Refund & Dispute Resolution Policy

Last Updated: February 21, 2026

1. Overview

StackTrackPro is committed to fair dispute resolution that protects both Buyers and Sellers. This policy establishes clear procedures for handling refunds, returns, and disputes on the Platform.

2. Refund Eligibility

2.1 Item-Related Refunds

Buyers are eligible for refunds when items:

Do not match the listing description materially
Are counterfeit or not authentic as claimed
Are damaged beyond acceptable condition
Are not received by the estimated delivery date
Arrive in significantly worse condition than described

2.2 Exclusions - Non-Refundable Situations

Refunds are NOT available for:

Buyer's remorse or change of mind
Item condition that matches description (photos or explicit description)
Normal wear and tear appropriate for item age
Seller-specified conditions (e.g., "As-Is," "No Returns")
Cosmetic damage when disclosed in listing
Items purchased from Account Restricted Sellers

3. Return Process for Buyers

3.1 Initiating a Return

Timeline: File returns within 30 days of item receipt.

Steps:

Go to "My Purchases" in your dashboard
Select the relevant auction/item
Click "Return Item" or "Open Dispute"
Select the reason for return from predefined categories
Provide description of issue (max 1000 characters)
Upload photos/evidence (up to 5 images, 10MB each)
Submit return request

3.3 Communication Phase

Duration: 5 days

After filing, Seller has 5 days to:

Review the return request and evidence
Respond with their position
Offer resolution (refund, replacement, partial refund)
Request additional photos/information if needed

Buyer should respond to Seller's requests within 3 days.

3.4 Mutual Agreement

If Seller and Buyer mutually agree to resolution:

Both click "Accept Resolution"
For refunds: Buyer receives label and ships item back
Seller confirms receipt of return and processes refund within 7 days
Dispute is closed

4. Seller Refund Obligations

4.1 Refund Processing

When Seller approves refund:

Timing: Refund issued within 7 business days of receiving returned item
Amount: Full hammer price (auction price before fees)
Method: Refunded to original payment method
Processing: Return shipments are tracked

4.2 Return Shipping

Seller pays return shipping for:

Items that don't match description
Counterfeit or inauthentic items
Items damaged in original shipping
Wrong items sent

Buyer pays return shipping for:

Items matching seller's description (if applicable)
Seller agrees to accepts returns

4.3 Shipping Address Changes

If Buyer changes shipping address after purchase, Seller may:

Honor the request if using trackable shipping
Request Buyer pays difference if address is further
Cancel order if no address is confirmed

5. Dispute Escalation

5.1 When Escalation Applies

If parties cannot agree after 5-day communication phase:

Either party can escalate to StackTrackPro Dispute Team
Escalation costs $25 fee (waived for Buyer if Seller is suspended/terminated)
Fee is non-refundable regardless of outcome

5.2 Escalation Process

Click "Escalate to StackTrackPro" (appears after 5-day window)
Pay escalation fee (if applicable)
Submit final statement (500 character max)
StackTrackPro reviews all evidence within 10 business days
Decision is communicated to both parties
Decision is final and binding

5.3 StackTrackPro Investigation

Our team reviews:

Complete transaction history and communication
Item descriptions and photos
Buyer and Seller feedback history
Evidence submitted (photos, messages, tracking)
Pattern of similar disputes for each party
Return condition if item was received

5.4 Possible Outcomes

Full Refund: Buyer receives 100% of hammer price
Partial Refund: Based on conditions and facts (e.g., 75% for minor issues)
No Refund: Item matches description; return denied
Replacement: Seller ships replacement item at no cost

6. Special Circumstances

6.1 item Not Received

Buyer's Claim: Item never arrived.

Process:

Buyer must open "Item Not Received" dispute within 30 days
Seller provides tracking number showing delivery attempt or proof of delivery
If tracking shows delivered to address: Buyer contacts shipping carrier for location/retrieval
If tracking shows not delivered: Seller files claim with carrier or refunds Buyer
Refund processed within 14 days if Seller cannot prove delivery

6.2 Damaged in Shipping

Buyer's Claim: Item arrived damaged.

Evidence Required:

Photos of damaged packaging (unopened)
Photos of damaged item
Close-up of specific damage areas
Tracking number showing delivery

Resolution:

If item is expensive/fragile: Seller typically refunds or replaces
If minor cosmetic damage: Seller may offer partial refund
Buyer may need to file claim with shipping carrier for valuable items

6.3 Counterfeit or Inauthentic Items

Buyer's Claim: Item is fake or misrepresented authenticity.

Evidence Required:

Professional authentication report or expert opinion
Detailed photos of discrepancies
COA (Certificate of Authenticity) information
Comparison to authentic examples

Resolution:

If proven inauthentic: Full refund + Buyer ships back (Seller pays return)
If evidence is inconclusive: Split refund possible (50-75%)
Repeat offenders: Account suspension or termination

7. Dispute Resolution by StackTrackPro

7.1 Fraud Indicators Reviewed

StackTrackPro considers:

Party's feedback and dispute history
Seller's typical return/refund patterns
Buyer's dispute history (frequent returns = less credible)
Value and nature of dispute
Professional authenticator reports
Shipping carrier investigations

7.2 Appeals

Disputes are final and binding. No appeals are available except in cases of:

New material evidence not available during review
Clear error in decision logic
Fraud by the opposing party during dispute

Appeal requests must be submitted within 7 days with supporting evidence.

8. Seller No Return Policy

8.1 Marked Items

Sellers may mark items as "No Returns" if:

Clearly stated in listing
Item condition fully described with clear photos
Item explicitly marked as-is or for-parts

8.2 Exceptions to No Returns

No Returns does NOT protect Sellers from:

Item not matching material descriptions
Counterfeit or inauthentic items
Item not received
Items damaged in original shipping

9. International Disputes

9.1 Customs and Import Issues

StackTrackPro is not responsible for:

Customs delays or holds
Import duties or taxes (Buyer's responsibility)
Customs rejection or seizure of items
Shipping carrier international handling fees

9.2 Prohibited Items in Destination Country

If item is prohibited in destination country:

Seller should have disclosed before auction
Buyer is entitled to refund if not disclosed
Return shipping costs split 50/50

10. Refund Methods

10.1 Original Payment Method

Credit/Debit Card: Refunded within 5-10 business days
Bank Transfer: Refunded within 7-14 business days
Digital Wallet: Refunded within 3-5 business days

10.2 Partial Refunds

Partial refunds may reduce fees but hammer price is refundable portion.

10.3 Refunds for Cancelled Auctions

Cancelled by Seller (no bids): No fees charged
Cancelled by Seller (with bids): High bidder must approve, Seller may reimburse fees
Cancelled by StackTrackPro (prohibited item): Full refund to all bidders

11. Fees and Refunds

11.1 Listing Fees

If cancelled before auction ends: 50% refunded
If cancelled after auction ends: Non-refundable (unless StackTrackPro error)

11.2 Final Value Fees

If item refunded due to Seller fault: Final value fee refunded
If item refunded due to Buyer remorse: Final value fee NOT refunded
If item refunded due to mutual agreement: 50% final value fee refunded

12. Seller Remedies

12.1 Seller Rights During Disputes

Sellers can:

Request additional evidence from Buyer
Provide professional authentication reports
Explain item condition and listing accuracy
Cancel sale if Buyer refuses to cooperate

12.2 Seller Protections

Sellers are protected from Buyer fraud/scams through our investigation process
Seller's account is protected if Buyer's claim is determined false
Sellers can block Buyers with poor dispute history

13. Abuse Prevention

13.1 Return Abuse Detection

StackTrackPro monitors for patterns indicating fraud:

Frequent false claims or dispute wins
Returns in worse condition than shipped
Multiple claims for same item type
Returning counterfeit items and claiming authenticity

13.2 Consequences for Abuse

Account flagged for increased scrutiny
Return privilege restricted or revoked
Account suspension or termination
Referral to law enforcement (if criminal fraud suspected)

14. Dispute Timeframes Summary

Action	Timeframe
File return/dispute	30 days from received
Seller response time	5 days
Escalate if unresolved	After 5 days + 2 day buffer = 7 days total
StackTrackPro review	10 business days
Refund processing	7 days of receiving return
Payment method refund	3-14 days (depends on method)
Appeal deadline	7 days from decision

15. Contact Support

Questions about refunds or disputes?

Dispute Resolution Team
Email: disputes@stacktrackpro.com
Phone: +1 (555) 123-4567
Hours: Monday-Friday, 9 AM - 6 PM PT

16. Policy Updates

StackTrackPro reserves the right to update this policy. Material changes will be announced via email. Disputes resolved under the policy in effect when the transaction occurred.