Buyer Protection
How our escrow system and dispute resolution process keeps your purchases safe
Your Funds Are Protected by Blockchain Escrow
Every transaction on Playhold Marketplace is secured by our smart contract escrow system on the Base network. Your payment is held safely until you confirm receipt of your item or service.
How Escrow Protection Works
You Purchase
Pay with USDC. Funds go into the escrow smart contract.
Seller Delivers
The seller delivers your item or completes your service.
You Confirm
Verify you received what was promised and confirm completion.
Seller Paid
Only after confirmation, funds are released to the seller.
This process ensures that sellers have a strong incentive to deliver exactly what was promised, and you never risk losing your money to undelivered orders.
What's Covered
You're Protected When:
- Non-delivery: You paid but never received the item or service
- Partial delivery: You received less than what was listed (e.g., ordered 1000 gold, only got 500)
- Wrong item: The item doesn't match the listing description
- Service not completed: A boosting service wasn't performed as described
What's NOT Covered
Protection Does NOT Apply When:
- Already confirmed: You've already confirmed receipt and released funds
- Buyer's remorse: You changed your mind after receiving the item
- Off-platform trades: Transactions conducted outside our marketplace
- Game developer actions: Items removed or accounts banned by game publishers after delivery
- Fraudulent claims: False disputes will result in account suspension
- Dispute timeout: You didn't respond to dispute requests within the required timeframe
Opening a Dispute
If something goes wrong with your order, you can open a dispute. Here's how:
Step 1: Try to Resolve with the Seller First
Before opening a formal dispute, we encourage you to communicate with the seller through the platform chat. Many issues can be resolved quickly through direct communication.
Step 2: Open a Dispute
If you can't resolve the issue with the seller, go to your order page and click "Open Dispute". You'll need to:
- Select the reason for your dispute
- Provide a detailed explanation of the issue
- Upload any relevant evidence (screenshots, chat logs, etc.)
Step 3: Wait for Review
Our dispute resolution team will review the case, considering:
- Your evidence and explanation
- The seller's response and evidence
- Platform chat history
- Order details and listing description
Step 4: Resolution
Based on the evidence, we'll make a decision. If the dispute is resolved in your favor, the escrowed funds will be returned to you.
Dispute Timeline
48 Hours to Respond
Once a dispute is opened, both parties have 48 hours to respond with evidence. Failure to respond may result in the dispute being resolved against you.
3-7 Days for Resolution
Most disputes are resolved within 3-7 business days after all evidence is submitted. Complex cases may take longer.
Immediate Fund Release
Once a decision is made, funds are released immediately through the smart contract—no waiting for bank transfers.
Tips for Successful Purchases
✓ Check Seller Reputation
Review the seller's ratings, number of completed orders, and badges before purchasing.
✓ Read the Description
Make sure you understand exactly what you're buying, including delivery method and timeframe.
✓ Communicate via Platform
Keep all communication on our platform to ensure you have records for any potential disputes.
✓ Document Everything
Take screenshots of what you receive. This helps if you need to open a dispute.
✓ Don't Confirm Early
Only confirm receipt after you've fully received and verified the item or service.
✓ Act Quickly
If something is wrong, open a dispute promptly. Don't wait until it's too late.
Warning: Off-Platform Trading
Never agree to trade outside of Playhold Marketplace. Sellers who ask you to pay via external methods (PayPal, direct crypto transfer, etc.) are attempting to bypass escrow protection. You will have no recourse if you're scammed in an off-platform transaction.
Optional Insurance
For additional peace of mind, you can add optional insurance (+1%) to your purchase at checkout. Insurance provides:
- Extended dispute window
- Priority dispute resolution
- Additional coverage for edge cases
Learn more about fees and insurance on our Fees page.
Related Policies
Last updated: January 28, 2026