Dispute Resolution
This policy explains the steps for resolving disagreements about transactions on BoxNear and how card chargebacks are handled.
1. Step 1 — Talk it out
Most issues (wrong quantity, condition, missed window) are best resolved at pickup or through the in-app message thread. Please try this first.
2. Step 2 — Open a support ticket
If direct resolution fails, either party may open a support ticket in-app or by emailing support@boxnear.com. Include the reservation ID and a short description of the issue. BoxNear support may issue a refund, adjust records, or take moderation action.
3. Step 3 — Stripe chargeback
Buyers may also dispute a charge with their card issuer. When Stripe notifies BoxNear of a dispute, the affected reservation is placed on a payout hold and its status is set to disputed. BoxNear records a fraud signal against the seller for administrative review; this does not itself imply fault.
4. Evidence
Sellers should retain any evidence relevant to a dispute — pickup logs, photos, messages — and provide it through Stripe's Express dashboard or by attaching it to the BoxNear support ticket.
5. Outcomes
- If the dispute is decided in the buyer's favor by the card issuer, Stripe debits the disputed amount and BoxNear reverses the transfer accordingly.
- If the dispute is decided in the seller's favor, funds are released back to the seller's Stripe balance per Stripe's process.
6. Repeated issues
Stores with repeated disputes or cancellations may lose trust tier status, have paid listings paused, or be removed from the platform. See Suspension & Termination.
7. Governing law and venue
Legal claims arising out of or relating to your use of BoxNear are governed by the laws of New Jersey and must be brought in the courts located in Essex County, New Jersey. See the Terms of Service.