Buyer protection
Protected on every order. No exceptions.
Your Nano sits in on-chain escrow until you confirm the item arrived as described. If something is wrong, open a dispute: a human reviews the evidence within 24 hours and decides which way the escrow releases.
- Paid
- Nano sent, confirmed on-chain
- Held in escrow
- Locked until you confirm delivery
- Delivered
- Awaiting your confirmation
- Released to seller
- Or refunded to you after a dispute
Escrow holds the Nano until you confirm delivery, a dispute closes, or the auto-release window passes.
If any of this happens, you have recourse.
- Item never arrived
- Tracking shows non-delivery, or the package never moved past the seller's region within the seller's stated handling and shipping window.
- Item doesn't match the listing
- Wrong model, wrong size, wrong colour, undisclosed damage, missing accessories, fake when listed as authentic. Description mismatch is a buyer-side win.
- Item arrived broken
- Damage in transit when the seller used inadequate packaging or the carrier mishandled. Photos of packaging on arrival help your case.
- Counterfeit goods
- If a listing claimed authenticity (designer, branded electronics, sealed media) and the item is fake, you get a full refund. The seller is removed.
From 'something is wrong' to resolved.
Open a dispute
From the order page, click 'Open dispute' and pick a reason. The order moves into a review state. Escrow stays locked.Post your evidence
Photos, screenshots of the listing, tracking info, message history. The order thread is the only place evidence counts. Both parties can see what the other posts.Human review
A Nagora reviewer reads the thread and weighs the evidence against listing description, delivery proof, and platform policy. Most decisions land within 24 hours of the evidence window closing.Resolution
Escrow releases per the decision: full refund to buyer, full release to seller, or split. Both parties get a written summary of the reasoning.
Timing matters.
| Issue | Open the dispute | Note |
|---|---|---|
| Item never arrived | Within 7 days of the seller's expected delivery date | Earlier is fine if tracking has gone clearly wrong. |
| Item not as described | Within 72 hours of delivery | Open it as soon as you've inspected the item. Late claims weaken the case. |
| Damaged in transit | Within 48 hours of delivery | Photograph the packaging before unboxing if possible. |
| Counterfeit | Within 14 days of delivery | Authentication evidence may take a few days to assemble. That window allows for it. |
Where buyer protection stops.
- Buyer's remorse
- If the item matches the listing and arrived intact, 'I changed my mind' is between you and the seller's return policy. Escrow doesn't override an agreed-as-described sale.
- Misuse or damage after delivery
- If you broke it, dropped it, or modified it, that's not the seller's problem. Pre-delivery damage requires evidence consistent with that timing.
- Off-platform agreements
- Side-deals via DM that contradict the listing aren't enforceable. If you negotiate something custom, get it in the order's message thread before you pay.
- Custom and digital after delivery
- Made-to-order and final-sale digital goods are flagged at checkout. Buyer protection still applies to non-delivery and misdescription, but not to 'I no longer want it'.
Why it works.
Most marketplace 'buyer protection' is a customer service queue. Yours opens when a charge is disputed, theirs is filing when the buyer screams loud enough, and the seller's funds get held in limbo for weeks.
Nagora's protection is structurally different. The buyer's payment is held in on-chain Nano escrow that neither side controls. Confirmation releases it in seconds. A dispute pauses it for human review. There is no chargeback risk for the seller and no 'where's my money' wait for the buyer.
We publish reviewer decisions internally and audit them monthly to prevent drift. If you ever feel a decision was wrong, you can request senior review through the contact form. We'd rather get it right.
Shop knowing you're covered.
Browse listings, or read the full escrow flow that backs every order.