Buyer protection on marketplace orders
When you pay through Pasaran checkout, your money is held until you confirm the item arrived as described. This page sets out exactly what that covers, what it does not, and how to open a claim.
How the escrow flow works
Four stages, and the seller is only paid at the last one. Nothing about this is automatic in your favour — the inspection window is short, so open the parcel the day it lands.
- Step 1
You pay Pasaran, not the seller
Your card or transfer settles into a holding account. The seller can see that payment has cleared, but cannot draw it.
- Step 2
The seller ships or hands over
They have three working days to dispatch, or to meet you if the listing is collection only. Tracking is attached to the order.
- Step 3
You inspect what arrived
Check it against the listing and the photographs. Test anything electrical. Keep the packaging until you are satisfied.
- Step 4
You confirm, and the seller is paid
Confirming release closes the order and pays the seller. If you say nothing, the order auto-confirms after the inspection window ends.
What is covered
- The item never arrived
- No dispatch, no tracking movement, or a courier confirmation of loss. Full refund including the delivery you paid.
- It is not what was listed
- A different model, a different size, the wrong quantity, or a specification the listing did not state.
- Undisclosed damage or faults
- Damage or a fault present on arrival that the listing and its photographs did not show or describe.
- Counterfeit goods
- An item sold as a brand that turns out not to be. Full refund, and the listing is removed.
- Missing parts
- Components the listing said were included — chargers, adapters, fins, harnesses, manuals — that are not in the box.
What is not covered
- Payments made outside Pasaran
- A bank transfer, a cash meeting or an e-wallet payment arranged in chat is not an order and cannot be refunded by us.
- Changing your mind
- Second-hand sales between private sellers are final. Protection covers misdescription, not regret.
- Wear that was disclosed
- If the listing said “scratched lid” and the lid is scratched, that is the item you bought.
- Damage after handover
- Anything that happens once you have the item — including damage caused by your own transport of it.
- Vehicles, property and services
- These are not sold through checkout at all. They are inspected in person and paid for directly between the parties.
- Items collected and accepted in person
- Once you have inspected an item at collection and taken it away, the order closes on the spot.
Claim windows
Miss the inspection window and the order auto-confirms, which pays the seller and closes your route to a refund. These are the deadlines that matter.
- Inspection window
- 48 hours
- Non-delivery claim
- 30 days
- Seller response
- 3 working days
- Resolution
- 5 working days
From delivery, or from collection, to raise a problem before the order auto-confirms.
From the date the seller was due to dispatch, if nothing ever arrives.
To answer your claim before Pasaran decides it on the evidence submitted.
Typical time from a complete claim to a decision and, where owed, a refund instruction.
How to open a claim
- Open the order in your account and select “Report a problem” within the inspection window.
- Choose what went wrong, and upload photographs of the item as it arrived plus the packaging and label.
- The seller is notified and has three working days to respond, refund, or offer a return.
- If you cannot agree, Pasaran reviews the listing, the chat, the tracking and your photographs and decides.
- A successful claim refunds the held payment to your original method, usually within five working days.
Evidence that decides claims
- Photographs of the item, the packaging and the courier label, taken on arrival.
- The original listing text and photographs, which we keep whatever the seller edits.
- The chat thread, which is why agreements belong in Pasaran messages.
- Courier tracking and the delivery confirmation.
Claims fail most often because nobody photographed the item before it was unpacked onto a floor. Two minutes with a phone is the whole case.
Frequently asked
Related
This page covers marketplace goods. Buyer protection across the whole of Pasaran, and how we handle fraud, verification and reports, are set out separately.