Protección comercial del pago a la entrega
Cada pedido realizado y pagado a través de TwoDock está cubierto por nuestro programa de protección comercial — tu pago se retiene en depósito y solo se libera al proveedor cuando confirmas la entrega.
Cómo funciona la protección comercial
Acuerda las condiciones
Tú y el proveedor acordáis precio, cantidad, envío y condiciones de pago en una cotización formal.
Paga a través de TwoDock
Paga el importe exacto de la cotización aceptada mediante el pago seguro de TwoDock.
Pago retenido en depósito
Tu pago se retiene de forma segura en depósito mientras el proveedor produce y envía tu pedido.
Dinero de vuelta si no se cumplen las condiciones
Si el pedido no se envía, se pierde o llega con problemas, reclama un reembolso — te ayudamos a resolverlo.
Qué está cubierto
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
Modelo de cobertura pre-embarque: desde el pago, sus fondos se registran como retenidos en el libro de demostración y solo se liberan hacia el proveedor una vez que el envío esté confirmado. Si el pedido nunca se envía, puede reclamar un reembolso completo de la cantidad protegida. El pago real retenido por custodia aún no está disponible — se implementará al lanzamiento.
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.
La protección en cifras
Compensación por retraso: si un pedido protegido se envía después de la fecha acordada sin culpa del comprador, este puede reclamar una compensación mediante el proceso de disputas.
Cifras en vivo del libro de pedidos de TwoDock. Datos de demostración con fines ilustrativos.
Reembolsos y disputas
Abra una disputa
Preséntela desde su página de pedido dentro del período de protección, describiendo el problema.
Revisamos ambas partes
La evidencia de usted y del proveedor se compara con los términos de cotización acordados.
Devolución del dinero
Los reembolsos aprobados vuelven a su método de pago original, sin cargos adicionales.
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
Métodos de pago aceptados
Todos los pagos están cifrados y se procesan de forma segura. Versión demo: los pagos están simulados.
La protección comercial solo aplica a pedidos realizados y pagados a través de TwoDock. Los pagos directos fuera de la plataforma no están cubiertos.