Reswell Purchase Protection

Purchase Protection covers buyers on eligible orders paid through Reswell checkout. This page also explains what sellers can expect — fair rules, no extra protection fees on your payouts, and how claims work when a buyer opens one.

Buyer protections

Purchase Protection is for buyers: people who buy items on Reswell and complete payment in the app. It is how we stand behind your purchase when something goes wrong in a covered scenario — you do not pay an extra fee for this coverage on eligible orders.

What buyers get when a claim is approved:

Money back — a full refund of the item price and shipping you paid for that order (no separate protection cap on covered claims).
Covered problems — non-delivery, item not as described (material mismatch), or damage in transit (with required evidence where stated below).
Returns when required — for not-as-described and damage claims, we provide a prepaid return label; your refund is released after the seller confirms receipt.

Eligibility: Protection applies to eligible orders only — for example, it requires checkout and payment on Reswell, tracked shipping for covered shipment claims (not local pickup), and filing within the protection window. See What's not covered and Protection window.

Seller protections

When you sell on Reswell, eligible orders are still covered by the same Purchase Protection program — but you are not charged an additional fee for it. Reswell funds approved buyer refunds from our marketplace fee; your agreed seller share (93% of the sale price) is not reduced by a separate “protection” line item. See How protection is funded.

What sellers can rely on:

Claims are limited to the policy— buyer's remorse, subjective expectations, and off-platform payments are out of scope. “Not as described” requires a material mismatch with the listing; minor issues that weren't represented may not qualify.
Review before outcomes — we aim to review protection claims within 3 business days, using the evidence submitted (photos, tracking, messages). Outcomes follow this policy and what the record shows.
Returns when required — for covered not-as-described or damage claims, we issue a prepaid return label to the buyer. Refunds to the buyer complete after you confirm you received the return, so legitimate returns are handled through a clear, documented flow.
Tracking protects everyone — for shipped orders, use tracked shipping and add tracking to the order. It helps show delivery status and is required for protection on shipped orders (see exclusions for local pickup).

Manage your sales, tracking, and buyer messages from Sales. If a buyer opens a claim, respond promptly in the order thread with accurate information so we can review fairly.

The sections below describe buyer remedies for covered problems. Sellers should ship as described, use tracking for shipped orders, and cooperate with returns when this policy applies.

If your item never arrives

If your item never arrives, you get back every dollar you paid — item price and shipping. No cap, no return needed. Guaranteed.

No questions asked if tracking confirms non-delivery.

If your item is not as described

If your item is significantly different from what was listed, you get back every dollar you paid— item price and shipping. We'll send you a free prepaid return label. Your refund is released the moment the seller confirms receipt.

Note: “Significantly different” means a material mismatch from the listing description. Minor cosmetic differences not mentioned in the listing do not qualify.

If your item arrives damaged

If your item arrives damaged, you get back every dollar you paid— item price and shipping. We'll send you a free prepaid return label. Your refund is released the moment the seller confirms receipt.

Photo evidence of the damage is required. Damage must be visible and clearly related to transit, not pre-existing.

What's not covered

Changed your mind after purchase (buyer's remorse)
Item matches the description but you expected something different
Damage you caused after receiving the item
Local pickup orders — protection requires tracked shipping
Payments made outside Reswell (e.g. Venmo, cash, bank transfer)
Claims filed more than 30 days after confirmed delivery

How to file a claim

1Go to Orders (/dashboard/orders).
2Open the order you need help with.
3Tap Refund help. Say whether you've already messaged the seller, then describe what happened in What should we know?— include tracking numbers, dates, and clear details. Our team may email you if we need photos or more information (there isn't a separate upload step in the form today).
4Tap Submit to support. We aim to review within 3 business days.
5For general questions to Reswell that aren't a refund issue on this order, use Ask Reswell on the same order page instead.

Refund help and Ask Reswell show on the order page while the order is confirmedand a refund isn't already processing or completed.

Go to my orders

Protection window

Opens when your order is placed.

Closes 30 days after delivery confirmation — or when you leave a positive review, whichever comes first.

You can see the exact countdown on your order detail page while protection is active.

How protection is funded

Reswell funds buyer protection from our 7% marketplace fee. Sellers keep 93% of the sale price; there are no separate protection surcharges or deductions from seller payouts for this program.

Questions about a claim or this policy?