Marketplace Buyer Protection

Protection timeline

Every Marketplace purchase has one in-app order timeline visible to the buyer and seller. It records payment confirmation, the seller's ship-by date, label preparation, carrier acceptance, transit events, delivery, buyer confirmation, protection cases, refunds, and completion. Parcel shipments use full carrier tracking. An eligible RocketVault Card Envelope is labeled limited tracking because scans can be less frequent.

Carrier-confirmed delivery starts the normal payout review clock. Established, low-risk sellers can become payout-eligible after three calendar days; new, high-risk, or high-value sellers use seven days. The buyer can confirm receipt earlier when everything is correct. An open protection case, refund, return, chargeback, carrier exception, or risk hold independently blocks payout.

Open an issue

The buyer selects the affected card or cards in a combined order and opens a structured issue for:

• Item not received
• Damaged in transit
• Materially not as described
• Wrong item
• Authenticity concern

Not received becomes available after the latest promised delivery date and remains available for 30 days; it does not require a false delivered status. Damage, wrong-item, and materially-not-as-described claims remain available for seven days after carrier delivery. Authenticity concerns remain available for 30 days.

Evidence is stored privately with the order. Buyers and sellers can open it only through secure, time-limited links. Public file links cannot be attached to a case.

Opening an eligible issue pauses payout automatically. The seller receives a response deadline and can add a response to the same order history, but cannot remove the case or manually mark an order delivered. A resolved case remains in history while a later eligible issue can be opened without losing the prior record.

Resolutions

RocketVault keeps the outcome with the order. The result can be a full refund, partial refund, tracked return for refund, denied claim, or carrier review. A refund case stays open until the refund is confirmed.

When a full refund follows the purchase of an unused label, RocketVault removes the printable label immediately and asks RocketVault Shipping for a credit. The order timeline shows that separate credit as pending, completed, or needing attention. The buyer's completed payment refund does not wait on the shipping provider, and a pending label credit does not make the old label usable again.

Ratings and reviews

After carrier-confirmed delivery, the buyer can rate the seller once for the completed order using one to five stars, structured tags, and an optional comment. Rating eligibility remains after an issue is resolved. Sellers can publish one response; sellers do not rate buyers.

Public seller reputation separates Identity verified from selling history. Sellers progress from New to Established and Trusted based on completed sales, published buyer ratings, on-time carrier handoff, and issue-free transactions. Identity readiness alone never implies a proven performance record. Reports and moderation can hide abusive reviews or suspicious listings without rewriting the underlying order record.

When RocketVault has verified a seller's pre-Marketplace history, the profile labels that record separately with its source, rating count, and prior completed sales. Imported history can contribute to the displayed overall experience total, but it does not create RocketVault buyer reviews or satisfy the Marketplace transaction thresholds for Established or Trusted.

Report a listing

Listing pages provide a report action for suspected counterfeit or authenticity concerns, prohibited content, misleading descriptions or condition details, suspicious behavior, and other listing concerns. Public visitors sign in before submitting so RocketVault can prevent duplicate or self-reports and keep the report tied to an accountable account.

RocketVault saves the listing and photos that the person reported. Sending the same report again does not create a duplicate. Reports go to a private review queue and do not automatically remove a listing or penalize a seller.

Reports do not disclose the reporter to the seller or expose a seller's email, private account ID, payout status, or ship-from address. The form also warns people not to include payment or account credentials in the note.