Dispute Policy

Last updated: October 1, 2026

How protection works

Your payment sits in escrow until you confirm the deal is good. If something's wrong, open a dispute from the order, funds stay held while it's resolved.

1. When to open a dispute

Item not received, tracking shows no delivery within a reasonable window. Sellers must get a first carrier scan within 72 hours of payment, after that the order cancels automatically and you are refunded in full.
Damaged in transit, item arrived broken.
Not as described, materially different from the listing (wrong condition, undisclosed damage, missing parts).
Wrong item, you received something else.

For shipped orders you can open a dispute once the item is on its way and until 72 hours after tracking confirms delivery. Those 72 hours are your inspection window, so check the item as soon as it arrives. If you neither confirm nor dispute by then, escrow releases to the seller. Before the item ships there is nothing to dispute yet: you can cancel for a full refund within the first hour after paying, and if the seller never gets a carrier scan, the order cancels itself and you are refunded in full. For local pickup, inspect the item at the meetup before you read the seller your pickup code. Giving the code confirms the handoff and releases payment, so there are no pickup disputes after it. If something is wrong, do not give the code: open a dispute from the order instead.

2. Evidence

Damage, not-as-described, and wrong-item claims require photos or video. Keep all packaging for damaged-in-transit claims. Not-received claims are checked against carrier tracking automatically.

3. The process & timeline

You open the dispute with a reason, description, and evidence.
The seller has 7 days to respond: accept a return, offer a partial refund, or contest with their own evidence.
If the seller doesn't respond in 7 days, the case escalates to Endo's resolution team with a recommended outcome.
Every refund decision is reviewed by a human before money moves.

4. Return-first refunds

Refunds for damaged, not-as-described, or wrong items are return-first: we issue a prepaid return label, and the refund is processed when the return scans with the carrier. Sellers get a 48-hour inspection window after return delivery to flag a materially different return. We do not issue keep-the-item refunds.

5. Chargebacks

You agree to use this process before initiating a card chargeback. Chargebacks filed on transactions already refunded, or in circumvention of this policy, may result in account action.

6. Abuse

False claims, fraudulent evidence, returning a different item, and serial dispute abuse result in loss of buyer protection and account termination. The same applies to sellers who ship misdescribed items repeatedly, and remember, one lost dispute resets a seller's Verified progress.

7. Trades

A protected trade has its own dispute process, set out in Section 10 of the Terms. In short: only the user who received a box can dispute it, within 48 hours after tracking confirms delivery, with at least 2 photos or a video. A dispute freezes both users' collateral until an Endo admin decides with both users' evidence and the carrier's record. The user who shipped has 7 days to respond, nothing is decided automatically, and a wrong, not-as-described, or damaged item must be returned on an Endo label before any collateral is paid to the user who claimed. A trade offer without collateral is not covered by this policy beyond the refund of unconfirmed cash described in the Terms.

Questions?

Contact support from any order, or email support@endo.market.