed to reduce risk in peer-to-peer sales. It is not insurance unless separate insurance coverage is explicitly purchased or included and described at checkout.
Checkout may display options such as:
- Insured shipping (seller-selected tier)
- Signature on delivery
- White-glove / fine-art handling
- Escrow hold until confirmation
2. Buyer responsibilities
Before purchasing:
- Review listing details, photos, condition notes, and seller ratings
- Understand shipping tier, estimated delivery, and whether shipping is quote-on-request
- Ensure your delivery address is correct
- For high-value items, consider requesting additional documentation or independent appraisal
After delivery:
- Inspect promptly upon receipt (we recommend within 48 hours of carrier delivery confirmation)
- Confirm delivery in the app if the item arrived as described
- Report problems promptly — delays may limit dispute options
3. Seller responsibilities
Sellers must:
- Ship within the timeframe stated (or a reasonable time if none stated)
- Use the shipping tier and packaging appropriate to the item
- Provide valid tracking when applicable
- Respond to buyer messages and disputes in good faith
- Not ship to a buyer who has an open fraud report without platform clearance
4. Confirming delivery & releasing escrow
When you tap Confirm delivery (or equivalent):
- You attest the item arrived and matches the listing substantially as described
- Escrowed funds (minus fees) are released to the seller
- This action may be difficult to reverse except through a formal dispute or chargeback
If there is a problem, do not confirm delivery — open a dispute instead.
5. Opening a dispute
Open a dispute from the order screen if:
- Item not received (after reasonable delivery window)
- Item significantly not as described (wrong item, undisclosed damage, wrong edition)
- Shipping damage beyond disclosed risk (with documentation)
Include:
- Photos/videos of the item and packaging
- Tracking information
- Messages with the seller
- Description of the issue
Timeframes: open disputes within 14 days of carrier delivery confirmation or 30 days of expected delivery if tracking shows non-delivery — unless a longer period is required by law.
6. How we resolve disputes
We review available evidence. Outcomes may include:
| Outcome | When |
|---|
| Full release to seller | Item delivered as described; insufficient evidence of problem |
| Partial refund | Minor undisclosed issues; mutual agreement |
| Full refund to buyer | Non-delivery, wrong item, material misrepresentation, counterfeit where evident |
| Return required | Buyer returns item (seller provides label or instructions); refund on receipt |
| Escrow hold extended | Further investigation needed |
We aim to decide within 10 business days of complete evidence submission. Complex fine-art claims may take longer.
Our decision is administratively binding for escrow release on the platform. It does not prevent you from pursuing legal remedies where available.
7. Chargebacks
If you dispute a charge with your card issuer (chargeback) while escrow is open:
- We may pause escrow release pending issuer investigation
- Fraudulent chargebacks (item received as described) may result in account suspension
- Sellers with excessive chargebacks may lose payout privileges
8. Auction deadbeat winners
If an auction winner fails to pay within the grace period disclosed in the Service:
- Seller may re-offer to the next-highest bidder or relist
- Deadbeat accounts may be restricted from future bidding
9. Digital goods (licenses, film rent/buy, lessons)
Digital purchases may not use physical escrow. Refund eligibility:
- Technical failure preventing access — we will work to restore access or refund if unresolved
- Mislabeled content (wrong work, missing disclosed deliverables)
- Change of mind — generally no refund unless required by law or stated at purchase
Some digital purchases may be subject to App Store / Play Store refund policies if bought through in-app purchase (where applicable).
10. Print orders and local pickup
- POD / print shop orders: defects (damage, wrong print) reported within 14 days of receipt
- Local pickup: confirm pickup in app; disputes for pickup orders must be raised within 48 hours of pickup confirmation
11. Limitations
Buyer Protection does not cover:
- Buyer's remorse for accurately described items
- Subjective disagreements about artistic quality
- Transactions completed entirely off-platform
- Losses from misreading listing terms the buyer accepted
- Items prohibited under our Terms
12. Contact
Disputes & orders: support@rage.exchange
Legal: legal@rage.exchange
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