Seller Protection
Honest by design
MoxMarket is a marketplace — we connect buyers and sellers, we're not the seller ourselves. That means we don't hand out refunds automatically. What we do instead is build a platform where good sellers thrive and bad actors don't last long.
Our stance
Our stance
We take disputes seriously and will act against sellers who repeatedly let buyers down. But we don't side with buyers by default, that would make honest sellers pay for bad-faith claims. Every dispute is reviewed on the evidence, and sellers who follow Mox Protection are almost always vindicated.
The best protection you have as a seller is a strong reputation. Buyers check reviews before purchasing. A track record of honest grading and prompt shipping is worth more than any platform policy.
Card payments include wallet escrow protection
When a buyer pays by card, funds are held in your Mox Wallet and only released once the buyer confirms receipt. This means MoxMarket can step in and facilitate a refund or payout based on the outcome of a dispute. If you want this protection as a buyer, choose card payment at checkout.
Manually paid orders do not offer this protection. Money moves directly between parties and MoxMarket cannot retrieve it.
Your obligations
What you agree to as a seller
By listing on MoxMarket, you agree to the following. These aren't just guidelines — repeated failures trigger admin review.
- Ship within 5 business days of a confirmed sale. Mark the order as shipped and add tracking if you have it.
- Grade honestly and conservatively. When in doubt, go one grade lower. Condition disputes are the most common issue and the hardest to resolve without photos.
- Respond within 72 hours if a buyer contacts you about an issue. Silence is not a strategy—it escalates things.
- Resolve legitimate disputes in good faith. Partial refunds and replacements are usually better for your reputation than a prolonged dispute.
Evidence trail
Mox Protection
Sellers who build a photo evidence trail on every order have the strongest outcomes in disputes. These four steps cost almost nothing and protect you completely.
- Upload photos to your listing and include clear shots of the actual card you're selling. This is your pre-sale evidence of condition and the first thing we check in a dispute.
- Photograph the card(s) before packing. Use a flat surface, good light, front showing clearly. This proves condition at the point of dispatch.
- Photograph the packed envelope or parcel. This shows the item was securely packaged before postage.
- Photograph the posted parcel with the address label and tracking barcode visible. Keep your proof of postage until the order is marked complete.
Sellers who cannot produce evidence for a disputed order will generally receive less favourable outcomes. Sellers who can are almost always vindicated.
Packaging
Packaging best practice
Cards damaged in transit due to poor packaging are on the seller. These are the minimum standards expected.
- Sleeve all cards. Penny sleeve minimum but use a top-loader or semi-rigid for anything over $10.
- Sandwich sleeved cards between two pieces of cardboard or use a padded mailer. Standard envelopes bend.
- For higher-value orders, consider tracked postage—it removes ambiguity on non-delivery claims.
Dispute process
How disputes work
Resolve directly first
Buyers must contact the seller before escalating. Both parties have 72 hours to respond and reach an agreement. Common resolutions: tracking info for non-arrivals, partial refund or return for condition issues, replacement at your cost for the wrong card sent.
Either party can escalate
After 72 hours without resolution, either party can submit a report with the order ID, a description of the issue, photos, and messaging history. We review the evidence from both sides.
Platform decision
Our decision is final within the platform. For card payment orders, we can release wallet funds to the buyer (refund) or seller (payout) based on the outcome. We may warn, suspend listing ability, or permanently ban sellers with a pattern of upheld complaints. Three upheld complaints in any 6-month window results in permanent suspension.
A note on grading disputes
Card grading is subjective — NM to one person is LP to another. MoxMarket does not arbitrate on whether your grade was technically correct. Seller reviews are the primary protection for buyers here, not us. What we do track is patterns: repeated condition complaints against a seller trigger an admin review regardless of whether individual disputes are escalated.
Grade conservatively. It builds trust, leads to fewer disputes, and your reviews will reflect it.
Financial recourse
Financial recourse
Manual payments
Funds move directly between buyer and seller and MoxMarket cannot retrieve them. Buyers seek recourse via their bank. As the seller, evidence of a legitimate completed transaction is your protection.
Card payments (Mox Wallet)
Funds are held in your wallet until the buyer confirms receipt. MoxMarket can facilitate a refund or release your payout based on the dispute outcome. Mox Protection photos are your strongest defence.
Chargebacks
Card chargebacks and your Mox Wallet
When a buyer disputes a card payment with their bank, your Mox Wallet withdrawals are paused immediately. This is automatic and it doesn't mean you've done anything wrong.
Your wallet is frozen. No withdrawals are possible until the dispute closes. Funds already in your wallet are held, not taken from your bank.
Wallet unfreezes automatically. All funds remain intact. No action needed on your part.
The chargeback amount plus any fee levied by Stripe is debited from your wallet. If your balance covers it, your wallet unfreezes. If not, your balance goes negative and is recovered from future sale credits before you can withdraw again.
MoxMarket handles the dispute process with Stripe on your behalf, but we cannot override Stripe's final decision. Your Mox Protection photos and proof of postage are what help win chargebacks.
Questions about a specific situation?
If something unusual has come up, get in touch before a dispute is raised and it's almost always easier to resolve early.