Dispute Policy

A dispute may be opened by the buyer on a completed marketplace order, for one of these reasons:

• item never received
• item significantly not as described, including suspected counterfeit
• item arrived damaged
• wrong item received

• Item never received: once 7 days have passed since the seller marked the order as dispatched, as long as you haven't confirmed receipt.
• Not as described, damaged, or wrong item: after you confirm receipt, so you have the card to describe. Do this within the 48-hour hold if you can, before the seller is paid (see section 4).
• Something else: once the order has been dispatched.

Only one dispute can be open on an order at a time.

You may, and for most reasons should, attach photos and a written description. Evidence is private — only you, the seller, and HoloLedger can see it.

The seller has a 5-day window to respond with their own evidence or statement. This window is advisory — it does not automatically resolve the dispute in either party’s favour if missed.

Once you confirm receipt of an order, HoloLedger holds the seller’s proceeds for a 48-hour inspection window before release. Opening a dispute within that window, or later, blocks the payout until the dispute is resolved.

Every dispute is reviewed by HoloLedger before a decision is made — no outcome is automatic. Exactly three outcomes exist:

• Full refund to buyer — 100% of the item price, shipping (where charged), and the Buyer Protection fee. If the seller had already been paid, HoloLedger attempts to recover the funds from the seller; HoloLedger, not the buyer, bears the risk if that recovery fails.
• Seller wins — no refund; the transfer proceeds with, or stays with, the seller.
• Withdrawn — you may withdraw your own dispute at any time before it's resolved.

• No specific resolution time is guaranteed.
• A full refund does not require you to return the physical card.
• Trade Protection (card-for-card trades) has no dispute mechanism at all — see our Trade Protection Policy.
• If Stripe itself opens a card-network dispute (a chargeback) on the same payment, HoloLedger's own dispute resolution is paused until that concludes, to avoid two systems moving the same money at once.

The other party never sees your account’s internal moderation history, and HoloLedger’s internal resolution notes are never shown to the “losing” party as raw staff commentary.