Protection Program
Everything that protects both sides of a deal, in plain language
Buyers get the item described in the accepted offer. Sellers who follow the rules get paid. Each page below starts with a short summary, then the detail, including the limits and exclusions.
Buyer Protection
What we cover when a purchase goes wrong
Pay through and receive the item described in the accepted offer. Eligible purchases may be covered when an item is not delivered, is materially different from the accepted offer, is counterfeit, arrives with significant undisclosed damage, or fails required authentication. Limits, exclusions, deadlines, and evidence requirements apply.
Seller Protection
Support for sellers who follow the rules
Follow our listing, messaging, payment, shipping, authentication, and delivery requirements to qualify for seller protection. Eligible sellers may receive support against certain false non-delivery claims, abusive returns, unauthorized-payment disputes, and other covered events. Limits, exclusions, deadlines, and evidence requirements apply.
Shipping Protection
Tracking, coverage levels, and who files a claim
Carrier liability, carrier declared value, and third-party shipping insurance are not the same thing. We show the protection included with each eligible shipping option, its limit, the important exclusions, and who is responsible for filing a claim.
Authentication
When items get checked, and what that means
Some categories and values require authentication before the transaction completes. While authentication is pending, the order stays open and seller proceeds stay unavailable. Authentication only covers the characteristics actually examined.
Returns and Refunds
Mandatory remedies, seller return policies, and how returns run
Every seller must honor our minimum protection remedies. On top of that, sellers choose whether to accept discretionary returns for reasons like changing your mind, and that choice is shown before you accept an offer.
Disputes and Appeals
How a reported problem gets resolved
Either side can open a dispute from the order page. We pause the payout where we can, preserve the evidence, ask both sides for what we need, and issue a decision. Eligible decisions get one meaningful internal appeal.
Chargebacks
Bank disputes are not the same as a claim
A chargeback is a payment dispute you raise with your card issuer or bank. A protection claim is our internal process. They run on different timelines and different rules, and we never try to stop you from exercising your payment rights.
Local Pickup
Inspect first, then confirm with your code
For local pickup, the buyer pays through , inspects the item in person, and only then shares the one-time pickup code. Never give the code before you have the item in your hands.
Exclusions and Limits
Where protection stops
The Protection Program is a contractual marketplace program with limits. It is not a promise that every user, item, shipment, or transaction is legitimate, and it does not cover every conceivable loss.
User Responsibilities
The habits that keep you covered
Protection applies to eligible transactions completed and paid for through , with the material terms recorded here and the conversation kept here. These are the habits that keep you eligible.
Claim Deadlines
How long you have to act
Every step in the protection program has a clock. These are the default windows; category rules can change them, and we will always show the exact deadline on your order.
Fees and Payouts
Who pays what, and when money moves
Sellers pay the transaction fee. Buyers pay the item price, shipping, applicable tax, and any optional service they choose. Everything is itemized before either side commits.