Last updated: October 18, 2026
Your payment sits in escrow until you confirm the deal is good. If something's wrong, open a dispute from the order, funds stay held while it's resolved. The one exception is in section 1: a Verified seller can be paid at the first carrier scan, and your protection stays exactly the same.
For shipped orders you can open a dispute once the item is on its way and until 72 hours after tracking confirms delivery. Those 72 hours are your inspection window, so check the item as soon as it arrives. If you neither confirm nor dispute by then, escrow releases to the seller. On a shipped order whose seller payout is $600 or less, a Verified seller is paid earlier, at the carrier's first scan of the package. That changes only when the seller is paid: your buyer protection and this dispute window are unchanged, and any amount refunded to you after an early payment is recovered from the seller, not from you. Before the item ships there is nothing to dispute yet: you can cancel for a full refund within 3 hours of paying, and if the seller never gets a carrier scan, the order cancels itself and you are refunded in full. For local pickup, inspect the item at the meetup before you read the seller your pickup code. Giving the code confirms the handoff and releases payment, so there are no pickup disputes after it. If something is wrong, do not give the code: open a dispute from the order instead.
Damage, not-as-described, and wrong-item claims require photos or video. Keep all packaging for damaged-in-transit claims. Not-received claims are checked against carrier tracking automatically.
Refunds for damaged, not-as-described, or wrong items are return-first: we issue a prepaid return label, and the refund is processed when the return scans with the carrier. Sellers get a 48-hour inspection window after return delivery to flag a materially different return. We do not issue keep-the-item refunds.
You agree to use this process before initiating a card chargeback. Chargebacks filed on transactions already refunded, or in circumvention of this policy, may result in account action.
False claims, fraudulent evidence, returning a different item, and serial dispute abuse result in loss of buyer protection and account termination. The same applies to sellers who ship misdescribed items repeatedly, and remember, one lost dispute resets a seller's Verified progress.
A protected trade has its own dispute process, set out in Section 10 of the Terms. In short: only the user who received a box can dispute it, within 48 hours after tracking confirms delivery, with at least 2 photos or a video. A dispute freezes both users' collateral until an Endo admin decides with both users' evidence and the carrier's record. The user who shipped has 7 days to respond, nothing is decided automatically, and a wrong, not-as-described, or damaged item must be returned on an Endo label before any collateral is paid to the user who claimed. A trade offer without collateral is not covered by this policy beyond the refund of unconfirmed cash described in the Terms.
Contact support from any order, or email [email protected].