Buyer protection

🛡️ Buyer Protection

When you shop with Buy now, you're protected in several ways at once:

• Verified sellers – everyone who sells through Buy now has verified their identity and bank account with the Stripe payment gateway.
• Secure card payments – neither the seller nor we ever see your card details.
• The seller must ship within 7 days and add a tracking number. If they don't, we'll cancel the order and refund you automatically.
• The seller doesn't get paid straight away – their payout is only released 14 days after you pay.
• Protection from your bank – if you pay by card, as a last resort you can ask your bank to dispute the payment.

❌ I want to cancel my order

You can cancel an order from its order details page as long as the seller hasn't shipped it yet. Your money goes back to your card automatically – usually within 5–10 days, depending on your bank. Once the order has shipped, it can't be cancelled; if there's a problem with it, follow the steps below.

The seller can cancel too (for example, if they no longer have the item) – in that case you'll also get your money back automatically.

⚠️ Something's wrong – Report a problem

If your parcel hasn't arrived, you got the wrong item, it's damaged, something's missing or the item doesn't match the listing, open the order and tap Report a problem:

1. Choose a reason and describe what happened.
2. Add photos – of the item, the damage, the packaging and the shipping label. Don't throw the packaging away yet.
3. The seller will receive your report in your chat. Try to sort it out together – the seller can refund you (in full or in part).
4. If you can't reach an agreement within 7 days, we'll get in touch with the next steps.

🏦 If you can't reach an agreement with the seller

BATNER doesn't decide who's right in a dispute – the seller is an independent trader. If you can't come to an agreement, you can:

• ask your bank to dispute the card payment (a so-called chargeback) – the bank will review the dispute and the seller has to respond to it,
• or message us via Contact us in the app and include your order number. We take action against repeat fraud – scammers have their selling and payouts suspended.

🚫 The seller has blocked me or isn't responding

Even if the seller blocks you in the chat, your order won't disappear. You'll see a Contact support button in the chat – support will immediately see which order it's about. We're notified of every block that happens during an order.

🚩 Reporting a user

If someone seems suspicious, is harassing you or is trying to scam you, report them – in the chat or on their profile via Report user.