Refund & Dispute Policy

AssetShift is a marketplace intermediary and escrow facilitator, not a party to the underlying commercial transactions between buyers and sellers. AssetShift administers this Refund and Dispute Policy to protect both buyers and sellers and maintain trust in the Platform.

AssetShift's decisions under this Policy are made in good faith and are final within the Platform. They do not constitute legal judgments and do not prevent parties from seeking remedies through courts or arbitration after exhausting Platform processes.

Understanding the payment flow is essential to this policy:

1. Buyer pays AssetShift via Stripe checkout
2. Funds are held in escrow by AssetShift (not released to seller)
3. Inventory pickup or delivery is arranged and completed
4. Buyer confirms receipt in the Platform
5. Dispute window passes (or dispute is resolved)
6. AssetShift releases funds to seller via Stripe Connect

No funds are released to sellers until this process is complete. This design protects buyers from paying for goods that are not delivered as described.

Who can open a dispute. Either the buyer or the seller may open a dispute through the Platform's dispute system.

When to open. Buyers should open a dispute if: (a) the Inventory has not been delivered within an agreed timeframe; or (b) the Inventory received materially differs from the listing description. Disputes must be opened before confirming delivery.

Time limit. Disputes must be opened within 5 business days of the documented delivery date or of the agreed-upon delivery deadline. Disputes opened after this window may not be eligible for review, at AssetShift's discretion.

How to open. Open a dispute through the Platform's dispute section. Do not contact AssetShift via external email or social media to initiate a dispute — only Platform-initiated disputes are tracked and processed under this Policy.

Required documentation. Buyers opening disputes must provide: (a) clear photographs or video of the Inventory as received; (b) a specific description of how the Inventory differs from the listing; and (c) any relevant communication from the seller through the Platform.

Eligible dispute grounds:

• Inventory materially different from the listing description (significant condition difference, wrong item, wrong specifications)
• Inventory not delivered within the agreed or reasonable timeframe after payment
• Significant undisclosed damage or defects not mentioned or visible in listing photographs
• Material quantity shortfall (e.g., lot listed as 100 units; only 72 units present at pickup)
• Seller refuses to make Inventory available for pickup after payment

Not eligible for dispute:

• Change of mind by buyer after accepting an offer
• Market price changes between offer acceptance and delivery
• Minor cosmetic differences consistent with the described condition category (e.g., normal wear-and-tear in a "Used — Fair" condition listing)
• Buyer's inability to use Inventory for their intended purpose, unless seller made specific representations about fitness for purpose in the listing
• Freight or logistics issues after goods have left the seller's premises (these are separate from the seller's obligations)
• Inventory that the buyer had an opportunity to inspect in person before purchase but chose not to

Acknowledgement. AssetShift will acknowledge a dispute within 2 business days of it being opened on the Platform.

Information gathering. AssetShift may request additional information, photographs, or documentation from either party. Both parties agree to cooperate with AssetShift's investigation by providing requested information within 5 business days of the request.

Evidence reviewed. AssetShift may review: listing description and photographs at time of offer acceptance; buyer-submitted photographs of received Inventory; Platform messages between buyer and seller; delivery records, freight documents, and tracking information; and any other relevant Platform records.

Determination. AssetShift will issue a determination within 7 business days of receiving all requested information. The determination will specify whether funds are released to the seller, partially or fully refunded to the buyer, or divided.

Full refund. A full refund may be issued where: Inventory was not delivered; the Inventory is entirely different from what was listed; or the seller made materially false representations that completely misrepresent the lot.

Partial refund. A partial refund may be issued where: a portion of the lot is missing; the Inventory is in materially worse condition than described but still has value; or a resolution that compensates the buyer for the discrepancy without requiring full return is appropriate.

No refund. No refund is issued where: the dispute is not eligible under this Policy; the Inventory was accurately described and is in the condition represented; or the buyer confirmed delivery without opening a dispute or noting visible issues at time of receipt.

Return of Inventory. AssetShift may (but is not required to) condition a refund on the buyer returning the Inventory to the seller. Where return is required, buyer is responsible for return shipping costs unless the dispute results in a full refund, in which case AssetShift may (at its discretion) coordinate return logistics.

Refund Timing. Refunds are processed via Stripe to the original payment method. Stripe processing and banking institution timelines for refund to appear on the buyer's statement are outside AssetShift's control and typically take 5–10 business days.

Platform Fee. The platform fee is non-refundable on completed transactions. Where a full refund is issued due to a qualifying dispute, AssetShift will refund the platform fee at its discretion. Partial refunds do not generally include a refund of the platform fee.

Where a dispute is opened against a seller, the seller will be notified via Platform notification and email. The seller has 5 business days to respond to the dispute with their account of the transaction and any supporting documentation.

Sellers are strongly encouraged to resolve disputes through direct communication with the buyer via the Platform before AssetShift intervenes. AssetShift may facilitate direct resolution between parties where appropriate.

Sellers who repeatedly receive upheld disputes may face listing restrictions, payout delays, or account termination.

A chargeback is when a buyer contacts their bank or credit card company to reverse a charge without going through the Platform's dispute process.

Buyers agree not to initiate a chargeback without first opening and exhausting AssetShift's dispute process. Initiating a chargeback while a Platform dispute is in process is a breach of the Buyer Agreement and may result in: (a) account suspension; (b) AssetShift contesting the chargeback on the seller's behalf; and (c) the buyer being held liable for any costs AssetShift incurs in contesting the chargeback.

Stripe may impose additional chargeback fees on the buyer's account in accordance with Stripe's policies.

AssetShift monitors for patterns of dispute abuse, including buyers who repeatedly open disputes without valid grounds, or sellers who repeatedly misrepresent Inventory. AssetShift reserves the right to deny dispute claims, restrict accounts, and refer suspected fraud to law enforcement.

Submitting false or fabricated evidence in a dispute proceeding is a material breach of the Terms of Service and this Policy, and may constitute fraud.

The Direct Acquisition program (where AssetShift purchases Inventory directly from a seller) follows a different process:

• Payment to sellers for direct acquisitions is not subject to a buyer dispute — there is no third-party buyer.
• AssetShift may reduce or withhold payment if the Inventory does not match what was represented in the submission upon inspection or pickup.
• Sellers may dispute AssetShift's valuation adjustments through the Platform's dispute system within 5 business days of being notified.

AssetShift may update this Refund and Dispute Policy at any time. Changes will be communicated via Platform notification and/or email. The version in effect at the time a transaction is created governs disputes related to that transaction.