支払いから配送までの取引保護
TwoDockを通じて注文・支払いされたすべての注文は取引保護プログラムの対象です — お支払いはエスクローで保全され、配送確認後にのみサプライヤーへ解除されます。
取引保護の仕組み
条件に合意する
あなたとサプライヤーは、正式な見積書で価格・数量・配送・支払条件に合意します。
TwoDockで支払う
承認された見積書の金額をTwoDockの安全なチェックアウトでお支払いください。
エスクローで保全
サプライヤーが製造・発送する間、お支払いはエスクローで安全に保全されます。
条件未達の場合は返金
注文が発送されなかった、紛失した、または問題のある状態で届いた場合、返金を請求してください — 解決をサポートします。
補償内容
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.
数字で見る保護
遅延補償：保護対象の注文が購入者に責任なく合意日より後に発送された場合、購入者は紛争手続きにより補償を請求できます。
TwoDockの注文書からのライブ数値。説明用のデモデータです。
返金と紛争
紛争を開く
保護期間内に注文ページから問題を報告してください。
双方を審査します
お客様とサプライヤーの証拠を合意した見積条件と照合します。
返金
承認された返金は元の支払方法に戻ります — 追加手数料なし。
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
利用可能な支払方法
すべての支払いは暗号化され安全に処理されます。デモ版：支払いはシミュレーションです。
取引保護はTwoDockを通じて注文・支払いされた注文にのみ適用されます。プラットフォーム外での直接支払いは対象外です。