Purchase Protection Policy

1. Definitions

• "On-platform transaction" — A purchase where payment was made through RPG Market's checkout, and a corresponding order record exists on the platform.
• "Off-platform transaction" — Any exchange of funds arranged between users that occurs outside of RPG Market checkout, regardless of how the parties connected.
• "Purchase Protection" — The support services, dispute assistance, and enforcement actions described in this policy, available exclusively for on-platform transactions.
• "Seller" — The RPG Market account listing and selling an item through the platform.
• "Buyer" — The RPG Market account purchasing an item through the platform.

2. Eligibility Requirements

To be eligible for Purchase Protection, the following conditions must be met:

• The transaction must have been completed through RPG Market's checkout system.
• The buyer must have an active RPG Market account in good standing.
• The dispute or issue must be reported to RPG Market support within 30 days of the estimated delivery date.
• The buyer must provide reasonable evidence supporting the claim (photos, messages, tracking information, receipts).
• The buyer must have made a genuine attempt to resolve the issue with the seller before escalating to RPG Market.

3. What RPG Market Will Do

For eligible on-platform transactions, RPG Market will:

Dispute Assistance:

• Receive and review the buyer's dispute claim and supporting evidence.
• Request a response and supporting evidence from the seller.
• Facilitate communication between buyer and seller toward resolution.
• Provide a written summary of findings and a recommended resolution.

Enforcement Actions:

• Issue formal warnings to sellers who violate platform policies.
• Place temporary holds or restrictions on seller accounts under active dispute review.
• Suspend or permanently ban sellers who engage in fraudulent, deceptive, or repeated non-compliant behavior.

Payment Dispute Guidance:

• Advise buyers on how to file a dispute with their payment provider (e.g., PayPal, credit card issuer).
• Provide documentation of the transaction to support a payment provider dispute upon request.

4. Limitations — What RPG Market Cannot Do

Important: RPG Market is a marketplace platform, not a payment processor, retailer, or escrow service. Our ability to intervene in transactions is limited.

• Cannot process refunds — We do not hold, receive, or disburse transaction funds.
• Cannot force a seller to issue a refund — Refund decisions rest with the seller and/or the payment provider.
• Cannot guarantee a refund outcome — Even with strong evidence in a buyer's favor, RPG Market cannot guarantee recovery of funds.
• Cannot take legal action on a buyer's behalf — RPG Market cannot represent buyers in legal proceedings or contact law enforcement on behalf of buyers.
• Cannot recover funds from sellers — Once a payment clears to a seller, RPG Market has no mechanism to retrieve or reverse it.
• Cannot intervene in off-platform transactions — No protections apply to transactions that occurred outside RPG Market checkout.

5. Covered Claims

Purchase Protection applies to the following claim types for eligible transactions:

Item Not Received (INR):

The buyer never received the item and the seller cannot provide valid proof of delivery.

Item Not as Described (INAD):

The item received is materially different from the listing — including undisclosed damage, incorrect edition, missing components, or significantly misrepresented condition.

Seller Non-Response:

The seller fails to respond to buyer communication within 5 business days after a documented contact attempt, and the transaction is unresolved.

Suspected Fraud:

Evidence suggests the seller acted deceptively — including misrepresentation of item identity, falsified shipping records, or other fraudulent conduct.

6. Excluded Claims

The following are not covered by Purchase Protection:

• Buyer's remorse — change of mind after a completed purchase.
• Off-platform transactions, regardless of how the parties connected.
• Disputes filed more than 30 days after estimated delivery.
• Transactions involving prohibited items under RPG Market's Prohibited Conduct Policy.
• Disputes where the buyer has already received a full refund from the seller or payment provider.
• Disputes arising from the buyer providing an incorrect shipping address.
• Damage caused after confirmed delivery (absent seller misrepresentation).
• Price disagreements — the buyer agreed to the listed price at time of purchase.

7. How to File a Dispute

Step 1 — Contact the Seller:

Before filing a dispute with RPG Market, buyers must make a good-faith effort to resolve the issue directly with the seller. Use the messaging system on your order page and allow at least 48 hours for a response.

Step 2 — File with Your Payment Provider:

If the seller is unresponsive or unwilling to resolve the issue, file a dispute with your card issuer. Card-network protection is often the most direct path to a refund.

Step 3 — Contact RPG Market Support:

Submit a support request at rpgmarket.com/support with the following information:

• Order ID or listing link
• Description of the issue
• Evidence: photos, tracking information, screenshots of seller communication
• What resolution you're seeking

Response Time: RPG Market support typically responds within 2–3 business days. Complex disputes may take longer to investigate.

8. Dispute Review Process

When a dispute is submitted to RPG Market:

1. Acknowledgment — We confirm receipt and assign a case number within 1 business day.
2. Seller Notification — We notify the seller and request their response and evidence within 5 business days.
3. Review — We review evidence from both parties impartially.
4. Finding — We provide a written finding and recommended resolution to both parties.
5. Enforcement — Where the seller is found in violation of platform policies, appropriate enforcement actions (warning, suspension, ban) are taken.

RPG Market's determination is final with respect to platform-level enforcement. It does not constitute a binding legal determination regarding the transaction.

9. Payment Provider Protection

RPG Market processes all on-platform payments through Stripe. This provides buyers with an independent layer of protection:

• Card-network dispute rights cover eligible purchases against non-delivery and item not as described.
• Dispute windows set by your card network (typically up to 120 days from the transaction date).
• Your card issuer can reverse a charge directly, independent of seller cooperation.

Do NOT use Venmo, Cash App, Zelle, or direct bank transfers for purchases. These payment methods provide no buyer protection and RPG Market cannot assist with disputes involving them.

10. Seller Obligations Under This Policy

Sellers on RPG Market agree to:

• Accurately describe items, including all defects and condition issues.
• Ship items within the stated handling time using a trackable shipping method.
• Respond to buyer inquiries within 2 business days.
• Cooperate with RPG Market dispute investigations.
• Honor their stated return and refund policies.

Failure to comply with these obligations may result in enforcement action including listing removal, account restrictions, suspension, or permanent ban.

11. Summary — Key Takeaways