Refund & Dispute Policy

Q: Can I cancel a dispute I opened?

Yes. From the dispute page, click Withdraw dispute — this releases the funds to the seller and closes the case. Use this if you resolved the issue with the seller directly or realized the problem was on your end.

Last updated May 16, 2026

Refund & Dispute Policy

Quick summary

EscrowWays protects you with built-in escrow. Your payment is held safely by us until you confirm delivery, so refunds for non-delivery happen automatically. If something goes wrong with what you received, you can open a dispute within 24 hours and our admin team resolves it within 48 hours — full refund, partial refund, or release to seller depending on the evidence. This page explains every scenario: when you get a refund, how fast, and what happens when buyers and sellers disagree.

How refunds work on EscrowWays

EscrowWays is different from regular online stores. Your payment doesn't go directly to the seller — it goes into escrow, a protected holding account managed by us. This changes how refunds work:

The money is already with us when something goes wrong, so we can refund instantly without waiting for a seller to agree
You don't need your bank involved for most refunds — they happen entirely on the platform
Refunds are fast — usually resolved in 24 to 48 hours, not 30 to 90 days like bank chargebacks
The seller can dispute your refund claim — our admin team reviews both sides fairly

Refunds are credited to your EscrowWays wallet first. From there, you can use the balance for future purchases or withdraw to your original payment method.

When you get an automatic refund (no action needed)

The platform handles these refunds automatically — you don't need to open a dispute or contact us:

Seller didn't accept your order in time

When you place an order, the seller has an acceptance window (usually 60 minutes for instant goods, longer for custom services). If they don't accept within that window:

The order auto-expires
Your full payment is refunded to your wallet automatically
You can use the balance immediately or withdraw it
No dispute, no admin review, no waiting

You cancelled before the seller started work

For most orders, you can cancel any time before the seller marks the order as delivered:

Go to your order page and click "Cancel order"
The seller is notified
If they haven't started yet, you get a full refund
For custom services where the seller has invested time, you may receive a partial refund

Order was never marked as delivered within the deadline

Each listing has a delivery commitment. If the seller accepts but fails to deliver within that timeframe plus a grace period:

The platform may automatically refund you
You'll be notified by email
The seller may also face account penalties for repeated missed deadlines

When you need to open a dispute

If you received something but it's wrong, broken, or different from the listing, you need to open a dispute. This applies when:

The seller marked the order as delivered, but you didn't actually receive anything
The code, key, or credentials you got don't work
The product is significantly different from the listing description
The account or subscription was suspended shortly after you received it
The seller delivered the wrong product
Part of your order is missing
The seller communicated in a misleading way during the transaction

How to open a dispute

Go to your Orders page
Find the order in question
Click "Open dispute"
Select a reason from the dropdown menu
Write a clear explanation of what went wrong
Upload supporting evidence (screenshots, video, chat logs)
Submit

Once submitted, the seller is notified and has 24 hours to respond with their side of the story. Our admin team then reviews everything.

The 24-hour dispute window

You have 24 hours from delivery to open a dispute. After that, the order auto-completes and the funds are released to the seller. This is called the auto-release window, and it's what keeps the marketplace moving — without it, sellers would never get paid.

Why the 24-hour window exists

It gives you enough time to verify what you received works as promised
It protects sellers from indefinite holds on their earnings
It keeps disputes recent, so evidence is fresh and accurate
It encourages quick communication between buyers and sellers

What to do if 24 hours isn't enough time

For complex deliveries or large orders, you can request an extension from your order page before the window closes. The seller has to agree. If they don't agree and you're still verifying:

Open the dispute anyway as a precaution
Mark it as "verification in progress"
Withdraw the dispute if everything turns out fine

Opening a precautionary dispute doesn't penalize the seller — it just pauses the auto-release while you verify.

What evidence to include

The stronger your evidence, the faster your dispute gets resolved in your favor. Include:

For "code doesn't work" disputes

Screenshot of the error message when entering the code
Screenshot of the redemption attempt with timestamp
Video recording showing the code being entered and rejected (very strong evidence)
Any messages from the platform you tried to redeem on

For "not as described" disputes

Screenshot of the listing description (what was promised)
Screenshot of what you actually received
Side-by-side comparison if helpful
Specific quote from the listing showing what was promised

For "account suspended after delivery" disputes

Screenshot of the suspension notice from the service provider
Date and time of the suspension
Date and time you received the account from the seller
Any communication you had with the service provider

For "never received" disputes

Screenshot of your order page showing it's marked delivered but with no actual delivery
Email history showing no delivery notification arrived
Communication with the seller asking where the delivery is

How disputes are reviewed

Our admin team is trained to evaluate disputes fairly and quickly:

The review process

Dispute submitted — you provide your evidence and explanation
Seller notified — within minutes, the seller is alerted and shown your dispute
Seller responds — they have 24 hours to provide their side and any counter-evidence
Admin review — within the next 24 hours, our team reviews everything
Decision made — typically within 48 hours of dispute opening
Both parties notified — you and the seller receive the decision with reasoning
Action executed — refund processed (if you win) or funds released (if seller wins)

What admins consider

The listing description and any promises made
Both parties' evidence and credibility
Message history between buyer and seller
The seller's overall track record (complaints, ratings, prior disputes)
The buyer's account history (any history of false disputes)
Pakistani consumer protection norms
The specific nature of the digital product or service

Possible outcomes

Full refund to buyer — when the seller is clearly at fault
Partial refund — when both parties have some responsibility, or when only part of the order was wrong
Release to seller — when the dispute is found invalid (buyer misrepresenting, change of mind, etc.)
Request for more information — when evidence is unclear; both parties get another chance to provide details

Partial refunds — how they work

Not every dispute is black and white. Sometimes a partial refund makes more sense than full refund or full release. Examples:

Order of 10 codes, 3 don't work — refund 30% (the value of the broken codes), keep 70% with the seller
Account works but was missing a promised feature — refund 20-40% depending on how core the missing feature is
Custom service partially completed — refund based on what wasn't finished
Code works but in a different region than promised — partial refund reflecting the reduced usefulness

Partial refund amounts are decided by our admin based on the specific facts. Both parties can appeal if they disagree with the split.

How refunded money reaches you

When a refund is approved, here's the path it takes:

Refund credited to your EscrowWays wallet — happens immediately when the dispute is resolved
Email notification sent — you're told the refund has been processed
You decide what to do with the balance — either:
- Use it for future purchases on EscrowWays (instant)
- Withdraw to your original payment method (1 to 3 business days)
- Withdraw to a different supported payment method (1 to 3 business days)

Withdrawal processing times

JazzCash, EasyPaisa, SadaPay: usually within 24 hours
Bank transfer (IBFT): 1 to 3 business days
Credit/debit card refund (via PayFast): 3 to 10 business days, depending on your bank

If withdrawal takes longer than these timeframes, email support@escrowways.com with your withdrawal ID and we'll investigate.

Refunds don't include extra fees

You receive back the full amount you paid for the disputed portion. We don't charge any refund processing fee. However:

Bank charges from your payment provider (if any) are not refunded by us — those are between you and your bank
Currency conversion losses are not refunded if you paid in a non-PKR currency

When refunds are NOT available

We can't issue refunds in these situations:

After you confirmed receipt

Once you click "Confirm receipt" on your order page, the transaction is final. The seller has been paid, and the platform considers the order successfully complete. We only issue post-confirmation refunds in exceptional circumstances:

The item was fraudulent in a way you couldn't reasonably detect immediately (e.g., a code that worked at the moment of testing but was clearly resold to multiple buyers)
The seller is later confirmed to be running a scam operation affecting multiple buyers
Payment fraud is detected on the seller's side

For these exceptional cases, email support@escrowways.com with full evidence within 14 days of the discovery.

After the auto-release window expires

If you didn't open a dispute within 24 hours of delivery, the funds have auto-released to the seller. You can still appeal:

Email support@escrowways.com within 7 days of when you discovered the issue
Explain why you couldn't dispute within 24 hours (illness, travel, technical issue, etc.)
Provide evidence of the original issue
Our admin team will consider whether to make an exception

Late dispute appeals succeed only when there's a genuine reason you couldn't dispute on time AND clear evidence of the original issue. They're not automatic.

Change of mind

EscrowWays doesn't offer refunds for buyer's remorse on digital products. Once a digital code, key, or service has been delivered, you've received the product. Unlike physical goods, digital products can't be "returned" — once you have the code, you have the value.

Always read listing descriptions carefully before purchasing. If you're unsure about something, message the seller before buying.

Disputes based on factors outside the seller's control

Refunds aren't available when the issue is on your side rather than the seller's. Examples:

You bought a region-locked code without checking your region (clearly stated in the listing)
You can't use the product because of your own device or software limitations
Your internet connection or device prevented you from receiving the delivery
You forgot your authenticator app password (not related to the order)

Items where the listing explicitly warned of risk

For streaming and subscription accounts (where service providers may suspend transferred accounts), the listing is required to disclose this risk. If you bought knowing the risk, you accepted that the seller can't guarantee long-term account stability. Refunds in these cases depend on how quickly the suspension happened and what the listing specifically promised.

Appealing a dispute decision

If you disagree with the dispute outcome, you have appeal rights:

Senior admin review

Within 48 hours of the original decision, you can request a senior admin review:

Email support@escrowways.com with your order ID
Explain why you disagree with the decision
Provide any new evidence you didn't have before
A different admin (not the one who made the original decision) will review
Senior review decisions are issued within 5 business days
Senior review decisions are final

If you've already used the senior admin review and still disagree, we won't review the dispute again on the platform. At that point, your options are limited to legal remedies under Pakistani law.

What if the seller appeals YOUR successful dispute?

Sellers have the same appeal rights you do. If a seller appeals a dispute decision in your favor:

You'll be notified of the appeal
You can submit additional evidence or arguments
A senior admin reviews both sides again
The original decision may be confirmed, modified, or reversed
If reversed against you, your refund may be reclaimed from your wallet

This is why honest evidence matters — false claims can be reversed even after you've received a refund.

Honest disputes vs false claims

Our dispute system is designed to protect honest buyers. False or exaggerated claims hurt everyone:

What honest disputes look like

Clear factual descriptions of what went wrong
Evidence directly relating to the issue
Reasonable expectations based on the listing
Willingness to provide more info if requested
Willingness to accept partial refunds when appropriate

What false claims look like (and consequences)

Claiming non-delivery when delivery is provable
Disputing items you used or already redeemed
Exaggerating problems to get a full refund instead of partial
Repeated disputes across multiple orders with similar patterns
Coordinating with other buyers to file fake disputes

Buyers who file false disputes face:

Dispute denied and funds released to seller
Warning on your account
Account suspension after repeat false disputes
Permanent ban for systematic fraud
Reporting to authorities for large-scale fraud

Refund timeline summary

Here's a quick reference of how long different refund scenarios take:

Seller doesn't accept order: auto-refund within minutes of acceptance window expiring
You cancel before delivery: instant refund to wallet
Successful dispute: wallet credit within 24 to 48 hours of dispute opening
Withdrawal to JazzCash/EasyPaisa/SadaPay: additional 24 hours
Withdrawal to bank account: additional 1 to 3 business days
Withdrawal to card (PayFast refund): additional 3 to 10 business days

So even in the slowest case (dispute + card withdrawal), your total time from problem to money-in-bank is typically under 7 business days. Much faster than bank chargebacks.

Refunds and your credit score

Platform refunds do not affect your credit score in any way. They're handled entirely between you and EscrowWays without involving any credit reporting agency.

The only situation that could affect your credit is if you file an unauthorized chargeback with your bank and EscrowWays pursues legal recovery. That's why we strongly recommend using our dispute system — see our Chargeback Policy for details.

For sellers — your refund responsibilities

If you're a seller on EscrowWays, here's what you need to know about refunds:

When refunds come from your earnings

Disputes resolved in the buyer's favor result in refunds from your pending or wallet balance
Auto-refunds for non-acceptance never reach you (no money changes hands)
Partial refunds reduce your earning proportionally

Protecting yourself from disputes

Write accurate, detailed listing descriptions — over-describe rather than under-describe
Use real photos of what you're actually selling
Set realistic delivery times you can actually meet
Reply to buyers within 12 hours during business hours
Document every delivery (screenshot, copy of code sent, etc.)
Keep proof of ownership for accounts and subscriptions
Resolve issues directly with buyers when possible — before they open a dispute

Disputing buyer claims

When a buyer opens a dispute against you:

You have 24 hours to respond
Provide all evidence you have
Be specific and factual, not emotional
Show delivery proof, message history, listing screenshots
If the buyer's claim has merit, consider offering partial refund proactively

Sellers with strong evidence and clean track records win most disputes. Sellers with vague responses and weak evidence lose most disputes — regardless of who's actually right. Document everything.

How refunds interact with your wallet balance

Your EscrowWays wallet has two balance types:

Available balance: money you can spend or withdraw immediately
Locked balance: money tied up in active orders or pending earnings

When a refund is processed:

For buyers: the refunded amount moves to your available balance immediately
For sellers (who lose a dispute): the disputed amount is deducted from your pending or available balance
If your available balance is insufficient to cover a seller-side refund, we may deduct from future earnings until the debt is cleared

Updates to this policy

We may update this Refund and Dispute Policy as our procedures evolve or as Pakistani consumer protection laws change. When we update:

Material changes are announced at least 14 days before taking effect
Registered users get an email notification
Continued use of the platform after the change means you accept the updated policy
If you disagree with the changes, you can close your account before they take effect

The date at the top of this page tells you when it was last updated.

How to contact us

Open a dispute: use the "Open dispute" button on your order page
Appeal a dispute decision: support@escrowways.com
Late dispute requests (after the 24-hour window): support@escrowways.com
Withdrawal not arriving on time: support@escrowways.com
General refund questions: support@escrowways.com
Suspected fraud or scam: abuse@escrowways.com

Frequently asked questions

How long do refunds take on EscrowWays?

For auto-refunds (seller didn't accept or you cancelled before delivery), the money is in your wallet instantly. For dispute-based refunds, it takes 24 to 48 hours from when you open the dispute. Then withdrawing from your wallet to your bank takes another 1 to 3 business days.

Where does my refund go — back to my card or to my wallet?

Refunds always go to your EscrowWays wallet first. From there, you can either use the balance for future purchases or withdraw to your original payment method. Withdrawal to a bank or card takes additional processing time.

Do I get the full amount back, or are there fees?

EscrowWays doesn't charge any refund processing fee — you get back the full amount you paid for the disputed portion. However, your payment provider (bank, mobile wallet) may charge their own transfer fees on the withdrawal, which we don't control.

What if I missed the 24-hour dispute window?

Email support@escrowways.com within 7 days of discovering the issue. Explain why you couldn't dispute on time (illness, travel, didn't realize the issue until later). Our admin team will consider whether to make an exception, but late disputes aren't guaranteed.

Can I get a refund after I clicked "Confirm receipt"?

Generally no — confirming receipt is the final step that releases funds to the seller. Exceptions exist for fraud you couldn't reasonably detect at the time (codes resold to multiple buyers, sellers running confirmed scam operations). Always verify before confirming.

What's the difference between a refund and a chargeback?

A refund is handled within EscrowWays — fast, fair, and doesn't involve your bank. A chargeback is initiated through your bank — slow (30 to 90 days), bypasses our dispute system, and may violate our Chargeback Policy. Always use our refund system.

Can the seller refuse a refund I'm entitled to?

No. Once our admin team rules in your favor, the refund is processed automatically from escrow. The seller doesn't have to agree — they only get to provide their side during the dispute review. After the decision, the platform handles the refund.

What if the seller and I agree to a refund without involving admin?

Sellers can issue voluntary partial or full refunds from their order page. If you both agree, this is the fastest path — usually within an hour. No dispute needed.

What if I receive a refund but feel like I should have gotten more?

You can appeal within 48 hours of the decision by emailing support@escrowways.com. A different admin (senior reviewer) will look at the case fresh. Senior review decisions are final.

Does opening a dispute hurt the seller's account?

Opening a dispute doesn't penalize the seller — it's just a formal request for admin review. What matters is the outcome. If the seller is found at fault, that affects their account. If your dispute is found invalid, you may face penalties for false disputes if it's a pattern.

Can I dispute multiple orders at once?

Yes, if you have problems with multiple orders, open a dispute on each one separately. Each is reviewed individually based on its own evidence. Don't combine multiple complaints into one dispute — they get less attention that way.

What if EscrowWays is offline when I need to open a dispute?

The 24-hour dispute window is paused while the platform is unavailable. We track downtime in our server logs. If we have an outage during your dispute window, contact support@escrowways.com after we're back online — we'll extend your dispute window to compensate.

Can I cancel a dispute I opened?

Yes. From the dispute page, click "Withdraw dispute" — this releases the funds to the seller and closes the case. Use this if you resolved the issue with the seller directly or realized the problem was on your end.

How are refunds taxed?

EscrowWays doesn't handle your taxes. As a buyer, refunds aren't taxable income (you're just getting your money back). As a seller, refunds reduce your taxable income for the period. Consult an accountant for specific tax advice.

By using EscrowWays.com, you agree to this Refund and Dispute Policy.

Our goal is fair, fast resolution for every issue. Use our dispute system and we'll do our best to make things right.