1. Principle

Escrow protects both sides: sellers should not ship without cleared funds; buyers should not lose money for non-delivery or material misrepresentation. Refunds and charge-like outcomes flow through TradeSafe escrow (release, partial amendment, or refund), not informal cash deals.

2. Inspection window

After delivery is confirmed, buyers typically have a short window (often 24–48 hours depending on TradeSafe transaction settings) to accept or dispute. Act quickly; silence may result in automatic release to the seller.

3. How to raise an issue

• Contact the seller from your ToneTrade order with photos, video, and tracking evidence.
• If unresolved, open a dispute so TradeSafe locks escrow funds.
• Provide material evidence — frivolous or unsupported claims may be dismissed and funds released to the seller.

4. Possible outcomes

• Full or partial refund to the buyer (via TradeSafe amendment / refund process).
• Release to the seller if the complaint lacks substance or buyer accepted the goods.
• Return of goods as agreed between parties before release.
• Escalation to Small Claims Court or arbitration if parties cannot settle — TradeSafe follows lawful instructions on fund release.

5. Card chargebacks

If you paid by card, a chargeback is a separate bank/scheme process. Opening a chargeback while also pursuing escrow remedies may delay resolution. Contact ToneTrade support and TradeSafe with your order number before filing where possible.

6. Seller refund policies

Individual sellers may publish additional refund notes on their store. Those notes cannot override TradeSafe escrow rules or remove buyer protection for non-delivery / material misrepresentation while funds remain in escrow.