1. Principle

Escrow protects both sides: sellers should not ship without cleared funds; buyers should not lose money for non-delivery or material misrepresentation. Refunds and charge-like outcomes flow through TradeSafe escrow (release, partial amendment, or refund), not informal cash deals.

2. Inspection window

After delivery is confirmed, buyers have the TradeSafe inspection window on that transaction (typically up to 7 days, often used as 24–48 hours in practice) to accept or dispute. Act before the window closes; silence may result in automatic release to the seller.

3. How to raise an issue

• Pre-purchase questions about a listing: use Ask seller on the product page or Listing questions in My Account (sellers who buy use that inbox too) — not Order support.
• After purchase: contact the seller from your ToneTrade order with photos, video, and tracking evidence.
• If unresolved, follow TradeSafe’s dispute instructions from their email/SMS so escrow funds stay locked.
• Provide material evidence — frivolous or unsupported claims may be dismissed and funds released to the seller.

4. Possible outcomes

• Full or partial refund to the buyer (via TradeSafe amendment / refund process).
• Release to the seller if the complaint lacks substance or buyer accepted the goods.
• Return of goods as agreed between parties before release.
• Escalation to Small Claims Court or arbitration if parties cannot settle — TradeSafe follows lawful instructions on fund release.

5. Card chargebacks

If you paid by card, a chargeback is a separate bank/scheme process. Opening a chargeback while also pursuing escrow remedies may delay resolution. Contact ToneTrade support and TradeSafe with your order number before filing where possible.

6. Seller refund policies

Individual sellers may publish additional refund notes on their store. Those notes cannot override TradeSafe escrow rules or remove buyer protection for non-delivery / material misrepresentation while funds remain in escrow.