Seller Protection

What Seller Protection does

Seller Protection provides a fair evidence review for an eligible paid order when a buyer reports damage, non-delivery, a materially inaccurate listing, a wrong or altered return, or files a payment dispute. A buyer report does not automatically create a refund or make the seller responsible.

Fit, change of mind, disclosed wear, buyer-caused damage, use after delivery, and unsupported claims are not normally charged to a compliant seller. Seller Protection is a marketplace review process, not insurance and not a guarantee of a carrier, bank, or card-network decision.

Eligibility requirements

The order must be paid through Dance Seconds and the seller must comply with the Marketplace Terms and Seller Rules.

• Use actual-item photos and accurately disclose condition, tagged size, included pieces, alterations, and every known flaw.
• Ship only after the order shows Paid — Ready to ship.
• Ship on time to the exact address in the Dance Seconds order.
• Use a carrier service with an acceptance scan and end-to-end tracking; use any signature or insurance requirement shown for the order.
• Keep listing, condition, packing, receipt, tracking, and order-message evidence.
• Respond to a protection request within 48 hours or the shorter payment-provider deadline shown in the notice.
• Keep payment, address changes, messages, shipping, returns, and refunds inside Dance Seconds.

Damage and not-as-described claims

A buyer must normally report a delivery issue within three calendar days and provide clear photos of the shipping label, outer and inner packaging, entire costume, and claimed issue. The buyer must keep the item and packaging and must not wear, perform in, wash, alter, repair, resell, or return the item while review is open.

Dance Seconds gives the seller notice and a fair chance to submit the listing, pre-shipment, packing, receipt, tracking, and message evidence. The review considers whether the issue existed before shipment, was disclosed, resulted from inadequate packaging, occurred during carrier transit despite reasonable packaging, or happened after delivery. A compliant seller is not penalized merely because a buyer made a claim.

Lost and delivered-package claims

A seller who never obtains a carrier acceptance scan is normally responsible for non-delivery. If tracking shows carrier acceptance and later loss or transit damage, Dance Seconds may require a carrier claim and decide the refund or payout adjustment using the shipping coverage, evidence, and payment-provider rules.

Tracking showing delivery to the exact order address is strong seller evidence. A buyer statement alone does not automatically reverse payout. Dance Seconds may request carrier documentation and confirmation that the buyer checked the address, household, delivery location, and carrier before deciding the platform claim.

Return condition protection

An approved return must use the provided tracked method and include the same costume, tags, accessories, and components in the condition received. The seller should inspect the return promptly and report any substitution, missing piece, new odor, wear, alteration, or damage with photos within 48 hours of return delivery.

When the evidence supports the seller, Dance Seconds may deny or reduce the buyer's platform refund, release or restore the seller's payout, restrict the buyer account, or take other action allowed by law and payment-provider rules.

Payment disputes and chargebacks

Dance Seconds will preserve the accepted policies and order record, notify the seller, and request relevant evidence. The seller must respond by the deadline in the notice. Dance Seconds or its payment provider may submit the evidence to the buyer's bank or card network, but the bank or network makes the final chargeback decision.

A chargeback or reversal may place a payout on hold or create a seller balance adjustment as permitted by the accepted terms and payment-provider rules. Dance Seconds will not promise a seller win that the bank or network controls.

What is not protected

Seller Protection does not cover off-platform payments or messages, shipping before verified payment, shipping to an address outside the order, untracked shipment, materially inaccurate or incomplete listings, prohibited items, counterfeit or recalled products, missed response deadlines, or seller fraud and policy violations.