1. Our Commitment to Fairness
At Swivel, trust is our foundation. Our Secure Escrow Payment system is designed to protect both Buyers and Sellers. This policy outlines the official step-by-step process for resolving disputes when a transaction does not go as planned.
2. When to Initiate a Dispute
Initiate a dispute only after attempting to resolve the issue directly with the Seller via in-app chat. Valid reasons include Item Not as Described (INAD), Item Not Received (INR), or incomplete orders. Buyer’s remorse is not covered.
3. The Dispute Resolution Process
- Buyer initiates the dispute: Within 48 hours of receiving the item (or expected delivery). This freezes the escrow funds.
- Evidence submission: Both parties have 72 hours to submit evidence (photos, chat logs) in the private mediation channel.
- Mediation and decision: Swivel Support reviews evidence and issues a final, binding decision.
4. Resolution and Action
Possible outcomes include full refund (minus the 4% non-refundable fee), payout to seller (minus 4% fee), or a partial refund if both parties agree.
5. Seller Protection
Swivel protects sellers from fraudulent claims. Users abusing the dispute system may face account termination.