Version 1.0 · Effective May 2026. Applies to all transactions on performancesupplyco.shop.
PSC holds funds via Stripe until delivery is confirmed. This policy governs how 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 — but reserves the right to make final resolution decisions.
Only buyers may open a dispute. Disputes can only be opened after an order has been marked shipped by the seller.
Disputes must be opened within 7 days of the shipped date. After 7 days with no dispute, funds are automatically released to the seller.
Local pickup orders follow a different fulfillment path: there is no shipping step. The buyer inspects the item in person and enters a 6-digit code from the seller to release the held funds. Because the buyer accepts the item by entering the code, the standard dispute flow 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 |
| Full release | Buyer accepts seller's no-refund proposal, or admin rules for seller | Funds released to seller |
| Partial refund | Buyer accepts seller's partial-refund proposal, or mutual admin agreement | Agreed amount refunded; remainder released to seller |
| Return + refund | Buyer accepts seller's return-required proposal | Buyer ships back; PSC refunds buyer after the seller confirms receipt |
PSC admin may:
PSC admin decisions are final.
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 a buyer claims non-receipt and tracking confirms delivery, PSC will rule in favor of the seller. Disputes over lost packages must be resolved with the shipping carrier directly — 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.