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Wots

Dispute Policy

Last updated 20 August 2026

Opening a dispute

A buyer may open a dispute during the buyer protection period from their order page, selecting a reason (not as described, suspected counterfeit, damaged, missing/incorrect item, not received, or other) and providing details and, where relevant, photo evidence.

What happens next

  1. The seller's payout for that order is placed on hold immediately.
  2. The seller is notified and asked to respond within 3 days, with their own evidence if relevant.
  3. Our team reviews all evidence from both parties.
  4. We issue a resolution: in the buyer's favour (full or partial refund), in the seller's favour (payout proceeds), or closed with no action.

Stripe chargebacks

If a buyer disputes a charge directly with their bank (a chargeback) rather than through our in-app process, Stripe notifies us and the same payout hold applies automatically while the chargeback is contested. Chargeback outcomes are ultimately decided by the card network and Stripe, not by Wots TCG Vault NZ.

Evidence

Keep proof of shipment, condition photos taken before shipping, and any relevant correspondence — this significantly improves the speed and accuracy of dispute review for both buyers and sellers.

Draft — not legal advice. This page is a starting template only and has not been reviewed by a lawyer. Obtain review from a qualified New Zealand lawyer before relying on it in production.