Dispute Resolution Policy

Last Updated: June 2026

Overview

YuSocial operates an escrow-based marketplace designed to protect both Buyers and Sellers. This policy outlines how disputes are raised, reviewed, and resolved to ensure every transaction on our platform is fair, transparent, and trustworthy.

1. How Our Escrow System Works

When a Buyer places an order on YuSocial Marketplace, payment is held securely in escrow and is not released to the Seller until one of the following occurs:

The Buyer marks the order as Complete after confirming satisfactory delivery, or
The dispute window expires without a raised dispute and the system auto-releases funds

For Digital Products: Buyers receive instant access to their purchase upon payment. All sales of digital products are final once access is granted, except where the product is materially different from its description.

Important: Once a Buyer marks an order as Complete and funds are released to the Seller's wallet, the dispute window is permanently closed. No refund claims will be accepted after this point. Buyers are advised to thoroughly verify their order before confirming delivery.

2. When to Raise a Dispute

A dispute may be raised by a Buyer only before marking the order as Complete, under the following conditions:

Item not received — Within 7 days of expected delivery date
Wrong item received — Within 48 hours of physical receipt
Damaged item received — Within 48 hours of physical receipt
Item significantly different from listing — Within 48 hours of physical receipt

Sellers may also raise a dispute in the following situation:

Buyer not confirming delivery — If a Seller has evidence of successful delivery but the Buyer has not marked the order Complete within 14 days of the confirmed delivery date

3. How to Raise a Dispute

Step 1 — Submit a Support Ticket Visit our Support Center and open a ticket under the category "Marketplace Dispute." Include your Order ID, a clear description of the issue, and any supporting evidence.

Step 2 — Provide Evidence Attach photographs, screenshots, courier tracking information, or any other documentation that supports your claim. Disputes submitted without supporting evidence may be dismissed.

Step 3 — Await Acknowledgement YuSocial will acknowledge your dispute within 48 hours of submission. Both parties will be notified and given the opportunity to present their case.

Step 4 — Resolution Decision After reviewing evidence from both parties, YuSocial will issue a final resolution decision. This decision is binding on both the Buyer and Seller.

4. Dispute Scenarios and Resolutions

Scenario A — Item Not Received The Buyer claims the item was never delivered.

The Seller must provide a valid courier tracking link within 48 hours of the dispute being raised
If tracking confirms non-delivery, a full refund will be issued to the Buyer from escrowed funds
If tracking confirms delivery was made, the Buyer will be contacted for further clarification before a decision is issued
If the Seller fails to provide tracking within 48 hours, the dispute will be resolved in the Buyer's favor

Scenario B — Wrong or Damaged Item Received The Buyer receives an item different from what was listed or arrives in a damaged condition.

The Buyer must provide photographic evidence within 48 hours of receipt
The Seller has 48 hours to respond with a counter-statement or evidence
If the dispute is resolved in the Buyer's favor, the Buyer must return the item to the Seller at the Buyer's own shipping cost before a refund is processed
Refund will only be released after the Seller confirms receipt of the returned item
YuSocial reserves the right to issue a partial refund where appropriate

Note: Buyers are responsible for return shipping costs in all cases. YuSocial is not a logistics provider and bears no liability for loss or damage during return shipping.

Scenario C — Buyer Not Confirming Delivery The Seller has evidence of successful delivery but the Buyer has not marked the order Complete.

The Seller raises a dispute after 14 days of confirmed delivery with no Buyer action
YuSocial will contact the Buyer directly for confirmation
If the Buyer cannot provide evidence of non-delivery or a valid reason for delay, funds will be auto-released to the Seller after a 72-hour notice period

5. Refund Guidelines

All approved refunds are returned to the Buyer's YuSocial Wallet
Refunds are only processed from escrowed funds. Once funds have been released to a Seller's wallet, no refund can be initiated through YuSocial
Refunds are processed within 5 business days of a resolution decision being issued
YuSocial does not guarantee refunds for disputes raised outside the stated time windows

6. Platform Limitations and Liability

YuSocial acts solely as an intermediary escrow and dispute arbitration service. We are not a logistics provider and bear no responsibility for:

Delays, loss, or damage caused by third-party courier services
Misrepresentation by Sellers in their product listings
Buyer decisions made after funds are released from escrow

YuSocial's arbitration decision in any dispute is final and binding. By transacting on YuSocial Marketplace, both Buyers and Sellers agree to abide by this policy in its entirety.

7. Abuse of the Dispute System

YuSocial reserves the right to suspend or permanently ban any user found to be:

Filing false or fraudulent disputes
Providing fabricated evidence
Repeatedly exploiting the dispute process in bad faith

Need to Raise a Dispute?

Visit our Support Center and open a ticket under "Marketplace Dispute." We respond to all disputes within 48 hours.

This policy applies to all transactions conducted on the YuSocial Marketplace and is subject to change with reasonable notice to users.