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 explains the 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 unless the seller agrees to a return.
If you suspect fraud, do not finalize the transaction. Use the in-app dispute or report features so we can review the transaction and preserve evidence.
3. Dispute Timeline
- Start window: File a dispute within 48 hours of delivery or expected delivery date.
- Evidence window: Both parties have 72 hours to submit evidence (photos, chat logs, delivery proof).
- Decision: Swivel Support reviews evidence and issues a final decision.
If timing is critical due to delivery issues or safety concerns, contact support as soon as possible so we can evaluate an expedited review.
4. Evidence Standards
Evidence should be clear and time-relevant. Acceptable evidence includes photos of the item, packaging, tracking records, delivery confirmation, and in-app chat messages.
For services or digital items, evidence may include screenshots of deliverables, access logs, or proof of non-delivery.
5. Returns and Shipping
If a return is required, Swivel will specify the return address and timeline. Unless otherwise determined in the decision, return shipping costs are paid by the party at fault. Items must be returned in materially the same condition as received.
If an item is returned in a different condition, Swivel may reduce the refund amount or deny the refund based on the evidence.
6. Resolution Outcomes
Possible outcomes include full refund (minus the 4% non-refundable fee), payout to seller (minus 4% fee), or partial refund based on evidence. If both parties agree to a partial refund, Swivel will process it through escrow.
Partial refunds may be used when an item is usable but not as described, or when delivery is delayed but completed. Swivel determines the final outcome based on available evidence.
7. Unresponsive Parties
If a party fails to respond within the evidence window, Swivel may decide the dispute based on available information.
8. Chargebacks and Fraud
Chargeback abuse or fraudulent disputes may result in account termination and loss of platform access. Swivel may provide evidence to payment processors and authorities as required.
If a chargeback is filed, the dispute process may pause until the payment processor issues a decision.
9. Items Not Eligible for Return
Certain items may not be eligible for return due to hygiene or safety concerns, or because they are digital goods or services. This does not limit your right to dispute if the item is not as described or not delivered.
10. Seller Protection
Swivel protects sellers from fraudulent claims. Users abusing the dispute system may face account termination.
Last Updated
Last updated: May 25, 2026