Perlindungan perdagangan dari pembayaran hingga penghantaran
Setiap pesanan yang dibuat dan dibayar melalui TwoDock dilindungi oleh program perlindungan perdagangan kami — pembayaran anda disimpan dalam escrow dan hanya dilepaskan kepada pembekal selepas anda mengesahkan penghantaran.
Cara perlindungan perdagangan berfungsi
Setujui syarat
Anda dan pembekal bersetuju mengenai harga, kuantiti, penghantaran dan syarat pembayaran dalam sebut harga rasmi.
Bayar melalui TwoDock
Bayar jumlah tepat pada sebut harga yang diterima melalui pembayaran selamat TwoDock.
Pembayaran disimpan dalam escrow
Pembayaran anda disimpan dengan selamat dalam escrow sementara pembekal mengeluarkan dan menghantar pesanan anda.
Wang kembali jika syarat tidak dipenuhi
Jika pesanan tidak dihantar, hilang, atau tiba dengan masalah, tuntut bayaran balik — kami bantu menyelesaikannya.
Apa yang dilindungi
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.
Perlindungan dalam angka
Pampasan kelewatan: jika pesanan yang dilindungi dihantar selepas tarikh yang dipersetujui bukan kerana kesalahan pembeli, pembeli boleh menuntut pampasan melalui proses pertikaian.
Angka langsung daripada buku pesanan TwoDock. Data demo untuk ilustrasi.
Bayaran balik & pertikaian
Buka pertikaian
Kemukakan dari halaman pesanan anda dalam tempoh perlindungan, terangkan masalahnya.
Kami menyemak kedua-dua pihak
Bukti daripada anda dan pembekal dibandingkan dengan syarat sebut harga yang dipersetujui.
Wang dipulangkan
Bayaran balik yang diluluskan kembali ke kaedah pembayaran asal anda — tanpa caj tambahan.
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
Kaedah pembayaran yang diterima
Semua pembayaran disulitkan dan diproses dengan selamat. Versi demo: pembayaran disimulasikan.
Perlindungan perdagangan hanya terpakai untuk pesanan yang dibuat dan dibayar melalui TwoDock. Pembayaran langsung yang dibuat di luar platform tidak dilindungi.