Trade protection from payment to delivery
Every order placed and paid through TwoDock is covered by our trade protection program — in the modelled flow your payment is recorded as held in escrow and released to the supplier only after you confirm delivery. Real escrow-held payment is coming at launch.
How trade protection works
Agree the terms
You and the supplier agree on price, quantity, shipping and payment terms in a formal quotation.
Pay through TwoDock
Pay the exact amount on the accepted quotation through TwoDock's secure checkout.
Payment held in escrow (modelled)
Your payment is recorded as held in the demo escrow ledger while the supplier produces and ships your order.
Money back if terms are not met
If the order is not shipped, goes missing, or arrives with issues, claim a refund — we help resolve it.
What is covered
Judged against your accepted quotation
Coverage is assessed against the terms you and the supplier agreed in the accepted quotation — price, quantity, Incoterm, lead time and specifications. Where the quotation is silent, our demo default quality standard applies: goods must match the listing description and photos, be of industry-standard workmanship, and be fit for ordinary use.
Two coverage modes
Pre-shipment cover
Modelled pre-shipment cover: from payment, your funds are recorded as held in the demo ledger and only released toward the supplier once shipment is confirmed. If the order never ships, you can claim a full refund of the protected amount. Real escrow-held payment is not yet available — it is coming at launch.
Post-delivery inspection window
After delivery you have an inspection window to check the goods against the quotation. Report quantity, quality or specification problems inside this window to keep your claim valid.
Protection in numbers
Late-delivery compensation: if a protected order ships after the agreed date through no fault of the buyer, the buyer may claim compensation under the dispute process.
Live figures from the TwoDock order book. Demo data shown for illustration.
Refunds & disputes
Open a dispute
Raise it from your order page within the protection period, describing what went wrong.
We review both sides
Evidence from you and the supplier is checked against the agreed quotation terms.
Money returned
Approved refunds go back to your original payment method — no extra fees from us.
Dispute timeline
Indicative demo timeframes. Each claim below is tied to the status you see on the claim page.
- 1
Claim filed
Status: Open. Your claim and evidence are recorded and the supplier is notified immediately.
- 2
Supplier responds
The supplier has about 5 days to reply or resolve directly with you. Message history on the order counts as evidence.
- 3
Automatic escalation
If there is no supplier response within about 5 days, the claim escalates to platform mediation automatically.
- 4
Decision
A mediator reviews the quotation, messages and evidence, and records a decision within about 10 days of escalation.
Try the supplier first
Most issues are fixed fastest by messaging the supplier on your order thread — a replacement shipment or partial refund is often agreed within a day.
If that fails, open a claim. Everything already written in your order and inquiry messages is kept as evidence, and you can attach photos, packing lists or test reports on the claim form.
Possible outcomes
Mediation is neutral. Depending on the evidence, a claim can end in any of these — not only refunds:
Full refund
The protected amount is returned to the buyer, e.g. order never shipped or goods fundamentally not as agreed.
Partial refund
A share of the order value is refunded, e.g. short quantity or minor quality deviation where keeping the goods is reasonable.
Ruled for the supplier
The claim is rejected and held funds are released, e.g. goods matched the quotation and the claim was filed outside the agreed terms.
What is not covered
- Change of mind after the goods match the quotation (buyer's remorse).
- Loss or damage after the goods were handed to your own forwarder or agent.
- Claims filed after the inspection window or dispute deadline has passed.
- Deals negotiated or paid outside the TwoDock platform.
- Delays caused by force majeure, customs holds, or incorrect delivery details you provided.
Late-delivery compensation
If a protected order arrives later than the lead time in the accepted quotation and no revised date was agreed, you may claim a late-delivery credit: a demo credit of up to $50 per order, capped at 10% of the order value. File it from your order page using the reason “Late delivery”. Demo only — no real credit is issued.
Defective products and returns
If goods arrive defective or not as described: report it inside the inspection window with photos, and choose your remedy — a refund of the affected value, or a replacement shipment agreed as a new quotation with the same supplier. Return shipping for defective goods is arranged case by case. Demo scope: remedies are recorded on the platform; no real logistics are booked.
Buyer voices
“The supplier missed the ship date by two weeks. The claim was straightforward and the partial credit covered my air-freight top-up.”
— Daniel K. — electronics buyer“First order with a new factory felt risky, but knowing payment was held until delivery went fine made it an easy yes.”
— Priya S. — home goods importer“Half the cartons arrived with the wrong print. Photos as evidence, supplier agreed a reprint in three days — no argument needed.”
— Marco T. — apparel sourcing managerResources
Payment methods accepted
All payments are encrypted and processed securely. Demo build: payments are simulated.
Trade protection applies only to orders placed and paid through TwoDock. Direct payments made outside the platform are not covered.