What's protected
If a buyer files a dispute and you've followed every step below, SGT Cart covers the loss instead of passing it through to you:
- "Item not received" claims when courier proof-of-delivery is on file.
- "Item significantly not as described" claims that are objectively refuted by your published listing (photos, specs, dimensions).
- Buyer refusal to accept a Cash-on-Delivery package after dispatch (we waive the return-leg shipping charge twice per month).
Eligibility
- The shop is in Active status with no open policy violations.
- The order shipped via an SGT-approved courier (signed POD captured).
- The listing accurately matched the delivered item — photos, specs, and condition.
- You responded to the buyer within 24 hours of the dispute opening.
Claim process
Disputes open automatically in the Disputes tab. Reply with evidence (courier slip, packaging photos, chat history). Our team adjudicates within 5 business days, applying the dispute-resolution policy.
Not covered
- Listings flagged for IP infringement or counterfeit goods.
- Shops with three or more open policy strikes.
- Self-shipped orders that bypassed SGT's approved couriers.
- Custom / made-to-order items unless explicitly insured.