Current availability
Marketplace checkout opens at launch. Until then, the public site does not create purchases, charges, refunds, or returns.
Where refunds come from
There is no ad-hoc refund button on either side. A refund is created by one of three things: an order cancellation, the resolution of a support request, or a platform fraud safeguard. Every refund goes back to the original payment, and no combination of refunds can exceed what was actually paid.
Cancelling an order
Before payment completes, a buyer or seller can cancel and nothing is charged. After payment, either account can still cancel self-service until packing starts. A buyer cancellation refunds the order total plus the order's share of the checkout fee, and this holds even if the payment capture lands after the cancellation. A seller cancellation gives the buyer a full refund and is recorded in the seller cancellation rate. Once packing has started, cancellation becomes a support request the seller confirms — and if the seller does not respond within 24 hours, the cancellation is confirmed automatically.
A seller who cannot fulfill an order after packing starts raises it as an urgent support case whose default outcome is a full refund to the buyer.
Reporting a problem with an order
Order problems are structured flows opened from the order: product not received, product not as described, product arrived damaged, wrong product received, missing products, and authenticity concern. Each flow captures specific evidence up front — photos and condition notes for condition issues, package photos for damage, the missing quantity for shortages — and gives the seller a set of structured responses such as accepting a return, offering a partial refund or replacement, or challenging with evidence.
The seller's response deadline is stamped when the case opens; for most flows it is 48 hours. If the seller does not respond in time, the flow's default remedy applies automatically: a full refund when delivery cannot be proven, a return for refund for condition issues, a replacement for a wrong product. Contested cases and cases needing a calculated amount go to support review instead, with its own stamped deadline of 24 hours for most flows. Authenticity concerns go straight to support review as urgent cases.
Returns
A return starts as a return request on the order. The buyer selects a reason and provides photos of the item as received plus condition notes before any refund can be resolved. If the seller accepts — or does not respond within 48 hours while the evidence checklist is complete — the case resolves as a return for refund.
The refund itself is gated on the return: it is held until return delivery is confirmed, then a five-day inspection window runs. If the seller says nothing, the refund releases automatically; if the seller disputes the returned item's condition within the window, the case converts to a support investigation and only support can release the refund. Returns on orders of $250 or more always require support review before the refund releases.
What refunds do on the seller side
The support case shows how the refund is allocated. A seller-funded resolution assigns the refund to the seller, a fully platform-covered resolution shows a $0.00 seller allocation, and a split resolution shows the seller and Chase Sets amounts in the same currency. Platform coverage does not by itself establish seller fault. An approved allocation describes the resolution; the case remains in progress until the required refund and settlement effects are reconciled.
Open cases can hold the order's funds — see Getting paid for how holds interact with payouts.
Support
For questions about a refund in progress, open a refund-status request from the order or contact support@chasesets.com.