Version 1.0 · Effective May 2026. Applies to all transactions on performancesupplyco.shop.
PSC uses Stripe to process payments: the buyer’s card is authorized at checkout and charged when the seller marks the order shipped, at which point the seller’s proceeds are released. PSC does not provide escrow services and is not an escrow agent, trustee, fiduciary, bank, money transmitter, or custodian of user funds. This policy governs how platform disputes are opened, managed, and resolved when a buyer and seller cannot resolve an issue directly.
PSC acts as a neutral facilitator, not a party to the transaction. PSC may issue a platform resolution; that resolution is final for purposes of PSC’s internal payment and account processes, but does not limit any non-waivable rights a user may have under applicable law.
Only buyers may open a dispute. Disputes can only be opened after an order has been marked shipped by the seller.
A dispute may be opened no later than 14 days after the order is marked shipped, or 7 days after the buyer confirms receipt, whichever comes first. PSC may shorten, extend, or waive this deadline for shipping delays, non-delivery, or other shipping irregularities. Seller proceeds are released when the order ships, so a dispute resolved in the buyer’s favor is satisfied by refunding the buyer and recovering the corresponding amount from the seller.
Local pickup orders follow a different fulfillment path: there is no shipping step. The buyer’s card is authorized but not charged until pickup. The buyer is expected to inspect the item in person before entering a 6-digit code from the seller, which captures the charge and releases the seller’s proceeds. By entering the code, the buyer authorizes that payment and acknowledges receipt of the item, so the standard dispute flow generally does not apply.
The 5-attempt rate limit on the pickup code protects sellers from buyers brute-forcing their way to a funds release.
| Reason | Description |
|---|---|
| Item not as described | Condition, specifications, or photos did not accurately represent the item |
| Item not received | Tracking shows no delivery and seller cannot provide resolution |
| Item damaged in shipping | Item arrived with damage not present in listing photos |
| Wrong item sent | Seller shipped a different item than listed |
Most disputes can resolve between the parties without PSC stepping in. Within 48 hours of the dispute opening, the seller chooses one of four proposals:
| Proposal | Effect on acceptance |
|---|---|
| Full refund | Buyer is refunded in full; the order closes. |
| Partial refund | Buyer is refunded an amount the seller picks (at least $1, less than the order total); the seller keeps the difference. |
| No refund | Seller's position is that no refund is warranted. If the buyer accepts, the dispute closes in the seller's favor. |
| Return required | Buyer ships the item back and posts tracking; the seller confirms receipt to issue a full refund. If either side stalls for 14 days, the dispute escalates to PSC. |
The seller can also choose to skip the proposal stage and escalate the dispute to PSCdirectly if they'd rather have admin decide.
The buyer then has 24 hours to accept or reject. Accept executes the proposal immediately. Reject escalates the dispute to PSC for admin review.
Timeouts: if the seller doesn't propose within 48 hours, or the buyer doesn't respond within 24 hours, the dispute auto-escalates to PSC for admin review.
| Outcome | Trigger | Result |
|---|---|---|
| Full refund | Buyer accepts seller's full-refund proposal, or admin rules for buyer | 100% refunded to buyer; listing returns to active |
| No refund | Buyer accepts seller's no-refund proposal, or admin rules for seller | Seller keeps the payment; no refund to the buyer |
| Partial refund | Buyer accepts seller's partial-refund proposal, or mutual admin agreement | Agreed amount refunded to the buyer; seller keeps the remainder |
| Return + refund | Buyer accepts seller's return-required proposal | Buyer ships back; PSC refunds buyer after the seller confirms receipt |
PSC may:
A PSC platform resolution is final for purposes of PSC’s internal payment and account processes, but does not limit any non-waivable rights you may have under applicable law.
Buyers who repeatedly open fraudulent disputes may have their accounts suspended. PSC reserves the right to withhold refunds if evidence of abuse is found.
PSC recommends all sellers use tracked shipping. If tracking confirms delivery to the address provided in the order, PSC will generally resolve a non-receipt dispute in favor of the seller, unless the buyer provides evidence of fraud, delivery error, carrier error, unauthorized account access, or other circumstances that PSC determines justify a different result. Disputes involving lost or damaged packages may also be subject to carrier rules and claims processes; PSC will facilitate communication between the buyer and seller but cannot guarantee outcomes.
Refunds are processed via Stripe to the original payment method. Processing time is 5-10 business days depending on the buyer's bank.
Purchase order (PO) payments are handled on a case-by-case basis with the buyer's institution.
For dispute assistance: disputes@performancesupplyco.shop. Response time is within 1 business day.
PSC reserves the right to update this policy. Material changes will be communicated to registered users.