Frequently asked questions
Everything about protection, verification, fees and disputes.
For buyers
What happens if my order never arrives?
Open a dispute and our team reviews it. If the seller can’t prove delivery, you get a full refund — every rupee, including the TrustPay fee.
What if the item arrives but isn’t what was described?
That’s also covered. Open a dispute within 3 days with photos of what you received. If it doesn’t match what was agreed, you’re refunded.
How long do I have to confirm or dispute?
You have 3 days from when the seller marks the order as delivered. If you do nothing in that window, the payment is released to the seller.
Do I need an account to buy with TrustPay?
Yes — a free account takes a minute to create and lets you track every protected purchase in one place.
Which sellers can I use TrustPay with?
Any seller willing to accept TrustPay. If a seller refuses payment protection for a high-value item, treat that as a red flag.
For sellers
How do I get verified?
Sign up, submit your identity and business details, and we verify you in under 24 hours. Verified sellers get a trust badge buyers can check.
When do I get paid?
As soon as the buyer confirms delivery, or automatically when the 3-day dispute window closes — whichever comes first.
What stops a buyer from falsely claiming a problem?
Disputes are reviewed by humans using evidence from both sides: your shipping proof, chat history and photos. Honest sellers are protected from false claims.
Does TrustPay work for pre-orders or custom items?
Yes — agree the terms and timeline in the transaction description so both sides know exactly what was promised.
Fees & disputes
How much does TrustPay cost?
2% of the transaction value with a Rs. 200 minimum, paid by the buyer. New buyers pay no fees for their first 30 days.
Are there any other charges?
No. No subscriptions, no listing fees, no payout fees for sellers.
How are disputes decided?
Our team reviews evidence from both sides — courier tracking, photos, the agreed transaction description — and either releases payment or refunds the buyer in full.
How long does a dispute take?
Most disputes are resolved within 3 working days of being opened.