Effective date: August 25, 2026
Every order on MagpieDen is protected. How much protection depends on whether the listing earned the Buyer Shield badge — a badge the seller earns in the app, not a checkbox they tick:
Your order page always shows your claim deadline. It is fixed at purchase and never changes afterward.
Under either tier, you are refunded in full — item, shipping, and tax — when:
The window for the first four is 30 days from delivery on every order. Never-arrived claims can be opened once the expected delivery date shown on your order page has passed, and stay open until 30 days after that date — including on orders that closed automatically with no delivery confirmation, where an upheld claim is funded by pulling the released payment back from the seller. On badged orders, we also cover your return-shipping cost when the seller is at fault. The listing's own photos, video, condition, and box grade are the yardstick — what was shown to you is what you agreed to buy. "No returns" on a listing never limits this coverage; it only means the seller doesn't take change-of-mind returns (see below).
Open it from the order page: pick what went wrong and record a short video (or at least one photo) of the item as it arrived — packaging included for shipping-damage claims. Evidence is required except for never-arrived claims. A moderator reviews it, usually within 48 hours. Your payment is held (or clawed back) while the claim is open, so filing a claim is always faster and safer than a chargeback. On upheld claims where the item comes back, we issue a prepaid return label and your refund lands automatically once it is delivered back and the seller's 48-hour inspection passes.
We determine who is at fault. Our decision compares your evidence against the listing's own photos, video, condition, and box grade: a flaw the seller showed is "as described" (not covered); a hidden flaw, wrong grade, wrong item, shipping damage from inadequate packaging, or a counterfeit is the seller's fault (covered). Our fault determination and claim decisions are final. Repeated at-fault findings count against the seller's account (demotion and suspension thresholds are enforced automatically).
Separate from Shield coverage, each seller sets a change-of-mind return policy on each listing — one for US buyers and one for international buyers (for example: US returns accepted for 30 days with the seller paying return shipping, international returns accepted for 14 days with the buyer paying). Which policy applies to your order is determined by your ship-to country at checkout and is shown on the listing and order pages.
Within the policy's window, a return request works like this:
Change-of-mind returns resolve themselves on carrier delivery confirmation — unlike Shield claims, no one is "at fault," and the seller's policy terms (window, shipping, restocking) govern. A seller report about the returned item pauses the automatic refund and goes to a moderator, who decides it against the return tracking and both sides' evidence. A buyer who returns something other than what was shipped forfeits the refund. A seller who sets "no returns" simply doesn't accept change-of-mind returns on that listing.
By selling on MagpieDen, sellers authorize us to protect buyers under Buyer Shield. When we determine a seller is at fault (wrong item, misgraded condition, hidden flaw, counterfeit, or item damaged in shipping because of inadequate packaging), sellers authorize us to:
This applies even after the seller's payout has been paid out. Shipping damage is the seller's responsibility to package against; carrier insurance and damage claims are the seller's to pursue, and the buyer is refunded first. Sellers who repeatedly ship items that are wrong, damaged, or misgraded, or who don't cooperate with claim resolution, may be suspended. This authorization exists so we can stand behind every order; it is exercised only on at-fault findings and return-policy refunds (including the automatic refund after a returned item's delivery-back inspection window), with the decision recorded on the dispute record.
Beyond claims. The same balance-debit authorization covers three automatic protections, applied without a claim and only to money the seller actually received or caused: (1) shipping true-ups — when a label purchased through us costs less than the shipping a buyer paid, the buyer is refunded the difference and the seller's credit is reduced to match; (2) carrier reweigh adjustments — when a carrier re-prices a label upward after reweighing the real parcel, the adjustment is charged to the seller's balance (disputable through support within 30 days); and (3) missed ship-by deadlines — an unshipped paid order auto-cancels at its deadline with a full buyer refund and a late-ship strike (two strikes: warning; three: selling disabled). Buyers never pay more than their quoted shipping, and sellers never keep money a buyer paid that the real cost didn't justify.
Buyers must use the claim process on the order page rather than filing a payment chargeback; claims are resolved in days and pay back to the original payment method. Filing a chargeback while a claim is open or after it has been resolved against a covered issue may result in account action, and evidence from the claim record is provided to the card network.
Buyer Shield is not a certification of authenticity. Our AI photo verification is a screening aid, not an appraisal — but if an item is determined to be counterfeit, that sale is refunded under this policy. Questions? [email protected].
Part of our Terms of Service.
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