Protection commerciale du paiement à la livraison
Chaque commande passée et payée via TwoDock est couverte par notre programme de protection commerciale — votre paiement est conservé en séquestre et n'est libéré au fournisseur qu'après votre confirmation de livraison.
Fonctionnement de la protection commerciale
Convenir des conditions
Vous et le fournisseur convenez du prix, de la quantité, de l'expédition et des conditions de paiement dans un devis formel.
Payer via TwoDock
Payez le montant exact du devis accepté via le paiement sécurisé de TwoDock.
Paiement conservé en séquestre
Votre paiement est conservé en séquestre pendant que le fournisseur produit et expédie votre commande.
Remboursé si les conditions ne sont pas respectées
Si la commande n'est pas expédiée, est perdue ou arrive avec des problèmes, demandez un remboursement — nous vous aidons à résoudre le problème.
Ce qui est couvert
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
Couverture pré-expédition modélisée : à partir du paiement, vos fonds sont enregistrés comme bloqués dans le registre de démonstration et ne sont libérés au fournisseur qu'une fois l'expédition confirmée. Si la commande n'est jamais expédiée, vous pouvez réclamer un remboursement complet du montant protégé. Le paiement réel détenu en séquestre n'est pas encore disponible — il arrivera au lancement.
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 protection en chiffres
Indemnisation en cas de retard : si une commande protégée est expédiée après la date convenue sans faute de l'acheteur, celui-ci peut demander une indemnisation via la procédure de litige.
Chiffres en direct du carnet de commandes TwoDock. Données de démonstration à titre illustratif.
Remboursements et litiges
Ouvrir un litige
Déclarez-le depuis votre page de commande pendant la période de protection, en décrivant le problème.
Nous examinons les deux parties
Les preuves des deux côtés sont comparées aux conditions du devis convenu.
Argent restitué
Les remboursements approuvés retournent à votre moyen de paiement d'origine — sans frais supplémentaires.
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
Moyens de paiement acceptés
Tous les paiements sont chiffrés et traités en sécurité. Version démo : paiements simulés.
La protection commerciale s'applique uniquement aux commandes passées et payées via TwoDock. Les paiements directs effectués hors de la plateforme ne sont pas couverts.