Marketplace protection and disputes

Protection windows

• Before shipmentAfter payment is confirmed, the buyer has 7 days of protection while the seller prepares shipment or pickup.
• In transitIf the package is on the way, protection may extend up to 21 days from shipment if the item does not arrive or there is a serious delivery issue.
• After deliveryOnce marked as delivered (or after 3 days in transit without confirmation), the buyer has 3 additional days to report a problem from the order detail screen.

When to open a case

In the app, on an order paid inside BoriGo, use “Report a problem” while the protection window is active. Choose a reason (not received, very different, damaged, seller issue, etc.) and add details. The seller may respond and BoriGo will review the case if needed.

Accepted evidence

• Photos of the received item, packaging, or visible damage.
• Screenshots or messages from the in-app order chat.
• Tracking number or shipping proof when applicable.
• A clear explanation of why the item does not match the listing.
• In some cases, returning the product before a full refund.

Physical returns

Reporting a problem does not refund automatically. BoriGo reviews the case and may decide full refund, partial refund, physical return, or closure with no action.

• Seller approvalWhen a physical return is required, the seller has 7 days to approve it. If they do not respond, BoriGo may approve it automatically so the buyer can continue.
• Shipped ordersWhen BoriGo approves a refund that requires a return, the buyer must ship the package with the return label within 7 days after the seller approves the return. Missing the deadline may close the case without a refund.
• In-person pickupLike OfferUp or Facebook for local meetups, there is no return shipping label. Buyer and seller coordinate the handoff in BoriGo chat and the seller confirms receipt in the app. The refund processes automatically after that confirmation.

Possible outcomes

• Buyer favorFull or partial refund when there is clear non-delivery, fraud, or a significantly different item, subject to review and payment rules.
• Seller favorThe order continues when evidence shows proper delivery, misuse of the process, or an unfounded report.
• Closed with no actionWhen there is insufficient basis or the parties resolve the issue within platform rules.