Trust & Safety
Resolution Center
Something went wrong with an order? Open a case here and we bundle your approval history, chat, receipts, and photos for human review. Most cases resolve in 3–5 business days.
How resolution works
Pick the affected order and reason. Cases must be opened within 48 hours of delivery.
Photos, video, tracking screenshots, and the receipt. The more specific, the faster the decision.
The Pal has 48 hours to respond with their evidence and any context.
Our trust team reviews both sides — refund, partial refund, denied, or escalated for insurance.
Refunds hit your card in 5–10 business days; Pal payouts adjust at the same time.
What you can open a case for
Condition, attribution, age, or authenticity differs materially from approved photos.
Pal shipped a different item than the one you approved.
Arrived broken, soiled, or with missing parts not shown in handoff photos.
Tracking stalled or marked delivered but not received.
Trademark, signature, or authentication marker is suspect.
Pal did not arrive at the sale window or stopped communicating.
Pal claim against a buyer whose capture failed after item purchase.
Item became unavailable on-site after buyer approval.
Please open a case here first — chargebacks initiated with your bank may freeze your payment method and account access until resolved. Our team is usually faster and can issue partial refunds without voiding the entire order.
Need help getting started? Visit the Help Center or email support@proxypals.com.