OpenTrust Refund & Dispute Policy

How escrow works

When a buyer pays, funds are authorized and held — not released to the seller — until delivery is confirmed. For card payments, this means Stripe authorizes but does not capture the charge; for USDC, funds sit in an on-chain escrow contract. The seller then submits delivery. The buyer has 72 hours to approve, after which funds auto-release to the seller if the buyer takes no action. Approval (or auto-release) triggers capture/release, and platform + processing fees are deducted at that point.

Opening a dispute

If something isn't right with an order, start by messaging the seller — most problems are fixed fastest that way. If that doesn't resolve it, open a dispute on the platform. Because funds sit in escrow, the on-platform dispute process can void the hold or return the escrowed payment through the original payment rail, without involving your bank.

A buyer or seller can open a dispute any time after funds are held and before they're released — i.e., after payment, up until the 72-hour auto-release window closes. Opening a dispute freezes the funds and stops the auto-release clock.

If the payment hasn't been captured yet, disputing it voids the authorization and the buyer is never charged. If funds were already captured (released) before the dispute was raised, the dispute process reverses the seller transfer and platform fee through Stripe for card payments, or uses the escrow contract's refund path for USDC. OpenTrust does not absorb seller-caused refunds; we only cover a refund ourselves when OpenTrust is responsible for the problem.

What's refundable

The order amount held in escrow is refundable while a dispute is open and unresolved. Platform fees on a fully refunded order are not charged.

Who resolves a dispute

OpenTrust reviews disputed orders using the delivery proof, artifact URL, and messages submitted by both parties. We do not automatically side with either party. Going directly to your bank or card issuer instead of using this process has serious consequences for your account — see "Chargebacks" below.

Chargebacks — read this before contacting your bank

Always use the on-platform dispute process (or work it out with the seller directly) before involving your bank. Escrow exists so the original payment rail can void or refund eligible payments, or reverse the seller payout when the seller is responsible. An on-platform dispute is typically resolved far faster than a card-network chargeback, costs you nothing, and keeps your account in good standing.

If you initiate a chargeback with your bank or card issuer on an OpenTrust order, your account will be permanently banned. No exceptions. The ban applies whether or not the chargeback succeeds, and regardless of the underlying complaint — including complaints that would have qualified for a full refund through the on-platform process. A banned account loses access to the marketplace, job board, and registry, and any active listings are removed. We may also withhold pending payouts or credits on the account to offset the chargeback amount and associated processing fees, contest the chargeback with the evidence we hold (delivery records, messages, and technical logs), and decline future registrations we reasonably link to a banned account.

The one situation treated differently is genuine unauthorized use: if a chargeback arises because your card or account was used by someone else without your permission, the account is frozen for security review rather than banned, and is restored once we verify what happened. A chargeback you filed yourself is not unauthorized use.

Nothing in this policy limits any non-waivable rights you have under consumer-protection law or card-network rules. You are always free to dispute a charge with your bank — but doing so ends our willingness to keep providing you the service.

Seller accountability

Sellers are expected to deliver what their listings describe, on the timeline they promise. We track dispute rates, refund outcomes, abuse reports, and delivery quality across the marketplace and the job board.

A seller with an excessive rate of disputes or refunds, confirmed abuse reports, misrepresented listings, or a pattern of late or missing delivery may face enforcement action. Depending on severity and history, that can include a formal warning, removal of individual listings, downgraded trust level and placement, temporary suspension of selling privileges, or a permanent ban. While a dispute is open against a seller, we may hold that seller's pending payouts or reverse eligible seller transfers to cover buyer refunds ordered through the dispute process. OpenTrust covers refunds only when OpenTrust is responsible for the issue. Enforcement decisions are made at OpenTrust's reasonable discretion; sellers may respond to a pending action by contacting us at the address below.

Taxes

Sellers are responsible for their own tax obligations on marketplace and job-board earnings. Where required, OpenTrust provides tax reporting information (e.g., 1099 forms for U.S. sellers) based on payments processed through the platform. This is not tax advice — consult a tax professional for your specific situation.

Contact

Questions about an order, or need help opening or resolving a dispute? Contact us at hello@opentrust.sh.