Seller Protection Policy
Safeguarding your sales on Double Holo
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Seller Protection Overview
Our Commitment to Sellers
Double Holo is committed to protecting sellers from fraud, scams, and false claims. We believe sellers are the foundation of our marketplace, and our policies reflect a seller-friendly approach to dispute resolution while maintaining fairness for all parties.
As a seller on Double Holo, you are protected when you follow our shipping and documentation requirements. Our seller protection program covers you against:
- False "Item Not Received" claims when tracking shows delivery
- False "Significantly Not as Described" claims when you have accurate photos/descriptions
- Buyer's remorse or "change of mind" return requests
- Payment chargebacks for unauthorized transactions (with proof of delivery)
- Fraudulent authenticity claims (when item is genuine and documented)
- Lost or damaged packages: you bear the loss and recover it only through insurance you bought, except envelope shipments, which Double Holo covers up to $50 (you bear transit loss, damage, and tampering, so insurance is required at $250+ and strongly recommended over $100 - see details below)
Key Protection Features: Mandatory tracking ($50+), required insurance ($250+), signature confirmation ($500+), seller-sided dispute resolution, 72-hour claim window, chargeback protection, and instant seller payouts for qualifying sales.
Eligible Sales for Protection
Seller Protection applies to all transactions that meet the following criteria:
✅ Protected Sales
- • Transaction completed through Double Holo payment system
- • Shipped to the address provided by Double Holo
- • Tracking number provided for orders $50+
- • Insurance bought through a Double Holo shipping label for orders $250+
- • Signature confirmation for orders $500+
- • Item shipped within 3 business days of payment
- • Accurate item description and photos in listing
- • 100% authentic items (no counterfeits, replicas, or proxies)
- • Item matches listing condition accurately
⚠️ Reduced Protection
- • Orders $50+ without tracking (not protected for lost/delivery claims)
- • Orders $250+ without insurance bought through a Double Holo shipping label (you bear any transit loss)
- • Orders $500+ without signature (not protected for high-value claims)
- • Shipped to address other than one provided by platform
- • Inaccurate or misleading item descriptions
- • Missing or poor-quality photos in listing
Mandatory Shipping Requirements
⚠️ Critical for Protection Coverage
Following these shipping requirements is MANDATORY to maintain full seller protection. Failing to meet these requirements will void your protection for related claims.
Orders Under $50
- ✓ Tracking: Optional (but included with envelope shipping)
- ✓ Signature: Not required
- ✓ Insurance: Not required
- ✓ Envelope Shipping: Available with automatic seller protection up to $50 (TCGTracking)
- ⚠️ Note: Without envelope shipping or tracking, you are NOT protected from "item not received" claims
Orders $50 - $249.99
- ✓ Tracking: REQUIRED
- ✓ Signature: Recommended but optional
- ✓ Insurance: Recommended but optional (strongly recommended on every order over $100)
- ✓ Protection: Valid tracking is required. Coverage for transit loss, damage, or tampering comes only from insurance you buy. Without insurance, you bear the loss.
Orders $250 - $499.99
- ✓ Tracking: REQUIRED
- ✓ Insurance: REQUIRED (item value, excluding tax and shipping, bought through a Double Holo shipping label)
- ✓ Signature: Not required
- ✓ Protection: Valid tracking and insurance are required. Coverage for transit loss, damage, or tampering comes from the insurance you bought.
Orders $500+
- ✓ Tracking: REQUIRED
- ✓ Signature Confirmation: REQUIRED
- ✓ Insurance: REQUIRED (item value, excluding tax and shipping, bought through a Double Holo shipping label)
- ✓ Payout Hold: 7 days (vs 4 days for under $500)
- ✓ Protection: Coverage for transit loss, damage, or tampering comes from the insurance you bought
🚨 Consequences of Non-Compliance
If you fail to meet mandatory shipping requirements:
- You will NOT be protected for lost package claims
- You will NOT be protected for delivery dispute claims
- Buyers may receive automatic refunds
- Repeat violations may result in account suspension
Critical: Shipping Insurance Protects YOU, Not Just the Buyer
If your package is lost, damaged, opened, or resealed in transit, or arrives with contents missing, you are responsible for the loss:
- • The buyer receives a full refund when they report the problem within 72 hours of delivery with photos of the packaging
- • The refund is deducted from your held payout, and any remaining balance is deducted from your future payouts
- • You recover the loss by filing a claim with the carrier or with the shipping insurer
- • Double Holo does not file, fund, or guarantee that claim and is not liable for the shipment
Insurance is REQUIRED on orders with $250 or more in items (excluding shipping and tax) and must be purchased through a Double Holo shipping label. It is STRONGLY RECOMMENDED on every order over $100. The small cost of insurance ($2-5 for most packages) protects you from losing hundreds or thousands of dollars if the carrier loses, damages, or opens your package. This rule is effective October 8, 2026.
What's Covered Under Seller Protection
1. False "Item Not Received" Claims
Protection: When tracking shows delivered to buyer's address, you are automatically protected. Buyer cannot claim non-delivery.
Requirements: Valid tracking showing delivery, shipped to address provided by platform, signature required for $500+.
2. False "Not as Described" Claims
Protection: When your listing accurately described the item with clear photos, you are protected from false condition claims.
Requirements: Accurate title, detailed description, multiple high-quality photos showing card front/back/edges, honest condition assessment.
3. Buyer's Remorse / Change of Mind
Protection: Buyers cannot return items simply because they changed their mind or no longer want the item.
Note: All sales are final unless item is materially different from listing or counterfeit.
4. Unauthorized Chargebacks
Protection: When you have proof of delivery (tracking + signature for $500+), we fight chargebacks on your behalf.
Coverage: We represent you to payment processors and may absorb chargeback fees when you followed all requirements.
5. Lost, Damaged, or Tampered Packages
Who is responsible: You are responsible for transit loss, damage, and tampering. If a package arrives damaged, opened, resealed, or with contents missing, the buyer receives a full refund when they report the problem within 72 hours of delivery and provide photos of the packaging: all sides of the box or mailer, the shipping label, the seams or tape, and the contents as received. The refund is deducted from your held payout, and any remaining balance is deducted from your future payouts.
Your protection varies by order value and shipping method:
Orders Under $50 with Envelope Shipping (TCGTracking)
- ✓ Covered up to $50 automatically when using Double Holo envelope shipping labels
- ✓ No additional insurance purchase required
- ✓ File claim through Double Holo support
Orders Under $50 with Tracked Shipping
- ⚠️ Coverage comes only from insurance you buy separately
- ⚠️ Without insurance, you bear full financial risk
Orders $50-$249.99
- ⚠️ Insurance is optional but strongly recommended on every order over $100
- ⚠️ Without insurance, you bear the loss: the buyer is refunded and you lose both the item and the payment
Orders $250-$499.99
- ✓ Insurance REQUIRED for the item value (excluding tax and shipping)
- ✓ Must be purchased through a Double Holo shipping label
- ✓ Signature confirmation not required
- ✓ Failure to insure voids seller protection and you bear the loss
Orders $500+
- ✓ Insurance AND signature confirmation REQUIRED
- ✓ Both must be purchased through a Double Holo shipping label, and insurance must cover the item value (excluding tax and shipping)
- ✓ Failure to insure or get a signature voids seller protection and you bear the loss
Process: You recover the loss by filing a claim with the carrier or with the shipping insurer. Double Holo does not file, fund, or guarantee that claim and is not liable for the shipment. Processing times depend on the carrier or insurer.
Buyer requirements: For a delivered package, buyers must report within 72 hours of delivery and include the packaging photos listed above. Claims without packaging photos, or filed after 72 hours, are denied. A package that never arrives is a lost-package claim instead, measured from the expected delivery date, and needs no photos. This rule is effective October 8, 2026.
Critical: If your package is lost, damaged, or tampered with in transit and you did not buy insurance (except envelope shipping under $50), you cannot recover the loss from Double Holo. The refund is deducted from your held payout, and any remaining balance is deducted from your future payouts, so you lose both the item and the payment.
6. False Authenticity Claims
Protection: When selling authentic items and buyer falsely claims counterfeit, you are protected with proof.
Requirements: Item must be 100% authentic, photos showing authentication features, honest description. False counterfeit claims result in buyer penalties.
7. Envelope Shipping Protection (Orders Under $50)
Protection: For orders under $50, you can use our tracked envelope shipping service powered by TCGTracking. When you purchase envelope shipping labels through Double Holo, you receive automatic seller protection up to $50 for lost or damaged packages at no additional insurance cost.
Coverage: Up to $50 per package (covers both the item and shipping costs)
Requirements:
- Must use Double Holo envelope shipping labels (provided by TCGTracking)
- Must include USPS tracking (included with envelope label)
- Must package cards appropriately (toploader + team bag recommended)
- Must ship within 3 business days
Process: If package is lost or damaged, contact Double Holo support to file a seller protection claim. Claims typically process within 7-14 days.
Important: This protection is exclusive to envelope shipping labels purchased through Double Holo. If you use your own stamps or third-party labels, you are NOT covered for lost/damaged packages unless you separately purchase insurance.
What's NOT Covered
❌ Seller Protection Does NOT Apply To:
Counterfeit Items
Selling counterfeit, replica, proxy, or fake items is strictly prohibited and results in immediate account suspension, no seller protection, and potential legal action.
Materially Inaccurate Listings
If your item description or photos were misleading, inaccurate, or omitted major defects, you are not protected from "not as described" claims.
Missing Shipping Requirements
Orders $50+ without tracking, $250+ without insurance, or $500+ without signature are NOT protected for delivery-related disputes.
Inadequate Packaging
Items that arrive damaged due to insufficient or improper packaging are not covered by seller protection. Examples include:
- Cards not protected in toploader or card saver
- Graded slabs without bubble wrap or padding
- Insufficient cushioning in bubble mailer or box
- Box too large with item shifting during transit
- Envelope packaging for high-value items
Sellers are responsible for ensuring items are packaged appropriately for safe transit. See our Shipping Policy for recommended packaging methods by item type.
Off-Platform Transactions
Any sale completed outside Double Holo's payment system is not covered by seller protection.
Incorrect Shipping Address
Items shipped to an address other than the one provided by Double Holo are not protected.
Late Shipments
Failing to ship within 3 business days may void protection and result in automatic refunds to buyers.
Lost, Damaged, or Tampered Packages Without Insurance
You are responsible for transit loss, damage, and tampering. If your package is lost, damaged, opened, resealed, or arrives with contents missing and you did NOT purchase shipping insurance, you are NOT protected. The refund is deducted from your held payout, and any remaining balance is deducted from your future payouts, so you bear the full financial loss. Any carrier or insurance claim is yours to file, and Double Holo is not involved in it. Insurance is required on orders with $250 or more in items (excluding shipping and tax) and strongly recommended on every order over $100.
Prohibited Items
Sales of prohibited items (stolen goods, illegal items, items violating intellectual property) have no protection.
How We Handle Buyer Claims
When a buyer opens a claim, Double Holo follows a seller-friendly review process:
Our Dispute Resolution Philosophy
Seller-First Approach: We give sellers the benefit of the doubt when they have followed all requirements. Buyers must provide clear evidence to support claims.
We recognize that sellers invest time, effort, and money into their listings. Our policies are designed to protect honest sellers from bad-faith buyers while maintaining fairness.
Claim Review Process
Buyer Opens Claim
Buyer submits claim within 72 hours of delivery with reason and evidence.
Seller Notification & Response Window
You have 72 hours to respond with your evidence and explanation. No response = auto-decision in buyer's favor.
Double Holo Review
Our team reviews both parties' evidence. Benefit of doubt goes to seller when documentation is complete.
Decision & Resolution
Decision made within 3-5 business days. If seller wins, funds released immediately. If buyer wins, return process initiated.
🎯 Decision Criteria (Seller-Favorable)
- ✓ Item Not Received: Tracking shows delivered = seller favored
- ✓ Not as Described: Photos match description = seller wins unless extreme discrepancy
- ✓ Condition Disputes: Slight condition disagreements favor seller's assessment
- ✓ Authenticity: Genuine item with photos = seller wins unless Double Holo's verification proves fake
- ✓ Buyer's Remorse: Seller wins 100% of time (not a valid claim reason)
Important Disclaimer: Discretionary Authority
This Seller Protection Policy provides general guidelines for how Double Holo handles disputes and claims. However, Double Holo's Claims Department reserves the right to rule in favor of a buyer at its sole discretion, regardless of the guidelines outlined in this policy.
Circumstances where we may rule in favor of buyers include, but are not limited to:
- • Evidence of seller misconduct, fraud, or deceptive practices
- • Pattern of buyer complaints or negative reviews against the seller
- • Seller acting in bad faith (e.g., deliberately misrepresenting items, manipulating photos)
- • Seller engaging in prohibited activities or violating platform terms
- • Clear evidence that seller's listing was materially misleading
- • Circumstances where buyer protection is warranted despite technical compliance
- • Cases involving high-value items where authenticity or condition is reasonably disputed
- • Any situation where Double Holo determines buyer protection is appropriate
This policy is designed to protect honest, reputable sellers. Sellers who accurately describe items, ship promptly, provide proper documentation, and act in good faith will receive the full benefit of our seller-favorable policies. However, this protection is not absolute and does not apply to sellers who engage in misconduct or violate the spirit of fair marketplace practices.
Chargeback Protection
Double Holo actively protects sellers from fraudulent chargebacks when you meet shipping requirements.
What is a Chargeback?
A chargeback occurs when a buyer disputes a charge with their credit card company, bypassing Double Holo's dispute resolution. This is different from a refund request and can result in fees and penalties.
How We Protect You
Automatic Chargeback Defense
We automatically submit your tracking, delivery proof, and listing evidence to credit card companies on your behalf.
Funds Hold Protection
For $500+ orders, 7-day payout hold ensures funds are available if chargeback occurs. We don't deduct from your account.
Chargeback Fee Absorption
When you meet all requirements and chargeback is ruled invalid, Double Holo absorbs the $15-25 chargeback fee (not charged to you).
Buyer Penalties
Buyers who file fraudulent chargebacks are banned from platform and may face legal action.
⚠️ Requirements for Chargeback Protection
- ✓ Valid tracking showing delivery to correct address
- ✓ Signature confirmation for orders $500+ (required by Visa/Mastercard for high-value dispute defense)
- ✓ Accurate listing description and photos
- ✓ Item shipped within 3 business days
- ✓ Shipped to address provided by Double Holo
Note: Credit card companies heavily weigh delivery proof. Signature + tracking provides strongest defense.
Documentation Best Practices
Proper documentation is your strongest defense in disputes. Follow these best practices:
📸 Photos Requirements
Minimum Required: Front, back, and close-up of card edges/corners
Recommended:
- Use natural lighting or photography light box
- Show any flaws, scratches, whitening, or defects clearly
- Include card in sleeve/toploader to show packaging quality
- For graded cards: Show full slab including label and cert number
- Take photos before shipping as "condition proof"
📦 Packaging Documentation
Photo evidence of packaging:
- Take photo of card in sleeve + toploader before sealing
- Take photo of packaged item before shipping
- Keep photos for 60 days after sale
- Consider video of packaging process for high-value items ($500+)
🚚 Shipping Documentation
Maintain shipping records:
- Save tracking numbers and carrier receipts
- Screenshot delivery confirmation showing date/time/location
- For signature required: Save signature proof from carrier
- Keep insurance certificates for insured shipments
- Retain all documentation for 90 days after delivery
💡 Pro Tip: Better documentation = faster dispute resolution in your favor. Sellers with excellent documentation have a 95%+ win rate in disputes.
Protection Timeline
Payment Received
Funds held in escrow. You have 3 business days to ship.
Item Shipped
Upload tracking number. Protection begins once tracking is valid.
Payout (Orders Under $500)
Funds released 4 days after delivery for orders under $500 (3 days for Expedited and Gold Seller tiers).
Payout (Orders $500+) & Claim Deadline
Funds released 7 days after delivery for $500+ orders (3 days for Expedited and Gold Seller tiers). Buyers must open claims within 72 hours of delivery.
Chargeback Window
Credit card chargebacks can occur up to 60 days (some cards up to 120 days). Keep documentation through this period.
Full Protection Expiration
After 90 days, seller protection expires. You can delete shipping/packaging documentation.
Fast Payout Eligibility: Sellers with excellent track records (no disputes, perfect shipping compliance, 4.9+ rating) may qualify for instant payouts with no hold period. Contact support to learn more.
Seller Best Practices
Follow these best practices to maximize your seller protection and minimize disputes:
✅ Always Do
- ✓ Use tracking for all orders $50+
- ✓ Add insurance for $250+ and signature for $500+
- ✓ Take detailed photos before shipping
- ✓ Describe condition honestly
- ✓ Package items securely
- ✓ Ship within 3 business days
- ✓ Respond to claims within 72 hours
- ✓ Keep documentation for 90 days
- ✓ Use Double Holo messaging for communication
- ✓ Print shipping labels through platform (recommended)
❌ Never Do
- ✗ Skip tracking on orders $50+
- ✗ Skip insurance on $250+ or signature on $500+
- ✗ Use misleading photos or descriptions
- ✗ Sell counterfeit or replica items
- ✗ Ship to unverified addresses
- ✗ Delay shipping beyond 3 days
- ✗ Ignore buyer messages or claims
- ✗ Complete sales off-platform
- ✗ Provide fake tracking numbers
- ✗ Delete photos/documentation too early
🎯 Pro Seller Tips
1. Over-Communicate: Send buyers tracking number immediately after shipping with estimated delivery date.
2. Over-Package: Use card sleeve + toploader + team bag + bubble mailer for all cards. Buyers appreciate extra protection.
3. Over-Document: When in doubt, take more photos. It's your best evidence in disputes.
4. Build Reputation: Excellent sellers with no disputes get instant payouts and preferential treatment.
5. Insurance for Peace of Mind: Insurance is required at $250+ and strongly recommended on every order over $100. Small cost, huge protection.
Questions About Seller Protection?
Our support team is here to help. Contact us at [email protected] with any questions about seller protection policies.
Related Policies: Buyer Protection • Terms of Service