Marketplace Protection

Fanaket is designed to provide a safer and more transparent marketplace experience for buyers and sellers. Our protection processes are intended to help address eligible transaction problems, encourage accurate listings, and provide a process for resolving disputes.

To be eligible for Fanaket's Buyer & Seller Protection, transactions must be completed through Fanaket using supported payment and transaction features. Transactions or payments completed outside of Fanaket may not qualify for protection.

Important: Fanaket's protection policies do not guarantee every transaction, item, buyer, or seller. Eligibility for refunds, reimbursements, payment releases, or other resolutions depends on the circumstances of the transaction and Fanaket's applicable policies.

Buyer Protection

Fanaket Buyer Protection is designed to help buyers when an eligible purchase does not go as expected.

3-Day Inspection Period
After an order is confirmed as delivered, the buyer has 3 days to inspect the item and report an eligible problem. If no eligible issue is reported during this period, the transaction may be considered completed.

Items Not as Described
A buyer may be eligible for assistance when an item is materially different from the seller's listing. Examples may include receiving the wrong item, undisclosed significant damage, missing major components, or an item that materially differs from its stated condition.

Items Not Received
Buyers may be eligible for assistance when an order is not received and available tracking or delivery information does not establish successful delivery.

Report Problems Promptly
Buyers should report transaction problems through Fanaket within the applicable protection period and provide requested information, photographs, messages, or other evidence needed to review the issue.

Keep Transactions on Fanaket
Payments and transaction-related communication should remain within Fanaket whenever possible. Payments made outside Fanaket are not covered by Fanaket Buyer Protection.

Change-of-Mind Purchases
Buyer Protection generally does not cover purchases when the buyer simply changes their mind, no longer wants the item, or makes a purchasing mistake unless the seller voluntarily accepts a return or applicable law requires otherwise.

Seller Protection

Fanaket Seller Protection is designed to help eligible sellers complete transactions with greater confidence and provide a fair process when transaction problems or disputes occur.

Accurate Listings
Sellers must accurately describe the item being sold, including its condition, known defects, missing parts, authenticity information when applicable, and other important details that could affect a buyer's decision.

Shipping & Tracking
Sellers should ship orders within the required timeframe using supported shipping methods and provide valid tracking when required. Tracking and delivery information may be used when reviewing transaction disputes.

Payment Completion
For eligible transactions, seller funds may remain pending until delivery is confirmed and the applicable buyer inspection period has passed. If the buyer does not report an eligible problem during the 3-day inspection period, the transaction may be completed and eligible funds released to the seller, subject to Fanaket's payment processing requirements.

Protection Against Buyer Claims
When a buyer reports a problem, Fanaket may review information from both parties, including the original listing, photographs, messages, shipping information, tracking records, and other relevant evidence. A buyer's claim does not automatically determine the outcome of a dispute.

Returns & Disputes
Sellers must cooperate with eligible returns, disputes, and other transaction reviews. Fanaket may provide instructions regarding returns, refunds, payment releases, or other resolutions based on the circumstances and applicable policies.

Transactions Outside Fanaket
Transactions or payments completed outside Fanaket may not qualify for Seller Protection. Sellers should not ask buyers to send payment through outside payment services to avoid Fanaket's transaction process.

Disputes, Returns & Refunds

Fanaket provides a dispute process for eligible transactions when a buyer or seller reports a problem that cannot be resolved directly between the parties.

Opening a Dispute
Buyers should report eligible problems within the applicable protection period. For purchases subject to Fanaket's 3-day inspection period, eligible issues should generally be reported before that period expires.

Evidence & Review
Fanaket may request information from the buyer and seller, including photographs, videos, listing details, messages, shipping records, tracking information, receipts, or other evidence relevant to the transaction.

Returns
If Fanaket determines that a return is appropriate, the buyer may be required to return the item according to the instructions provided. Buyers should not return an item without following the applicable return or dispute process.

Item Condition
Unless otherwise instructed, returned items should generally be returned in substantially the same condition in which they were received. Removing parts, damaging, altering, using, or otherwise materially changing an item after delivery may affect eligibility for protection.

Refunds
When a transaction qualifies for a refund, the amount and method of refund may depend on the circumstances of the transaction, applicable fees, shipping costs, payment processing requirements, and applicable law.

Seller Funds
When an eligible dispute is opened, related seller funds may remain pending while the issue is reviewed. Depending on the outcome, funds may be released to the seller, refunded to the buyer, or otherwise handled according to Fanaket's applicable policies.

Final Resolution
Fanaket may determine an appropriate resolution based on the available evidence, transaction history, marketplace policies, and circumstances of the dispute. Both buyers and sellers are expected to cooperate with reasonable requests made during the review.

What Isn't Covered

Protection generally does not apply when a buyer simply changes their mind, finds the item elsewhere for a lower price, orders the wrong item, or decides they no longer want the purchase.

Issues Clearly Disclosed in the Listing
A buyer generally cannot claim an item is not as described because of a defect, condition issue, missing component, or other fact that was clearly disclosed by the seller before purchase.

Unauthorized Alterations or Damage
Protection may be denied when an item is damaged, altered, repaired, modified, used improperly, or has components removed after delivery in a way that materially affects the dispute.

Prohibited Transactions
Transactions involving prohibited items, fraudulent activity, payment manipulation, policy violations, or attempts to misuse Fanaket's protection system may be ineligible for protection.

Failure to Cooperate
Fanaket may be unable to provide protection when a buyer or seller fails to provide requested information, return an item when required, follow dispute instructions, or otherwise reasonably cooperate with a transaction review.

Shipping or Delivery Outside Approved Processes
Certain losses or disputes may not qualify when users bypass required shipping, tracking, delivery, or transaction procedures.

Fraudulent Claims
Submitting false information, fabricated evidence, intentionally misleading Fanaket, or abusing the dispute process may result in denial of protection and account restrictions or termination.

Protection Eligibility & Final Decisions

Eligibility for Fanaket Buyer & Seller Protection depends on the circumstances of each transaction and compliance with Fanaket's Terms of Service, Community Guidelines, and applicable marketplace policies.

Eligibility Review
Fanaket may review transaction records, listings, photographs, messages, tracking information, account activity, and other relevant information when determining whether a transaction qualifies for protection.

Case-by-Case Decisions
Each dispute may involve different circumstances. Fanaket may consider the available evidence from both the buyer and seller before determining an appropriate resolution.

Protection Abuse
Attempts to manipulate Fanaket's protection system, including false claims, fabricated evidence, coordinated fraud, chargeback abuse, or repeated misuse of marketplace protections, may result in loss of protection privileges, account restrictions, suspension, or termination.

Policy Updates
Fanaket may update its Buyer & Seller Protection policies as the marketplace, payment systems, shipping options, and other services develop. Material changes will be communicated when required by applicable law.

Need Help With a Transaction?

If you experience a problem with a purchase, sale, delivery, return, or dispute, contact Fanaket Support through the app or website.

Fanaket Support
support@fanaket.com