Seller Protection Policy

Seller Protection Policy

Effective Date: July 3, 2026

Sell with Confidence

EscrowAfrica is committed to creating a fair marketplace where honest sellers can do business with confidence. Our Seller Protection Policy is designed to help protect sellers from fraudulent buyers, unauthorized payment activity, and unfair disputes while ensuring buyers receive the goods and services they were promised. Seller Protection applies only to eligible transactions completed entirely through the EscrowAfrica platform.

How Seller Protection Works

When a Buyer funds an escrow transaction, EscrowAfrica securely holds the payment until the agreed transaction conditions have been met. This means Sellers can begin fulfilling their obligations knowing that:

• The Buyer has committed the agreed funds.
• Funds are securely held by EscrowAfrica.
• Payments are not released until the transaction reaches its agreed outcome.
• EscrowAfrica will investigate disputes fairly and impartially.

What Seller Protection Covers

Eligible Sellers may be protected in the following situations.

Verified Buyer Funding

Before a Seller is expected to deliver goods or begin providing services, EscrowAfrica confirms that the transaction has been successfully funded, subject to any required verification or compliance checks. Sellers should only proceed after receiving confirmation through the EscrowAfrica platform that funds have been secured.

Fraudulent Buyer Activity

EscrowAfrica may protect Sellers where a Buyer:

• Uses stolen payment credentials.
• Creates fraudulent accounts.
• Attempts to deceive the Platform.
• Provides false information during a dispute.
• Engages in abusive or dishonest conduct.

Where fraudulent activity is confirmed, EscrowAfrica may suspend the Buyer’s account and take any other action permitted under our Terms or required by law.

Unfair Disputes

If a Buyer raises a dispute after the Seller has fulfilled the agreed transaction terms, EscrowAfrica will review all available evidence before making a decision. Sellers will have the opportunity to submit supporting information, including:

• Shipping records.
• Delivery confirmations.
• Signed acceptance documents.
• Screenshots.
• Photographs.
• Videos.
• Contracts.
• Communication history.
• Service completion evidence.
• Any other relevant documentation.

EscrowAfrica will assess the evidence from both parties before determining the outcome.

Completed Services

For service-based transactions, Sellers are encouraged to maintain clear records demonstrating completion of the agreed work. Evidence may include:

• Project deliverables.
• Reports.
• Source files.
• Client approvals.
• Emails.
• Platform messages.
• Meeting records.
• Milestone confirmations.

Providing complete documentation helps facilitate a fair dispute resolution process.

What Seller Protection Does Not Cover

Seller Protection does not apply where the Seller:

• Delivers goods materially different from the agreed description.
• Knowingly sells counterfeit or prohibited goods.
• Fails to deliver the agreed goods or services.
• Provides misleading or false information.
• Conducts transactions outside the EscrowAfrica platform.
• Violates applicable laws or regulations.
• Breaches the Terms of Service.
• Attempts to manipulate the dispute process.

Seller Responsibilities

To remain eligible for Seller Protection, Sellers should:

• Accurately describe goods and services.
• Deliver within the agreed timeframe.
• Maintain proof of delivery or completion.
• Communicate honestly with Buyers.
• Respond promptly to requests from EscrowAfrica.
• Cooperate during investigations.
• Comply with applicable laws and platform policies.

Payment Release

Funds will generally be released to the Seller when:

• The Buyer confirms satisfaction.
• The inspection period expires without a dispute.
• A dispute is resolved in the Seller's favour.
• Both parties jointly authorise the release of funds.
• Release is required by law.

EscrowAfrica may delay payment where additional verification or regulatory review is necessary.

Handling Disputes

If a dispute is opened, Sellers should:

• Respond promptly.
• Submit all requested evidence.
• Maintain professional communication.
• Avoid contacting Buyers in a threatening or abusive manner.
• Continue cooperating until the investigation is complete.

Failure to participate in the dispute process may affect the outcome.

Protection Against Chargebacks

Where a Buyer attempts an unauthorised chargeback or payment reversal, EscrowAfrica may:

• Temporarily suspend the transaction.
• Conduct an investigation.
• Work with payment partners to contest fraudulent chargebacks where appropriate.
• Suspend accounts involved in abusive chargeback activity.

While EscrowAfrica works to reduce the risk of chargebacks, outcomes may also depend on the rules of banks, card networks, and payment providers.

Fair and Neutral Decision-Making

EscrowAfrica is an independent escrow provider. We do not automatically favour Buyers or Sellers. Every dispute is reviewed on its own facts using the available evidence, applicable policies, and relevant legal obligations. Our goal is to deliver decisions that are fair, transparent, and consistent.

Best Practices for Sellers

To reduce the likelihood of disputes, we recommend that Sellers:

• Clearly describe goods and services.
• Use quality photographs where applicable.
• Keep copies of invoices and receipts.
• Ship using reliable carriers with tracking.
• Document service milestones.
• Keep communications within the EscrowAfrica platform whenever possible.
• Retain transaction records until the transaction has been fully completed.

Our Commitment

EscrowAfrica is committed to supporting honest businesses, entrepreneurs, freelancers, and merchants across Africa. By providing secure payment protection, transparent dispute resolution, and fair treatment for all parties, we aim to create a marketplace where Sellers can grow their businesses with confidence and Buyers can transact with peace of mind.