This Escrow Policy explains how Seli protects buyer payments. Funds you pay are held securely and released to the seller only after your order is delivered. If no dispute is raised, escrow funds are automatically released 24 hours after delivery confirmation - and this policy explains how Seli Buyer Protection handles things when an order goes wrong.
When you pay for an order on Seli, your money is not sent straight to the seller. Instead, it is held in escrow by Seli - a safeguarded balance that sits between buyer and seller until the order is completed. This is the foundation of the "100% Buyer Protection" promise you see on our marketing pages.
Escrow works in three steps:
Your payment is captured and held in escrow - the seller can see the order is funded but cannot yet touch the money.
Your order is delivered and you confirm completion with your delivery code, or the 24-hour Buyer Claims window from delivery confirmation closes without a dispute.
Escrow automatically releases the amount to the seller, net of fees, 24 hours after delivery confirmation if no dispute is raised. Buyer funds are only ever released on the conditions in this policy.
| Stage | What happens | Who can access the funds |
|---|---|---|
| 1. Order placed & paid | Successful payment moves the order value into escrow; the order becomes "funded" and is sent for fulfilment and pickup. | Neither party can withdraw. Seli holds the funds. |
| 2. Picked up & delivered | The seller prepares the order, Seli Pilot delivers it, and the buyer confirms handover with their delivery code. | Still held in escrow. |
| 3. 24-hour protection window | A 24-hour Buyer Claims window runs from delivery confirmation (shown on your order) during which the buyer can raise a dispute. | Still held in escrow; a dispute pauses auto-release. |
| 4. Auto-release | If no dispute is raised in that 24 hours (or one is resolved in the seller's favour), escrow automatically releases the order value to the seller, minus fees. | Seller receives proceeds; buyer's payment is complete. |
Escrowed amounts are recorded on your Seli wallet and held by Seli (or our authorised payment partners) in segregated operational accounts. Card payments sit with the acquiring processor until the transaction settles; the escrow envelope we describe is the commercial hold we manage on top of that settlement.
Once released, net proceeds are paid out automatically, generally within 24 hours, to the bank account linked to the seller's profile. If payout fails, the amount sits in the seller's wallet until valid details are provided.
Seli Buyer Protection covers orders paid through escrow when a verifiable problem occurs. The covered events are:
For a claim to succeed, you must demonstrate the covered event with credible evidence - usually order history, tracking/confirmation, and photos or videos of what you received.
Buyer Protection is not a general warranty, insurance policy or money-back guarantee. Claims will not succeed where the issue is, for example:
You must raise the claim in good faith and provide accurate information. If you later receive, find, or are refunded for the same item in a way that duplicates a refund, you must let us know.
We review each claim on the evidence from both sides and the order/tracking record. The possible outcomes are:
| Outcome | What happens | Money |
|---|---|---|
| Full refund | Claim upheld - the order failed materially. We refund the order value to your wallet or original payment method. | Escrow returned to you (or a refund charge raised). Seller doesn't get paid for the order. |
| Partial refund | Claim partially upheld (e.g. some items of the order were correct, or the deficit is small). | A portion is refunded; the rest releases to the seller. |
| Return & refund | We arrange (where practical) for you to return the item, and refund once a drop-off or pickup is completed. | Refund on completed return; return cost borne per the resolution. |
| Replacement | Where the seller agrees, we keep escrow and the seller re-fills the order. | Funds stay in escrow until the replacement is delivered. |
| Claim rejected | Evidence does not support the claim, or the issue falls outside Section 3. | Escrow auto-releases to the seller after the 24-hour window closes (no dispute raised). |
Unless a dispute pauses release or an investigation is underway, escrow funds are automatically released 24 hours after delivery confirmation if no dispute is raised. You never have to manually "confirm release" - the buyer's delivery code confirms the handover and the 24-hour window keeps the money safe while any issue can still be raised.
Sellers receive escrow funds only when an order qualifies for release:
Released proceeds are subject to the seller's commission of 5.5% and any applicable fees (see the Terms of Service, Section 9) and are paid automatically, generally within 24 hours.
If a seller's payout would be fraudulent, collusive or reverse the effect of a cash-out scam, we may hold or reverse it in line with Sections 8–9 below and notify the seller.
If a buyer, the buyer's bank, or a payment provider initiates a chargeback or reversal on a funded order, we will:
Sellers whose orders are repeatedly reversed may lose eligibility for fast payouts and have their store account reviewed.
This Escrow Policy forms part of the Terms of Service. Where these two documents conflict, the Terms prevail except where this policy gives buyers a stronger remedy, in which case the stronger remedy applies. How we handle the personal data involved in escrow and claims is described in our Privacy Policy.
We may update this policy as our products, law or payment infrastructure evolve. Material changes will be announced in the app or by email, with the updated version taking effect on the date shown at the top of this page. Orders placed before the effective date are governed by the policy in force at the time the order was placed unless the change is required by law.
Questions about escrow, Buyer Protection or an ongoing claim: