{"id":17,"date":"2025-12-10T22:41:17","date_gmt":"2025-12-10T22:41:17","guid":{"rendered":"https:\/\/jbltrustecho.previewmysite.online\/?page_id=17"},"modified":"2025-12-11T00:37:36","modified_gmt":"2025-12-11T00:37:36","slug":"refund-dispute-policy","status":"publish","type":"page","link":"https:\/\/jbltrustecho.previewmysite.online\/index.php\/refund-dispute-policy\/","title":{"rendered":"Refund &amp; Dispute Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"17\" class=\"elementor elementor-17\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2e00d2e e-flex e-con-boxed e-con e-parent\" data-id=\"2e00d2e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3d22364 elementor-widget elementor-widget-heading\" data-id=\"3d22364\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">REFUND &amp; DISPUTE POLICY \u2014 TRUSTECHO<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4255e4a elementor-widget elementor-widget-text-editor\" data-id=\"4255e4a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This Refund &amp; Dispute Policy explains how TrustEcho manages disputes, refunds, evidence, and the release of funds between buyers and sellers.<br data-start=\"366\" data-end=\"369\" \/>This policy forms part of the <strong data-start=\"399\" data-end=\"431\">TrustEcho Terms &amp; Conditions<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3423ecf e-flex e-con-boxed e-con e-parent\" data-id=\"3423ecf\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b719a8d elementor-widget elementor-widget-heading\" data-id=\"b719a8d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. Purpose of This Policy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ad53e81 e-flex e-con-boxed e-con e-parent\" data-id=\"ad53e81\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-600254f elementor-widget elementor-widget-text-editor\" data-id=\"600254f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"473\" data-end=\"699\">TrustEcho provides a secure payment-protection service by holding funds in escrow until a transaction is completed or reviewed during a dispute.<br data-start=\"617\" data-end=\"620\" \/>This policy ensures a transparent and fair process for both buyers and sellers.<\/p><p data-start=\"706\" data-end=\"744\"><strong data-start=\"709\" data-end=\"744\">2. When a Dispute Can Be Raised<\/strong><\/p><p data-start=\"746\" data-end=\"987\">2.1 A buyer may raise a dispute <strong data-start=\"778\" data-end=\"797\">within 48 hours<\/strong> after the seller marks the transaction as delivered.<br data-start=\"850\" data-end=\"853\" \/>2.2 After the 48-hour window closes, funds are <strong data-start=\"900\" data-end=\"940\">automatically released to the seller<\/strong> and cannot be reversed unless required by law.<\/p><p data-start=\"994\" data-end=\"1025\"><strong data-start=\"997\" data-end=\"1025\">3. Grounds for a Dispute<\/strong><\/p><p data-start=\"1027\" data-end=\"1087\">A buyer may open a dispute for any of the following reasons:<\/p><ul data-start=\"1089\" data-end=\"1353\"><li data-start=\"1089\" data-end=\"1115\"><p data-start=\"1091\" data-end=\"1115\">The item never arrived<\/p><\/li><li data-start=\"1116\" data-end=\"1192\"><p data-start=\"1118\" data-end=\"1192\">The item arrived damaged or significantly different from the description<\/p><\/li><li data-start=\"1193\" data-end=\"1244\"><p data-start=\"1195\" data-end=\"1244\">The service was not performed or was incomplete<\/p><\/li><li data-start=\"1245\" data-end=\"1315\"><p data-start=\"1247\" data-end=\"1315\">Tracking information or proof of delivery is invalid or misleading<\/p><\/li><li data-start=\"1316\" data-end=\"1353\"><p data-start=\"1318\" data-end=\"1353\">Fraudulent behaviour is suspected<\/p><\/li><\/ul><p data-start=\"1360\" data-end=\"1391\"><strong data-start=\"1363\" data-end=\"1391\">4. Evidence Requirements<\/strong><\/p><p data-start=\"1393\" data-end=\"1474\">To properly evaluate a dispute, TrustEcho may request evidence from both parties.<\/p><p data-start=\"1476\" data-end=\"1501\"><strong data-start=\"1480\" data-end=\"1499\">4.1 From Buyers<\/strong><\/p><ul data-start=\"1502\" data-end=\"1678\"><li data-start=\"1502\" data-end=\"1540\"><p data-start=\"1504\" data-end=\"1540\">Photos or videos showing the issue<\/p><\/li><li data-start=\"1541\" data-end=\"1573\"><p data-start=\"1543\" data-end=\"1573\">Screenshots of conversations<\/p><\/li><li data-start=\"1574\" data-end=\"1610\"><p data-start=\"1576\" data-end=\"1610\">Proof the item was not delivered<\/p><\/li><li data-start=\"1611\" data-end=\"1678\"><p data-start=\"1613\" data-end=\"1678\">Explanation of how the item differs from the agreed description<\/p><\/li><\/ul><p data-start=\"1680\" data-end=\"1706\"><strong data-start=\"1684\" data-end=\"1704\">4.2 From Sellers<\/strong><\/p><ul data-start=\"1707\" data-end=\"1865\"><li data-start=\"1707\" data-end=\"1737\"><p data-start=\"1709\" data-end=\"1737\">Valid tracking information<\/p><\/li><li data-start=\"1738\" data-end=\"1759\"><p data-start=\"1740\" data-end=\"1759\">Proof of delivery<\/p><\/li><li data-start=\"1760\" data-end=\"1811\"><p data-start=\"1762\" data-end=\"1811\">Evidence that the item was accurately described<\/p><\/li><li data-start=\"1812\" data-end=\"1865\"><p data-start=\"1814\" data-end=\"1865\">Communication records confirming the agreed terms<\/p><\/li><\/ul><p data-start=\"1867\" data-end=\"1955\">Failure to provide evidence may result in a decision based on the information available.<\/p><p data-start=\"1962\" data-end=\"1998\"><strong data-start=\"1965\" data-end=\"1998\">5. Dispute Resolution Process<\/strong><\/p><p data-start=\"2000\" data-end=\"2025\">Once a dispute is opened:<\/p><p data-start=\"2027\" data-end=\"2307\">5.1 TrustEcho temporarily <strong data-start=\"2053\" data-end=\"2074\">freezes the funds<\/strong> in escrow.<br data-start=\"2085\" data-end=\"2088\" \/>5.2 Both parties may submit evidence and explanations.<br data-start=\"2142\" data-end=\"2145\" \/>5.3 TrustEcho reviews all available information.<br data-start=\"2193\" data-end=\"2196\" \/>5.4 A decision is made based on fairness, accuracy, and the evidence provided.<br data-start=\"2274\" data-end=\"2277\" \/>5.5 Possible outcomes include:<\/p><ul data-start=\"2309\" data-end=\"2471\"><li data-start=\"2309\" data-end=\"2337\"><p data-start=\"2311\" data-end=\"2337\">Full refund to the buyer<\/p><\/li><li data-start=\"2338\" data-end=\"2377\"><p data-start=\"2340\" data-end=\"2377\">Full release of funds to the seller<\/p><\/li><li data-start=\"2378\" data-end=\"2415\"><p data-start=\"2380\" data-end=\"2415\">Partial refund or partial release<\/p><\/li><li data-start=\"2416\" data-end=\"2471\"><p data-start=\"2418\" data-end=\"2471\">Closure of the dispute due to insufficient evidence<\/p><\/li><\/ul><p data-start=\"2478\" data-end=\"2503\"><strong data-start=\"2481\" data-end=\"2503\">6. Refund Outcomes<\/strong><\/p><p data-start=\"2505\" data-end=\"2532\">Refunds may be issued when:<\/p><ul data-start=\"2534\" data-end=\"2723\"><li data-start=\"2534\" data-end=\"2561\"><p data-start=\"2536\" data-end=\"2561\">Items are not delivered<\/p><\/li><li data-start=\"2562\" data-end=\"2606\"><p data-start=\"2564\" data-end=\"2606\">Items are significantly not as described<\/p><\/li><li data-start=\"2607\" data-end=\"2638\"><p data-start=\"2609\" data-end=\"2638\">Services were not performed<\/p><\/li><li data-start=\"2639\" data-end=\"2661\"><p data-start=\"2641\" data-end=\"2661\">Fraud is confirmed<\/p><\/li><li data-start=\"2662\" data-end=\"2723\"><p data-start=\"2664\" data-end=\"2723\">The seller fails to provide tracking or proof of delivery<\/p><\/li><\/ul><p data-start=\"2725\" data-end=\"2796\">Refunds are returned to the buyer\u2019s original payment method via Stripe.<\/p><p data-start=\"2803\" data-end=\"2839\"><strong data-start=\"2806\" data-end=\"2839\">7. Automatic Release of Funds<\/strong><\/p><p data-start=\"2841\" data-end=\"3042\">7.1 If no dispute is raised within <strong data-start=\"2876\" data-end=\"2888\">48 hours<\/strong> of delivery being marked, funds are automatically released to the seller.<br data-start=\"2962\" data-end=\"2965\" \/>7.2 Automatic release is final and cannot be reversed unless required by law.<\/p><p data-start=\"3049\" data-end=\"3085\"><strong data-start=\"3052\" data-end=\"3085\">8. False or Fraudulent Claims<\/strong><\/p><p data-start=\"3087\" data-end=\"3136\">TrustEcho may suspend or terminate accounts that:<\/p><ul data-start=\"3138\" data-end=\"3315\"><li data-start=\"3138\" data-end=\"3163\"><p data-start=\"3140\" data-end=\"3163\">Submit false disputes<\/p><\/li><li data-start=\"3164\" data-end=\"3216\"><p data-start=\"3166\" data-end=\"3216\">Provide fake or manipulated tracking information<\/p><\/li><li data-start=\"3217\" data-end=\"3270\"><p data-start=\"3219\" data-end=\"3270\">Attempt to abuse or manipulate the dispute system<\/p><\/li><li data-start=\"3271\" data-end=\"3315\"><p data-start=\"3273\" data-end=\"3315\">Engage in deceptive or abusive behaviour<\/p><\/li><\/ul><p data-start=\"3317\" data-end=\"3397\">Repeated or severe misconduct may result in permanent removal from the platform.<\/p><p data-start=\"3404\" data-end=\"3425\"><strong data-start=\"3407\" data-end=\"3425\">9. Limitations<\/strong><\/p><p data-start=\"3427\" data-end=\"3527\">TrustEcho is responsible <strong data-start=\"3452\" data-end=\"3492\">only for holding and releasing funds<\/strong>.<br data-start=\"3493\" data-end=\"3496\" \/>We are <strong data-start=\"3503\" data-end=\"3526\">not responsible for<\/strong>:<\/p><ul data-start=\"3529\" data-end=\"3749\"><li data-start=\"3529\" data-end=\"3583\"><p data-start=\"3531\" data-end=\"3583\">The quality, condition, or value of goods\/services<\/p><\/li><li data-start=\"3584\" data-end=\"3637\"><p data-start=\"3586\" data-end=\"3637\">Delays caused by couriers or third-party carriers<\/p><\/li><li data-start=\"3638\" data-end=\"3686\"><p data-start=\"3640\" data-end=\"3686\">Losses resulting from misuse of the platform<\/p><\/li><li data-start=\"3687\" data-end=\"3749\"><p data-start=\"3689\" data-end=\"3749\">Agreements or communication made outside the TrustEcho app<\/p><\/li><\/ul><p data-start=\"3756\" data-end=\"3786\"><strong data-start=\"3759\" data-end=\"3786\">10. Contact Information<\/strong><\/p><p data-start=\"3788\" data-end=\"3833\">For dispute assistance or questions, contact:<\/p><p data-start=\"3835\" data-end=\"3886\"><strong data-start=\"3835\" data-end=\"3856\">TrustEcho Support<\/strong><br data-start=\"3856\" data-end=\"3859\" \/>\ud83d\udce7 <a class=\"decorated-link cursor-pointer\" rel=\"noopener\" data-start=\"3862\" data-end=\"3886\">support@trustecho.com.au<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>REFUND &amp; DISPUTE POLICY \u2014 TRUSTECHO This Refund &amp; Dispute Policy explains how TrustEcho manages disputes, refunds, evidence, and the [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-17","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/jbltrustecho.previewmysite.online\/index.php\/wp-json\/wp\/v2\/pages\/17","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jbltrustecho.previewmysite.online\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/jbltrustecho.previewmysite.online\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/jbltrustecho.previewmysite.online\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jbltrustecho.previewmysite.online\/index.php\/wp-json\/wp\/v2\/comments?post=17"}],"version-history":[{"count":22,"href":"https:\/\/jbltrustecho.previewmysite.online\/index.php\/wp-json\/wp\/v2\/pages\/17\/revisions"}],"predecessor-version":[{"id":305,"href":"https:\/\/jbltrustecho.previewmysite.online\/index.php\/wp-json\/wp\/v2\/pages\/17\/revisions\/305"}],"wp:attachment":[{"href":"https:\/\/jbltrustecho.previewmysite.online\/index.php\/wp-json\/wp\/v2\/media?parent=17"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}