Last updated: August 8, 2026
How escrow works
When you buy something on NYC Buy Sell Trade, your payment is captured immediately but held in escrow until the item arrives. Sellers only get paid after the buyer confirms delivery or the confirmation window ends automatically — usually 3 days after the carrier marks the package delivered.
When you can request a refund
- Item didn't arrive.
- Item is significantly different from the listing (wrong item, wrong size, damaged, defective, or counterfeit).
- Seller cancels or fails to ship within a reasonable time.
Change-of-mind returns are up to the seller and are not guaranteed by the Platform.
How to open a dispute
- Go to your order page and click Open dispute before the confirmation window ends.
- Choose a reason and describe what went wrong. Add photos where relevant.
- The escrow release is frozen the moment a dispute is opened.
- Buyer and seller have a chance to resolve it directly. If not, our team reviews the evidence and decides.
Outcomes
- Full refund to the buyer (item + shipping + service fee).
- Partial refund where both parties share responsibility.
- Release to seller if the claim isn't supported by evidence.
Refunds are returned to the original payment method by Stripe and typically appear in 5–10 business days.
Return shipping
If a return is required as part of a refund, the party at fault normally pays return shipping. Our team will confirm this in writing when a dispute is resolved.
What isn't covered
- Off-platform transactions (payments outside our checkout).
- Damage caused after delivery.
- Claims opened after the confirmation window closes and the order has completed.
Seller cancellations
Sellers may cancel an unshipped order and issue a full refund at any time before shipping. Repeated cancellations may result in reduced visibility or account action.
Need help?
Open a dispute on the order in question, or contact us via the Support page.