1. Overview
Buyer and Swapper Protection is designed to reduce risk when transacting through Swopsee. Coverage rules apply only to eligible transactions completed through approved payment and communication channels on the platform.
2. Eligibility requirements
- Transaction initiated and completed through Swopsee.
- Payment made using an approved method on-platform (where payment applies).
- Both parties comply with Terms, Prohibited Items Policy, and community rules.
- Claim submitted within the required claim window.
3. What may be covered
- Item not received.
- Item materially not as described.
- For swaps: agreed item not sent or materially mismatched item received.
Coverage decisions are made case-by-case using evidence and transaction data.
4. Exclusions
- Off-platform payments, agreements, or communication-only deals.
- Claims raised outside the claim window.
- Normal wear and tear not materially affecting item condition disclosures.
- Buyer/swapper remorse where the item matches the listing.
5. Claims process and evidence
To raise a claim, users should provide:
- Order or transaction ID.
- Relevant message history on platform.
- Photos/videos of received item and packaging where relevant.
- Delivery tracking details (if available).
Claims may be rejected if evidence is insufficient or inconsistent with platform records.
6. Outcomes and timelines
Outcomes may include partial or full refund, transaction reversal, or denial of claim. We aim to resolve standard claims promptly, but complex disputes may require additional time.
For related disputes and chargeback handling, see Refunds & Disputes Policy.