Problems reviewed with evidence, not guesswork.

1. Start with the other party

Where it is safe to do so, contact the buyer or seller through CardQuay, describe the problem and allow a reasonable opportunity to respond. Many delivery and description issues can be resolved quickly with clear evidence.

2. When to contact CardQuay

Contact us for suspected counterfeit or stolen cards, material description differences, non-delivery, shipping damage, an unauthorised payment, harassment, identity concerns, a failed trade or a seller who does not respond. Urgent safety or fraud concerns may be reported immediately.

3. Evidence we may request

We may request listing screenshots, order or proposal records, messages, payment status, tracking and lodgement receipts, photographs or video of packaging and the card, certification results, proof of ownership, identity verification or a written chronology. Do not alter or dispose of relevant items while a review is open.

4. Review process

1. The buyer opens an order case from My Account → Purchases.
2. The seller can approve the request, provide return instructions or explain why it is declined.
3. If unresolved, the buyer can escalate the case to CardQuay for review.
4. We assess order records, tracking, evidence, these policies and applicable law, then record the outcome.

We aim to acknowledge escalated cases within two business days, but complex authentication, carrier or law-enforcement matters may take longer.

5. Possible outcomes

Depending on the issue and the capabilities then available, outcomes may include no action, corrected listing information, a warning, cancellation, return instructions, a full or partial refund by the seller, reversal of a trade, removal of a listing, loss of selling access, use of a security deposit under its separately disclosed terms, or account suspension. CardQuay does not guarantee recovery.

6. Payment disputes and chargebacks

Stripe checkout disputes are also governed by Stripe's processes and the connected-account terms shown for the transaction. Users must not knowingly seek duplicate recovery through a seller refund, CardQuay process and chargeback for the same loss. You may still exercise any lawful chargeback or consumer right.

7. Law enforcement and external rights

Nothing in this process prevents a user from contacting a carrier, payment provider, consumer protection agency, police, court or tribunal. We may preserve and disclose relevant information where lawfully required.

8. How to lodge a dispute

For a CardQuay checkout order, open the purchase in My Account → Purchases and choose Need help with this order?. For a listing, account or off-platform safety concern, email wangliyuan020418@gmail.com with the subject “CardQuay dispute”, the relevant reference and a concise description with evidence. Do not send complete payment-card numbers or unnecessary identity documents by ordinary email.