Disputes Process
Last updated April 2026
How we resolve issues between buyers and sellers on Fetch TCG — from mediation through to refunds, payouts, and evidence.
Summary
Mediate first: Buyers and sellers should try to resolve issues directly via messaging before contacting us.
72-hour rule: If unresolved after 72 hours, contact hello@fetchtcg.com.
Fetch Wallet: For card payments, buyer funds flow through the Fetch Wallet until an order ships and is received, so we can facilitate refunds or release payouts based on the outcome of a dispute.
Evidence matters: Sellers who follow our Seller Guard process have the strongest evidence trail. Buyers should provide photos and messaging history wherever relevant.
Before Opening a Dispute
For any issues regarding the condition, authenticity, or delivery of a card, buyers and sellers are requested to mediate the issue amongst themselves first. Use our in-app messaging system to discuss the problem and attempt a resolution.
Many disputes are resolved when both parties communicate clearly and in good faith. Give the other party a reasonable opportunity to respond — we recommend at least 72 hours before escalating.
If the issue is about grading (for example, the card arrived looking more played than described), our conditions policy sets out the grading scale we use to assess these cases.
Opening a Dispute
If you cannot reach a resolution, contact our support team at hello@fetchtcg.com. Please include:
- Your order number or listing ID
- A clear description of the issue
- Photos (e.g. of the item as received, if condition is in question)
- Relevant messaging history with the other party
- Tracking details and any Seller Guard photos (sellers) — pre-packing, packed, and label shots
Resolution Steps
We investigate disputes on a case-by-case basis to ensure fairness for both parties. For card payments, buyer funds flow through the Fetch Wallet until an order is marked sent and the buyer confirms receipt, which means we can facilitate refunds or release payouts based on the outcome of an investigation.
We will review the listing description, photos, messaging history, tracking, and any evidence provided. Sellers who have followed our Seller Guard process (pre-packing photos, packed photos, label and tracking photos) will have the strongest evidence trail. If an item is not as described, faulty, or damaged in transit, we may release funds to the buyer (refund) or to the seller (payout) based on the circumstances. Our decision in dispute resolution is final.
By using our marketplace, buyers and sellers agree to these terms.
Bank Transfer Orders
For orders paid by bank transfer, money has already moved directly between the buyer and the seller and is not held by Fetch. We can still help mediate and provide guidance, but we are unable to force a refund or reverse a payment.
If you want the added protection of Fetch being able to step in, we recommend using card payments — funds flow through the Fetch Wallet and only release to the seller after the order ships and is received.
Frequently Asked Questions
What should I do before opening a dispute?
Try to resolve the issue directly with the other party first. Use our in-app messaging system to discuss the problem — many issues are resolved through clear communication. Give the buyer or seller a reasonable opportunity to respond (we recommend at least 72 hours).
When can I contact Fetch about a dispute?
If you cannot reach a resolution within 72 hours, contact us at hello@fetchtcg.com with your order details, photos (if applicable), and a summary of the issue. For card payments, funds flow through the Fetch Wallet until the order is marked sent and the buyer confirms receipt, so we can facilitate refunds when appropriate.
How does Fetch resolve disputes?
We review each dispute on a case-by-case basis. We consider the listing description, photos, messaging history, tracking, and any evidence provided (including Seller Guard documentation). When an item is not as described, faulty, damaged in transit, or does not arrive, we may release funds to the buyer (refund) or seller (payout) based on the circumstances. Our decision is final.
What about bank transfer orders?
For orders paid by bank transfer, money has already moved directly between parties and is not held by Fetch. We can help mediate and provide guidance, but we are unable to force a refund or reverse a payment. Card payments processed through the Fetch Wallet offer stronger protection for exactly this reason.
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