Trust & safety

Refund policy.

Escrow exists so that buyers can get their money back when things go wrong. This page explains exactly when that happens, how the refund moves, and what each fee does.

The short version

Funds sit in Nscrow's custodial escrow from the moment you accept an offer until the item delivers or a dispute resolves.
No item, no payment. If the sourcer doesn't ship or the item never arrives, the escrow returns to the buyer's original payment method.
The platform fee only applies on completed orders. Refunded orders are fee-free for the sourcer and full-refund for the buyer (including the Stripe processing fee).

When you get a refund

Payment didn't complete: If the Stripe Checkout was cancelled or expired before payment cleared, no charge ever happened. The order is cancelled and the offer goes back into the open pool.
Sourcer never shipped within 14 days: If the order is FUNDED but the sourcer doesn't add a tracking number within 14 days, the buyer can request a refund. Escrow returns in full.
Item never arrived: Tracking shows delivered but the package isn't with the buyer, or tracking has stalled for more than 14 days after shipment. File a dispute — if upheld, full refund.
Item is materially different from the listing: Wrong model, wrong condition, counterfeit, defective. File a dispute with photos — if upheld, full refund (or partial split for minor issues).
Nscrow side error: If we make a mistake (released funds early, charged the wrong amount, etc.), we cover it from our balance and refund you in full including the processing fee.

When you don't get a refund

Change of mind. If the item arrived and matches the listing snapshot, a buyer can't cancel for personal reasons. The escrow releases to the sourcer as agreed.
After auto-release. Once 48 hours have passed since carrier-confirmed delivery without a dispute, the funds transfer and we can't pull them back from the sourcer's account. Open a dispute before the timer runs out.
Off-platform payments. If you paid the sourcer outside Nscrow, we have no record. Don't do this — escrow is the only thing standing between you and a stranger's honesty.
Damage caused after delivery. Once the package is in your hands and the item matches, post-arrival damage isn't covered.

How the money moves

Refunds happen through Stripe and return to the original payment method. We can't redirect them to a different card or bank account.

Card refunds: Visible on your card statement within 5–10 business days, depending on your bank. Stripe's side is instant; the delay is at the issuer.
Bank transfer / BPAY: Returned to the originating account in 2–5 business days.
Partial refunds: The split amount returns to the original payment method; the remainder transfers to the sourcer's connected account, minus the platform fee on their portion.

What happens to the fees

Platform fee (10% of margin, $1 min): Only charged on funds that actually release to the sourcer. Full refund = $0 platform fee. Partial split = platform fee proportional to the sourcer's portion.
Stripe processing fee (2.9% + $0.30): Refunded with the order on full refunds. On partial refunds, we refund a proportional share. Note: Stripe themselves don't refund their processing fee — Nscrow absorbs it from platform revenue so the buyer is whole.

Custodial escrow disclosure

During the beta, escrowed funds are held in Nscrow's Stripe balance — this is a custodial setup. Nscrow has technical control of the funds until the release condition is met (delivery confirmed, dispute resolved, or refund triggered). Non-custodial settlement (e.g. on-chain USDC with smart-contract release) is on the roadmap but not in scope today.