This policy explains how Seconds approaches refunds, payment disputes, chargebacks, and fraud reports. It supplements the Terms of Use and Seller Terms.
1. General rule
Transactions are between Buyers and Sellers. Unless Seconds expressly offers a buyer-protection program or applicable law requires otherwise, Seconds does not guarantee refunds, returns, exchanges, item quality, item authenticity, delivery, or Transaction completion.
Buyers should inspect items, confirm condition, and keep records before completing a Transaction. Sellers should describe items accurately, honor stated terms, and keep proof of handoff or delivery.
2. Seller return terms
Sellers may state return, refund, pickup, delivery, or warranty terms in a Listing or message, but those terms:
- must be accurate and lawful;
- must not conflict with Seconds policies;
- are the Seller’s responsibility to honor;
- do not bind Seconds unless Seconds expressly agrees in writing.
If a Seller does not state return terms, Buyers should assume sales are final unless the Seller agrees otherwise or applicable law requires a refund.
3. When Seconds may assist
Seconds may choose to assist with issues involving:
- suspected fraud or stolen accounts;
- item not received;
- item materially not as described;
- counterfeit, stolen, recalled, unsafe, or prohibited items;
- payment errors, duplicate payments, or unauthorized payment activity;
- harassment, threats, or safety issues.
Assistance may include requesting evidence, contacting Users, removing Listings, restricting accounts, reversing transfers where available, issuing or facilitating refunds, or sharing information with a Payment Processor, financial institution, card network, law enforcement authority, or regulator.
Seconds is not required to mediate every dispute or reach a particular outcome.
4. Evidence users should keep
Buyers and Sellers should keep records until they are confident there will be no dispute. Useful evidence includes:
- Listing screenshots and item photos;
- messages and agreed Transaction terms;
- proof of payment;
- pickup, delivery, tracking, or handoff proof;
- serial numbers, authenticity documents, receipts, or ownership records;
- photos showing condition at pickup or delivery;
- refund, cancellation, or return records.
Seconds may decide that missing, late, incomplete, or inconsistent evidence affects a refund, payout, or enforcement decision.
5. Payment disputes and chargebacks
If a Buyer files a payment dispute or chargeback through a card issuer, bank, wallet provider, Payment Processor, or card network, that process is controlled by the relevant third party and its rules.
Seconds may submit evidence, accept or challenge a dispute, reverse a transfer, request repayment from a Seller, hold payouts, or restrict accounts. Sellers must cooperate promptly when evidence is requested.
A chargeback or payment dispute may result in:
- funds being debited from Seconds, a Seller, or both;
- payment-processor, bank, or card-network fees;
- delayed or withheld payouts;
- transfer reversals or negative balances;
- account suspension or termination.
Users must not file false, abusive, or bad-faith disputes.
6. Refunds through payment features
When payment features are used, a refund may depend on the payment method, Transaction status, Seller balance, payment-network rules, and Payment Processor capabilities.
Seconds may, but is not required to:
- issue a full or partial refund;
- reverse a Seller transfer;
- refund or retain platform fees where permitted;
- delay a refund until funds are available;
- deny a refund request that lacks evidence or falls outside policy.
Processing fees, application fees, bank fees, dispute fees, and other charges may not be refundable unless required by law or expressly stated by Seconds.
7. Payout holds and reserves
Seconds may delay, hold, reserve, or restrict Seller payouts to manage risk related to refunds, chargebacks, fraud, prohibited items, item-not-received claims, item-not-as-described claims, new Seller activity, high-risk categories, processor requirements, or legal compliance.
Holds and reserves may apply before or after a dispute is filed.
8. In-person exchanges
For local pickup or in-person exchange, Buyers should inspect the item before payment or final handoff. Sellers should not pressure Buyers to complete a Transaction before the Buyer has had a reasonable opportunity to inspect the item.
Seconds does not supervise meetings and does not guarantee personal safety, item condition, or Transaction completion.
9. Fraud and enforcement
If Seconds suspects fraud, stolen goods, counterfeit goods, account takeover, payment abuse, off-platform scam activity, or other harmful conduct, Seconds may remove Listings, restrict messaging, block payment features, hold payouts, refund Buyers, reverse transfers, suspend accounts, or report information where appropriate.
10. Legal rights
Nothing in this policy limits rights that cannot be waived under applicable law. Where applicable consumer protection, payment, privacy, or marketplace laws require a different outcome, those laws control.