Chargeback Policy
A chargeback is a reversal of a card payment initiated directly with your bank or card issuer, rather than through our Returns & Refund process. This policy explains when a chargeback is appropriate and what happens if one is filed.
Please Contact Us First
Before filing a chargeback, please give us the chance to resolve the issue. Most order problems — items not received, not as described, or defective — can be resolved faster through our normal return/refund process, directly with the seller who fulfilled your order, or by escalating to our admin team if the seller does not resolve it. See our Returns & Refund Policy for details.
When a Chargeback May Be Appropriate
- Unauthorized use of your payment method that was not made by you or anyone with your permission.
- A seller failed to deliver an order and did not respond to a return/refund request or admin escalation.
What Happens When a Chargeback Is Filed
When we are notified of a chargeback, the related order is placed under review while we investigate. If the chargeback is found to be unwarranted — for example, the item was delivered as described and no return/refund request was ever submitted — we reserve the right to dispute the chargeback with the payment processor and provide records of the order, delivery, and any communication as evidence.
Account Impact
Filing a chargeback without first attempting to resolve the issue through our return/refund process, or filing a chargeback found to be unwarranted, may result in your account being suspended pending review.
Questions?
If you have a concern about an order, please reach out through Messages, your seller’s Store Support option, or contact us directly before filing a chargeback with your bank.