Purchase protection
Review the buyer-facing protection flow from order snapshot to issue window, evidence, seller response, hub proof, return status, refund review, and owner approval.
Order Snapshot
- Protection starts from the order record, not from a free-form claim, so item title, seller, price, handoff, photos, and messages stay attached.
- Won auctions, buy-now orders, accepted offers, and bundle purchases should all preserve the listing state the buyer saw.
- Review actions remain gated to completed purchases or won auctions, with open issue status shown before feedback.
Issue Window
- The buyer should see when an item can be reported, when seller response is due, and when support review begins.
- Pickup, shipment, hub release, and local handoff can use different issue windows because the proof trail is different.
- Closed windows should still explain appeal paths when new evidence appears.
Evidence Checklist
- Missing item, damaged shipment, wrong item, condition mismatch, pickup issue, and accessory issue each need a different checklist.
- Evidence can include item photos, packaging photos, tracking status, QR release state, seller messages, hub notes, and requested outcome.
- Incomplete cases should request the exact missing proof instead of sending the buyer into a generic support form.
Seller Response
- Sellers need the issue type, evidence received, response deadline, order snapshot, and allowed actions in one view.
- Allowed actions can include accept return, provide proof, propose partial credit, request hub recheck, or escalate to support.
- Late or poor responses should connect back to seller standards, reputation, and support review.
Hub Proof
- Hub-assisted orders can show intake photos, condition notes, accessory count, packing proof, pickup window, and release record.
- Hub proof helps support separate seller description issues, shipping damage, buyer no-show, and desk release errors.
- Private review notes should remain separate from buyer-visible proof and seller-facing repair requests.
Return Status
- Return state should show eligibility, reason, evidence, seller response, shipment or pickup path, deadline, and next step.
- Final-sale or restricted-return items still need a report path for wrong item, missing item, safety issue, or proof conflict.
- Return policy should stay visible before bid, offer, or cart review so buyers understand the choice before purchase.
Refund Review
- The current demo does not move money, but it shows refund status, hold reason, credit option, seller impact, and support ownership.
- Refund review should connect to receipt records, seller statements, wallet credits, settlement review, and tax records.
- Customers should never be asked for payment credentials or sensitive account details in a public demo route.
Owner Approval
- Owners should approve issue windows, evidence rules, return settings, seller response deadlines, refund authority, appeal handling, and customer notices.
- Approval should show which categories can launch with seller-only proof, which require hub proof, and which should stay limited.
- Launch should preserve buyer confidence while avoiding broad promises that the operator cannot staff or enforce.
Digital Purchase Protection
- The order snapshot preserves publisher program, asset reference, metadata version, buyer requirements, quote terms, transfer events, ownership requery, and finality state.
- Coverage includes non-delivery, wrong entitlement, duplicate charge, unauthorized purchase or account takeover, publisher reversal, and materially false metadata.
- No marketplace employee can override a publisher eligibility decision, fabricate ownership, or release seller proceeds before the transfer and risk gates complete.
Purchases Center
Orders, auction wins, receipt records, issue windows, report entry, and review eligibility.
Buyer Protection
Coverage rules, seller standards, auction expectations, returns, and report timing.
Resolution Center
Missing item, condition issue, seller response, hub proof, outcomes, and appeals.
Report Item Issue
Guided issue intake with documentation checklist, seller response, hub proof, and next action.
Returns & Refunds
Eligibility, evidence, seller response, refund holds, and support review.
Return Shipping
Return labels, hub drop-off, carrier scans, seller inspection, refund release, and owner approval.
Order Detail
Item snapshot, timeline, seller context, review eligibility, and report entry point.
Support Case
Required documents, buyer notes, seller response, review timeline, and next action.
Hub Assurance
Custody steps, condition notes, proof photos, handoff status, and report evidence.
Receipts & Invoices
Buyer receipts, seller statements, refund records, credits, exports, and notices.
Dispute Evidence
Order snapshots, delivery proof, refund review, seller holds, hub evidence, and finance approval.
Payment Review
Seller releases, refunds, chargeback review, credits, tax readiness, and finance ownership.
Seller Standards
Listing accuracy, fulfillment, communication, dispute response, limits, and appeals.
Current demo state
Purchase protection is represented as an inspectable case flow.
The static demo shows order snapshots, issue windows, evidence checklists, seller response, hub proof, return status, refund review, and owner approval without asking for payment details or processing refunds.
Future platform state
Launch purchase protection needs approved authority.
Launch-ready service needs secure evidence uploads, customer notices, seller response enforcement, refund permissions, appeal history, release rules, and audit trails.