Refund & Dispute Resolution Policy
Last updated: 23 July 2026
1. How Payments Work
ShopEspress uses TradeSafe, a licensed South African escrow service, to process every payment. When a buyer pays, the funds are held securely by TradeSafe — not paid out to the vendor immediately. Funds are only released to the vendor once the buyer confirms they've received the item, or after TradeSafe's standard response window elapses without a dispute being raised. ShopEspress itself never holds or has direct access to buyer funds at any point; TradeSafe deducts ShopEspress's platform commission from the vendor's payout automatically when funds are released.
2. Refund Eligibility
A buyer may request a refund if:
- The item was not delivered / the vendor did not show up for the agreed exchange
- The item received is materially different from the listing (wrong item, significantly different condition, non-functional where "working" was stated)
- The service (e.g. tutoring) was not provided as described
Refunds are not guaranteed for buyer's remorse, minor cosmetic differences disclosed in the listing, or issues arising after the buyer has confirmed receipt and satisfaction.
3. How to Request a Refund
- Contact the vendor directly through ShopEspress chat within 48 hours of the exchange to attempt resolution.
- If unresolved, submit a dispute via info@shopespress.online, including order details and evidence (photos, messages).
- ShopEspress will review the dispute and respond within a reasonable timeframe.
4. Resolution Outcomes
Because funds are held in escrow by TradeSafe rather than being paid out to the vendor immediately, approved refunds are straightforward:
- If funds are still held in escrow (the buyer has not yet confirmed receipt), TradeSafe returns them directly to the buyer once ShopEspress or TradeSafe approves the refund.
- If a vendor disputes a refund, the matter is escalated within TradeSafe's dispute resolution process, and funds remain safely in escrow until it's resolved.
- If funds have already been released to a vendor (i.e. the buyer confirmed receipt), ShopEspress mediates a direct refund from vendor to buyer and may suspend a vendor's account for non-compliance.
5. Vendor Non-Compliance
Vendors who repeatedly fail to honor valid refund decisions may be suspended or permanently removed from ShopEspress.
6. Cancellations
Either party may cancel before an exchange is completed and payment is confirmed, at no cost, provided reasonable notice is given.