Published April 12, 2026

Dispute Resolution Policy

Dispute Resolution Policy

Last Updated: April 12, 2026

1. Our Commitment

Stonebox.com is committed to helping buyers and sellers resolve disputes fairly and efficiently. This policy outlines how to handle transaction problems.

2. When to File a Dispute

Common Dispute Reasons

  • Item not received: Buyer did not receive the item
  • Item not as described: Item significantly different from listing
  • Damaged in transit: Item arrived broken or damaged
  • Wrong item sent: Received different item than ordered
  • Payment not received: Seller did not receive payment
  • Buyer refuses delivery: Buyer refuses to accept or pay
  • Return issues: Disagreement about returns or refunds

3. Before Filing a Dispute

Step 1: Contact the Other Party

Most issues can be resolved through direct communication:

  • Send a polite, clear message explaining the issue
  • Include photos or documentation
  • Suggest a reasonable solution
  • Allow 48-72 hours for response

Step 2: Review the Listing and Terms

  • Re-read the item description carefully
  • Check shipping timeframes
  • Review any return policy stated
  • Check tracking information if available

4. Filing a Dispute

When to File

File a formal dispute if:

  • The other party doesn't respond within 72 hours
  • You cannot reach a mutual agreement
  • The issue remains unresolved after good-faith effort

How to File

  1. Log in to your Stonebox.com account
  2. Go to My Account > Orders or My Sales
  3. Find the relevant transaction
  4. Click "Report a Problem" or "Open Dispute"
  5. Select the dispute reason
  6. Provide detailed description and evidence
  7. Submit the dispute

Required Information

  • Transaction/order number
  • Clear description of the problem
  • Photos of the item (if applicable)
  • Copies of communications with the other party
  • Shipping/tracking information
  • Any other relevant evidence

5. Dispute Timeline

Filing Deadlines

  • Item not received: Within 30 days of expected delivery
  • Item not as described: Within 14 days of delivery
  • Damaged item: Within 7 days of delivery
  • Payment disputes: Within 30 days of transaction

6. The Dispute Process

Step 1: Notification (Day 1)

  • Both parties receive email notification of the dispute
  • Transaction may be placed on hold
  • Both parties can view dispute details in their account

Step 2: Response Period (Days 2-5)

  • The other party has 5 days to respond
  • They can provide their side of the story
  • Additional evidence can be uploaded
  • Both parties can message through the dispute center

Step 3: Negotiation Period (Days 6-10)

  • Both parties work toward a resolution
  • Stonebox.com may offer suggestions
  • Parties can propose solutions (refund, replacement, return, etc.)

Step 4: Resolution or Escalation (Day 11+)

  • If parties agree, the dispute is marked resolved
  • If no agreement, either party can request Stonebox.com intervention
  • Stonebox.com reviews all evidence and makes a decision

7. Stonebox.com Intervention

When We Step In

  • Parties cannot reach agreement within 14 days
  • One party requests escalation
  • Evidence of fraud or Terms of Use violation
  • High-value transaction requiring mediation

Our Review Process

  1. Review all submitted evidence
  2. May request additional information from either party
  3. Consider platform policies and best practices
  4. Make a binding decision within 5-7 business days
  5. Notify both parties of the decision

Possible Outcomes

  • Full refund to buyer
  • Partial refund to buyer
  • Return item and full refund
  • No refund—dispute denied
  • Store credit or voucher
  • Seller keeps payment

8. Evidence and Documentation

Strong Evidence Includes:

  • Clear photos showing the issue
  • Tracking information and delivery confirmation
  • Screenshots of communications
  • Video unboxing (for damage claims)
  • Original listing screenshots
  • Receipts or invoices
  • Expert assessments (for authenticity disputes)

9. Buyer Protections

You're Protected If:

  • Item was paid for through Stonebox.com payment system
  • Dispute filed within required timeframe
  • You provide adequate documentation
  • Item was significantly not as described
  • Item never arrived (and seller cannot prove delivery)

Not Covered:

  • Buyer's remorse or change of mind
  • Minor cosmetic differences from photos
  • Items accurately described as "for parts" or "as-is"
  • Payments made outside the platform
  • Disputes filed after deadline

10. Seller Protections

You're Protected If:

  • You have proof of delivery/tracking
  • Item was accurately described in listing
  • You shipped to the verified address
  • Item was insured and properly packaged
  • You followed all Stonebox.com policies

Best Practices:

  • Always use tracked shipping
  • Photograph items before shipping
  • Package items securely
  • Respond promptly to buyer questions
  • Keep all transaction records

11. Returns and Refunds

Return Policies

  • Sellers may set their own return policy
  • Return policy must be clearly stated in listing
  • If no policy stated, general platform policy applies
  • Item not as described: Seller must accept return

Who Pays Return Shipping?

  • Item not as described or defective: Seller pays
  • Buyer's remorse (if returns accepted): Buyer pays
  • Damaged in transit: Depends on shipping insurance

12. Refund Processing

Timeframes

  • Agreement reached: 1-3 business days
  • Stonebox.com decision: 3-5 business days after decision
  • After item return: Within 5 days of seller receiving item

Refund Methods

  • Original payment method (preferred)
  • Stonebox.com account credit
  • Check or bank transfer (for large amounts)

13. Fraud and Scams

Immediate Action Required

If you suspect fraud or scam:

  • File a dispute immediately—don't wait
  • Report to fraud@stonebox.com
  • Contact your payment provider/bank
  • File a police report for high-value items
  • Provide all evidence to Stonebox.com

14. Chargebacks

Credit Card Chargebacks

If you file a chargeback with your credit card company:

  • The dispute on Stonebox.com will be suspended
  • We will cooperate with the chargeback investigation
  • Sellers will be notified and can submit evidence
  • Final decision rests with the card company

Note: Filing a chargeback should be a last resort after using our dispute process.

15. Appeals

Disagree with Our Decision?

You may appeal within 14 days if:

  • New evidence becomes available
  • You believe there was an error in review
  • Circumstances have changed significantly

Email disputes@stonebox.com with "APPEAL" in subject line.

16. Consequences of Dispute Abuse

Fraudulent Disputes

Filing false or fraudulent disputes may result in:

  • Dispute dismissed without refund
  • Account suspension or termination
  • Legal action for fraud
  • Permanent ban from platform

17. Tips to Avoid Disputes

For Sellers:

  • Write accurate, detailed descriptions
  • Use clear, authentic photos
  • Ship promptly with tracking
  • Communicate proactively about delays
  • Package items securely

For Buyers:

  • Read listings carefully before purchasing
  • Ask questions before buying
  • Check seller ratings and reviews
  • Use secure payment methods
  • Inspect items upon delivery

18. Legal Disputes

Outside Legal Action

For disputes beyond our scope or high-value claims, parties may pursue:

  • Small claims court
  • Binding arbitration
  • Civil litigation

See our Terms of Use for details on arbitration agreements.

19. Contact Dispute Support

Need help with a dispute?

  • Email: disputes@stonebox.com
  • Dispute Center: Login > Account > Disputes
  • Phone Support: [Your Phone Number] (Monday-Friday, 9 AM - 6 PM EST)

20. Our Goal

Our goal is fair, fast resolution that maintains trust in our marketplace. We carefully review each dispute and strive to make decisions that are equitable for all parties.

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