Proteção comercial do pagamento à entrega
Todo pedido feito e pago pela TwoDock é coberto pelo nosso programa de proteção comercial — seu pagamento é mantido em garantia e liberado ao fornecedor somente após você confirmar a entrega.
Como funciona a proteção comercial
Acorde os termos
Você e o fornecedor concordam sobre preço, quantidade, envio e condições de pagamento em uma cotação formal.
Pague pela TwoDock
Pague o valor exato da cotação aceita pelo checkout seguro da TwoDock.
Pagamento mantido em garantia
Seu pagamento é mantido em segurança em garantia enquanto o fornecedor produz e envia seu pedido.
Dinheiro de volta se os termos não forem cumpridos
Se o pedido não for enviado, for extraviado ou chegar com problemas, solicite um reembolso — nós ajudamos a resolver.
O que está coberto
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.
Proteção em números
Compensação por atraso: se um pedido protegido for enviado após a data acordada sem culpa do comprador, este pode solicitar compensação pelo processo de disputa.
Números ao vivo do livro de pedidos da TwoDock. Dados de demonstração para ilustração.
Reembolsos e disputas
Abra uma disputa
Apresente-a na página do pedido dentro do período de proteção, descrevendo o problema.
Analisamos os dois lados
As evidências de você e do fornecedor são comparadas com os termos de cotação acordados.
Dinheiro de volta
Reembolsos aprovados voltam ao seu método de pagamento original — sem taxas extras.
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 pagamento aceitos
Todos os pagamentos são criptografados e processados com segurança. Versão demo: pagamentos simulados.
A proteção comercial aplica-se somente a pedidos feitos e pagos pela TwoDock. Pagamentos diretos feitos fora da plataforma não são cobertos.