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TrustCart is built for safer social commerce with verified payments and payment protection.

Fair Dispute Resolution, Built for WhatsApp Commerce

If something goes wrong, TrustCart protects both buyer and seller with a structured process, evidence review, and clear timelines.

Dispute resolution image showing calm issue handling, package review, and fair buyer-seller protection.

Funds Stay Held

Money remains in escrow while the dispute is active. No one can withdraw early.

Evidence Upload

Both sides can submit photos, chats, delivery proof, or receipts.

Clear Timelines

Sellers respond in 24 hours. We aim to decide within 48 hours after evidence is complete.

Decision & Action

Refund to buyer or release to seller based on verified evidence and policy.

Step-by-Step Dispute Process

Simple rules. Clear actions. No confusing back-and-forth.

1

Buyer Raises a Dispute

The buyer can raise a dispute within the dispute window. The order immediately becomes “DISPUTED” and escrow remains locked.

Funds lockedDispute openedTimer starts
2

Seller Gets Notified & Responds

The seller receives a notification and has up to 24 hours to respond with evidence (delivery proof, photos, chat logs).

Seller notified24h responseUpload proof
3

Evidence Review

TrustCart admin reviews evidence from both sides. If more info is needed, we request clarification before deciding.

Evidence reviewPolicy checksFair decision
4

Refund or Release

If the dispute is ruled for the buyer, we refund. If ruled for the seller, we release payment. Partial outcomes may apply in edge cases.

RefundReleasePartial (if needed)

Dispute Window Rules

  • ✓Buyers can dispute within the dispute window (e.g. delivery time + 5 days).
  • ✓Once a buyer confirms delivery, refunds are no longer possible for that order.
  • ✓False claims or fraud attempts may lead to account suspension.
Window-based escrowEscrow protectionAnti-fraud checks

What Evidence Helps Most?

•Delivery proof (waybill, rider confirmation, tracking logs)
•Product photos / condition photos
•WhatsApp chat screenshots showing agreement and timeline
•Any receipts or packaging evidence
Tip: The more clear and timestamped your proof is, the faster we can resolve the case.

Questions about dispute handling?

Read the support guidance or reach out if you want help understanding how reviews and evidence work.

Go to SupportContact Us →