How sellers are protected
Escrow is often explained from the buyer’s side, which makes it sound like a risk for sellers. It is not. Your payment is committed before you dispatch, unfair claims are refused, and chargebacks are defended on your behalf — provided you keep the right evidence. This page explains when you get paid, what is defended, and what to keep.
Last reviewed August 2026
Payout timing
Where the money is between the buyer paying and it reaching your bank.
- 1
Order placed, payment held
The buyer’s money clears into a Pasaran holding account. You see the order as paid and can safely start preparing it — the funds are committed, even though you cannot touch them yet.
- 2
You dispatch within two working days
Add the courier and tracking number to the order, or agree a collection time. Missing this deadline cancels the order automatically and refunds the buyer, so tell us if you need longer.
- 3
Delivery is confirmed
The courier marks it delivered, or you and the buyer both confirm a collection. The 48-hour inspection window starts here.
- 4
The window closes and the payout is queued
The buyer confirms, or 48 hours pass with nothing raised. The order moves to completed and enters the next payout run.
- 5
Money reaches your bank
Payouts run every working day at 15:00 WITA. Money reaches Indonesian bank accounts the same day or the next working morning. Your first payout takes an extra two days while the account is checked.
You can dispatch with confidence
What is defended
Claims we refuse, and situations where you keep the payment.
A buyer claims non-delivery and tracking says otherwise
If the courier’s record shows delivery to the address on the order, the claim is refused and you keep the payment. This is why the tracking number must go on the order, not into a chat message.
A buyer changes their mind
Regret is not a covered claim. If the item matched the listing, you keep the payment and the buyer keeps the item.
A card chargeback on a delivered order
We defend it on your behalf using the order record, the tracking and the conversation. Where the evidence is complete, you are not charged back.
Damage caused after delivery
Once the item has been signed for in good condition, later damage is not your responsibility, and photographs of the item before dispatch prove it.
Abusive or coercive buyers
Threats to leave a bad review unless you refund, repeated contact after a matter is settled, or abusive messages — report them and we act on the account.
What is not defended
Every one of these is avoidable, which is why it is worth reading closely.
Anything agreed outside Pasaran
A side deal in WhatsApp, an item added to the parcel that was not on the order, or a price changed by agreement. We can only adjudicate on the order record.
Listings that misdescribe the item
Omitting a fault, using photographs of a different unit, or overstating a condition grade. If the buyer’s complaint is fair, the claim goes against you.
Dispatching without tracking
A courier order with no tracking number on the record is nearly impossible to defend. In a non-delivery claim the money goes back to the buyer.
Prohibited items
Anything on the prohibited list carries no protection at all, and the account is suspended.
Late dispatch
If the order auto-cancels because nothing was dispatched in two working days, the refund is automatic and there is nothing to appeal.
Dispute evidence
What actually decides a case, in rough order of weight.
Photographs taken at dispatch
The item, then the item in the packaging, then the sealed parcel with the label visible. Thirty seconds of work that settles most damage claims.
The tracking number on the order
Not in a message — on the order itself, where it can be checked against the courier’s record automatically.
The original listing text and photographs
We keep the version the buyer saw when they ordered, so an accurate listing defends itself. Editing a listing after a sale does not change what is on file.
The Pasaran conversation
Anything you agreed with the buyer about condition, timing or collection. Conversations held off-platform cannot be considered.
A signed handover note for collections
For collection and meet-up orders, a photograph of the buyer receiving the item, or a short note both parties confirm in chat.
Sellers who photograph every dispatch win disputes at roughly three times the rate of those who do not. It is the single highest-return habit in this whole document.
Keep the photographs for sixty days. After the claim windows close they are no longer needed, and holding buyer-linked images longer than necessary is not good practice.
Prohibited buyer behaviour
Report any of these from the order. We act on the account, not just the individual case.
Refund extortion
Demanding a partial refund under threat of a negative review. Report it — the review is removed and the account is warned or suspended.
Return fraud
Returning a different, damaged or substituted item. Your dispatch photographs are what disprove this, which is why they matter.
Pressure to go off-platform
A buyer asking you to cancel and deal directly is asking you to give up your own protection as well as theirs.
Serial claimants
We track claim patterns across accounts. Buyers who repeatedly open claims that are decided against them lose the ability to use checkout.
Reviews obtained by pressure are removed