THRIFTER

SELLER PROTECTION POLICY

Last Updated: 2-10-2026 | Effective: 2-10-2026

This Seller Protection Policy ("Policy") is incorporated into and subject to the Thrifter Terms of Service. Capitalized terms not defined herein have the meanings set forth in the Terms of Service. This Policy describes the protections available to eligible Sellers on the Thrifter platform for qualifying Transactions.

Thrifter is committed to creating a fair and trusted marketplace for secondhand goods. When you deliver on your commitments and provide a great buying experience, Thrifter will protect you from abusive buyer behavior, payment disputes, and events outside your control.

1. Overview of Seller Protections

When you sell on Thrifter, you are protected by a combination of policies, automated transaction monitoring, and a dedicated support team. Seller protections are designed to:

Shield you from financial loss when you fulfill your obligations and a Buyer files an unjustified dispute or chargeback.
Remove the impact of abusive Buyer behavior on your account standing.
Ensure that your payouts are not unfairly withheld due to circumstances beyond your control.
Provide a clear appeals process when you believe a decision was made in error.

Note: This Policy supplements your rights under the Terms of Service (Sections 7, 8, 11, and 12) and should be read together with those provisions.

2. Eligibility Requirements

2.1 General Eligibility

To be eligible for Seller protections, you must meet all of the following requirements at the time the dispute or claim arises:

Account in Good Standing: Your Thrifter account must be active, verified (KYC complete via Stripe), and not subject to any active suspension or restriction.
Compliance with Terms of Service: You must be in compliance with the Thrifter Terms of Service, this Policy, and all applicable Thrifter policies at the time of the Transaction.
Accurate Listing: The Item must be accurately described in your listing, including condition, defects, photos, and any material details. Misleading or materially inaccurate listings void eligibility.
Timely Shipment: You must ship the Item within the required timeframe (3 business days of payment capture, or as specified in your listing) using a tracked shipping service.
Valid Tracking: You must provide valid tracking information that shows delivery to the Buyer’s address as specified in the Transaction details.
Signature Confirmation for High-Value Transactions: For Transactions totaling $750 or more, you must use a shipping service with signature confirmation.
Responsive to Disputes: You must respond to any dispute, claim, or chargeback notification within the specified timeframe (see Section 6).

2.2 Items and Transactions Not Covered

The following are excluded from Seller protection:

Items that violate Thrifter’s Prohibited Items Policy.
Items not shipped to the Buyer’s address as shown in the Transaction details (e.g., shipped to a different address at the Buyer’s informal request).
Transactions completed or partially completed off-platform.
Items delivered in person (local pickup) without documented proof of handoff.
Digital goods, services, gift cards, or intangible items.
Transactions where the Seller has a history of serious policy violations (e.g., selling counterfeits, repeated fraudulent listings).

3. Protected Scenarios

Eligible Sellers are protected in the following scenarios. In each case, Thrifter will cover the Seller’s financial liability and will not seek reimbursement from the Seller, provided all eligibility requirements are met.

3.1 Item Not Received (INR) Claims

If a Buyer claims they did not receive the Item, Thrifter will protect the Seller when:

Tracking shows a delivery status of "delivered" (or equivalent) to the address in the Transaction details; and
For Transactions of $750 or more, the Seller purchased signature confirmation and tracking confirms a signature was obtained; and
The Seller shipped to the exact address provided in the Transaction details.

What Thrifter will do: Thrifter will not hold the Seller financially responsible. If the Buyer receives a refund (e.g., through a chargeback), Thrifter will absorb the cost and will not seek reimbursement from the Seller.

3.2 Unauthorized Transaction / Fraud Claims

If a Buyer (or their payment institution) claims the transaction was unauthorized, Thrifter will protect the Seller when:

The Transaction was processed through Thrifter’s payment system (Stripe) in the normal course;
The Seller shipped the Item to the address in the Transaction details with valid tracking; and
Tracking confirms delivery.

What Thrifter will do: Thrifter will cover the disputed amount and waive any dispute fees. The Seller will not be held responsible for fraudulent Buyer activity.

3.3 Item Not as Described (INAD) – False Claims

If a Buyer falsely claims an Item is "Not as Described" and the Seller’s listing was accurate, Thrifter will protect the Seller when:

The Seller provides photographic or other documentary evidence that the Item matched the listing description at the time of shipment (e.g., timestamped photos, packaging videos); and
Thrifter’s review determines that the listing was materially accurate and complete; and
The Buyer’s claim is found to be without merit.

What Thrifter will do: Thrifter will close the dispute in the Seller’s favor. If the Buyer filed a chargeback and it is resolved against the Seller by the payment institution, Thrifter will absorb the cost, provided all eligibility criteria are met.

3.4 Buyer Remorse / Change of Mind

As stated in the Terms of Service (Section 11.2), Thrifter does not offer a general return policy for buyer’s remorse. Offers are binding. If a Buyer attempts to return an Item solely because they changed their mind:

Thrifter will not require the Seller to accept the return.
If the Buyer files a dispute or chargeback citing buyer’s remorse, Thrifter will defend the Seller.
If the Buyer’s payment institution resolves the dispute in the Buyer’s favor despite this, Thrifter will cover the Seller’s loss, provided all eligibility criteria are met.

3.5 Payment Disputes (Chargebacks)

When a Buyer files a payment dispute (chargeback) with their bank, credit card issuer, or other payment institution, Seller protection applies as follows:

Dispute Reason

Evidence Required from Seller

If Eligible: Thrifter Action

Item Not Received

Tracking showing delivery to Transaction address; signature confirmation if $750+

Thrifter covers disputed amount; waives dispute fee; no reimbursement sought from Seller

Unauthorized Transaction

Proof of shipment with tracking to Transaction address and delivery confirmation

Thrifter covers disputed amount; waives dispute fee

Item Not as Described

Photos/video of Item before shipment; listing screenshots; packaging evidence

Thrifter covers disputed amount if claim found without merit; waives dispute fee

Buyer’s Remorse

Listing accuracy evidence; proof of delivery

Thrifter covers disputed amount; waives dispute fee

Dispute Fee: Thrifter may charge a dispute fee of $20 per payment dispute. This fee is waived for Sellers who are eligible for Seller protection. Sellers will not be charged more than one dispute fee per Transaction.

4. Protection from Abusive Buyer Behavior

4.1 Abusive Buyer Policy

Thrifter maintains an Abusive Buyer Policy to protect Sellers from Buyers who misuse the platform’s dispute, return, and feedback systems. Abusive behavior includes, but is not limited to:

Filing false Item Not Received claims when tracking shows delivery.
Filing false Item Not as Described claims to obtain free items or unjustified refunds.
Submitting Offers with no intention of completing the purchase.
Returning Items that have been used, altered, swapped, or damaged by the Buyer and claiming them as "Not as Described."
Threatening negative reviews or disputes to coerce Sellers into providing discounts, partial refunds, or free items outside the dispute process.
Repeatedly filing chargebacks or disputes across multiple Transactions.
Colluding with others to manipulate prices, feedback, or dispute outcomes.
Requesting that the Seller complete the Transaction off-platform to avoid fees.

4.2 Actions Thrifter Will Take

When Thrifter determines that a Buyer has engaged in abusive behavior, Thrifter may take one or more of the following actions:

Remove negative feedback or ratings associated with the abusive behavior from the Seller’s account.
Close open disputes in the Seller’s favor.
Reverse any financial impact to the Seller, including refunding captured payments or releasing held funds.
Warn the Buyer about the violation.
Restrict the Buyer’s ability to submit Offers, open disputes, or leave feedback.
Suspend or terminate the Buyer’s account in serious or repeated cases.

4.3 Reporting Abusive Buyers

Sellers can report abusive Buyer behavior through the Thrifter app or website by navigating to the Transaction and selecting "Report Buyer." Sellers should provide a clear description of the behavior and any supporting evidence (screenshots, messages, photos). Thrifter will investigate all reports and may take action as described in Section 4.2.

5. Protection from Events Outside Your Control

5.1 Shipping Carrier Delays and Losses

If an Item is lost or significantly delayed by the shipping carrier after the Seller shipped on time with valid tracking:

Lost in Transit: If the carrier confirms the package is lost, Thrifter will not hold the Seller responsible. Thrifter will refund the Buyer and will not seek reimbursement from the Seller, provided the Seller purchased adequate shipping (tracked service, signature confirmation where required). The Seller should also file a claim with the carrier.
Delayed in Transit: If a Buyer files an Item Not Received claim while the Item is still in transit and the carrier shows it is en route, Thrifter will hold the dispute open for a reasonable period (up to 10 business days beyond the estimated delivery date) before making a determination.

5.2 Natural Disasters and Force Majeure

If a shipping delay or non-delivery is caused by a natural disaster, severe weather, pandemic, government action, or other force majeure event affecting the carrier’s network, Thrifter will not hold the Seller responsible and will extend applicable timeframes as necessary.

5.3 Platform Outages

If a Thrifter platform outage or technical error results in a failed shipment notification, missed dispute response deadline, or other adverse impact on the Seller, Thrifter will not penalize the Seller and will restore the Seller to the position they would have been in absent the outage.

6. Dispute Response Process for Sellers

6.1 Notification

When a Buyer opens a dispute or a payment institution initiates a chargeback, Thrifter will notify the Seller via email and in-app notification. The notification will include: the nature of the dispute, the Transaction details, the disputed amount, and the deadline to respond.

6.2 Response Deadline

Sellers must respond to disputes within 5 calendar days of receiving the notification. Failure to respond within the deadline may result in the dispute being resolved in the Buyer’s favor and forfeiture of Seller protection eligibility for that Transaction.

6.3 How to Respond

Sellers can respond through the Thrifter app or website by navigating to the dispute in their "Disputes" dashboard. Sellers may:

Accept the dispute: Agree to a full refund to the Buyer. The refund will be deducted from the Seller’s available balance or on-file payment method.
Challenge the dispute: Provide evidence to contest the Buyer’s claim. Evidence should be tailored to the dispute type (see Section 6.4).

6.4 Evidence Guidelines

The type of evidence that is most helpful depends on the dispute reason:

Dispute Type

Recommended Evidence

Item Not Received

Tracking number with delivery confirmation; carrier delivery scan; signature confirmation receipt (if $750+); screenshot of Transaction address matching delivery address

Unauthorized Transaction

Shipping receipt with tracking; delivery confirmation; any communication with the Buyer (messages, Offer acceptance); proof that the Item was shipped to the Transaction address

Item Not as Described

Timestamped photos/video of the Item before shipment; original listing screenshots; packaging photos/video; any pre-sale communication with the Buyer about the Item’s condition

Buyer’s Remorse

Evidence that the listing was accurate; Buyer messages indicating change of mind; delivery confirmation

6.5 Resolution

After reviewing the evidence from both parties, Thrifter will make a determination:

If resolved in Seller’s favor: The dispute is closed, any held funds are released, and no financial impact is applied to the Seller.
If resolved in Buyer’s favor: The Buyer receives a refund. Whether the Seller is held financially responsible depends on Seller protection eligibility (see Section 2). If eligible, Thrifter absorbs the cost.
For payment disputes (chargebacks): Thrifter will submit the Seller’s evidence to the Buyer’s payment institution. The final decision is made by the payment institution. Regardless of that outcome, if the Seller is eligible for protection, Thrifter will cover the Seller’s financial exposure.

7. Fund Holds During Disputes

7.1 Temporary Holds

When a dispute or chargeback is filed, Thrifter (through Stripe) may place a temporary hold on the disputed funds in the Seller’s account. This hold may remain in place for up to 90 calendar days or until the dispute is resolved, whichever occurs first.

7.2 Release of Funds

Held funds will be released when:

The dispute is resolved in the Seller’s favor;
The Buyer withdraws the dispute;
The payment institution resolves the chargeback in the Seller’s favor; or
Thrifter determines the Seller is eligible for protection and proactively releases the funds.

7.3 Impact on Payouts

During an active dispute, the disputed amount may be deducted from the Seller’s available payout balance. Payouts for other (non-disputed) Transactions will continue on the normal schedule unless the Seller’s account is subject to a broader hold for compliance or risk reasons.

8. Appeals

8.1 Right to Appeal

If Thrifter determines that a Seller is not eligible for Seller protection for a particular dispute, or if a dispute is resolved against the Seller, the Seller may submit an appeal within 30 calendar days of being notified of the outcome.

8.2 How to Appeal

Appeals can be submitted through the Thrifter app or website by navigating to the closed dispute and selecting "Appeal Decision." Sellers should include:

A clear explanation of why the decision should be reconsidered.
Any new or additional evidence not previously submitted.
References to specific provisions of this Policy or the Terms of Service that support the appeal.

8.3 Review Process

Thrifter will review the appeal within 10 business days and may request additional documentation from the Seller. The appeal decision is final with respect to Thrifter’s internal process but does not preclude the Seller from pursuing legal remedies under the dispute resolution provisions of the Terms of Service (Section 18).

9. Loss of Protection Eligibility

Sellers may lose eligibility for Seller protections, temporarily or permanently, if they:

Use a false identity or provide fraudulent information during account registration or KYC verification.
Fail to ship Items within the required timeframe or ship without valid tracking.
Ship to a different address than the one provided in the Transaction details.
Create materially inaccurate listings (misleading descriptions, photos that do not reflect the actual Item, undisclosed defects).
Sell prohibited items or items that violate applicable law.
Have a pattern of serious policy violations, such as selling counterfeit goods, engaging in shill bidding, or circumventing platform fees.
Abuse the Seller protection system, such as filing false claims, fabricating evidence, or manipulating Transactions to trigger protections.
Fail to respond to a dispute within the required timeframe.
Encourage Buyers to transact off-platform.

Thrifter will notify the Seller if their protection eligibility is revoked and provide the reason. The Seller may appeal this decision through the process described in Section 8.

10. Seller Best Practices

To maintain protection eligibility and minimize disputes, Thrifter recommends the following best practices:

10.1 Listings

Photograph Items from multiple angles in good lighting, including close-ups of any flaws, stains, wear, or damage.
Describe the Item’s condition honestly and in detail, including brand, size, material, measurements, and any defects.
Include measurements where applicable (clothing, shoes, accessories).
Disclose any repairs, alterations, or missing components.
Use your own original photos – never stock images.

10.2 Shipping

Ship within the required timeframe (within 3 business days of payment capture, or per your listing).
Always use a tracked shipping service.
Use signature confirmation for Transactions of $750 or more.
Ship only to the address in the Transaction details – never to an alternate address provided via message.
Package Items securely to prevent damage in transit.
Upload tracking information to Thrifter as soon as the Item is shipped.

10.3 Communication

Respond to Buyer messages promptly and courteously.
Keep all communication on-platform through Thrifter’s messaging system.
If a Buyer raises a concern, try to resolve it directly before it becomes a formal dispute.

10.4 Documentation

Photograph or video Items before packaging them for shipment. This is your most powerful evidence in an Item Not as Described dispute.
Save shipping receipts and tracking confirmations.
Screenshot your listings periodically as a record of your descriptions and photos.

11. Return Handling for Valid Item Not as Described Claims

When Thrifter determines that an Item was genuinely Not as Described and the Seller is responsible:

The Buyer is entitled to a full refund, including original shipping costs.
The Seller must accept the return and is responsible for return shipping costs.
The Seller must provide a return shipping label or reimburse the Buyer for return shipping within 3 business days of the determination.
Upon receiving the returned Item, the Seller should inspect it and report any concerns to Thrifter immediately (e.g., if the returned Item is not the same Item that was shipped, or has been damaged/altered by the Buyer).

11.1 Deductions for Items Returned in Altered Condition

If a Buyer returns an Item that has been used, altered, or damaged beyond its original condition at the time of sale, the Seller may deduct up to 50% from the refund to account for the loss in value. The Seller must provide photographic evidence of the Item’s condition upon return compared to its condition at shipment. Thrifter will review deduction requests and may adjust the amount if the deduction is found to be unreasonable.

12. Limitations and Disclaimers

This Policy is provided at Thrifter’s discretion and may be modified at any time in accordance with the Terms of Service (Section 21). While Thrifter endeavors to protect Sellers fairly, the following limitations apply:

Not insurance. Seller protection is not a guarantee or insurance product. Thrifter’s determinations are made at its sole discretion based on the available evidence.
Payment institution decisions. For chargebacks, the Buyer’s payment institution makes the final decision. While Thrifter will advocate on the Seller’s behalf and absorb losses for eligible Transactions, Thrifter cannot guarantee the outcome of a chargeback.
Aggregate liability. Thrifter’s total liability under this Policy for all claims by a single Seller in any 12-month period shall not exceed $5,000 or the total fees paid by the Seller during that period, whichever is greater. Thrifter reserves the right to cap protection on individual Transactions at $2,500 unless otherwise agreed.
Right to modify. Thrifter reserves the right to modify protection limits, eligibility criteria, and covered scenarios with 30 days notice as described in the Terms of Service.

13. Contact and Support

For questions about Seller protections, to report abusive Buyer behavior, or to initiate an appeal:

Thrifter Seller Support

Email: official.thrifter@gmail.com

Response Time: Within 48 hours for dispute-related inquiries

This Policy was last updated on 2/10/2026. Thrifter will notify Sellers of material changes in accordance with the Terms of Service.