Guspora Protection

Which orders are covered

• Online orders on the Guspora Collect marketplace from sellers who show the "Protected by Guspora" badge. The badge appears on the listing and at checkout only when the seller is enrolled: their payouts are held by Guspora and they ship with tracked Guspora labels.
• In-store purchases at a shop's counter or register are not covered; the shop's own policy applies.
• Sealed mystery packs are final sale. They are covered if they never arrive, not for their contents.

For buyers

• Your payment is held until 3 days after the carrier confirms delivery, or until you tap "I received it," whichever is first. Then the seller is paid.
• Open a claim from your order in the Resolution Center while the payment is still held. Once the seller has been paid, a claim can no longer be opened.
• You can claim for an item that never arrived, or for an item that is not as described: the wrong card, the wrong parallel, damage the listing did not show, or a counterfeit or altered card.
• For an item that is not as described, add at least one photo of what you received. Photos are compared with the photos the seller listed.
• The seller has a chance to respond. If you do not agree, ask Guspora to review. Guspora decides: a full refund, a partial refund, a refund after you return the item, or no refund.
• Refunds go back to your card (and any Guspora store credit you used goes back as store credit). They are paid from the held payment, not by a charge to anyone else.
• If Guspora asks for a return, ship it back with tracking within the time shown. The refund is issued once the seller confirms the returned item is the one they sent.

For sellers

• Every protected order ships with a tracked Guspora label. Parcels worth $250 or more ship with signature confirmation, and the buyer pays for it in the shipping price.
• The listing is your evidence. When you publish, Guspora keeps a record of the title, condition, defects, price, and your photos exactly as buyers saw them. Your own photos protect you best; a listing that only shows a stock image has less to compare against.
• If tracking shows the parcel was delivered to the buyer's address (with a signature when one was required), an "item not received" claim is not refunded from your payout unless there is evidence it did not reach the buyer, such as the carrier confirming a misdelivery.
• A returned item must match your listing before the buyer is refunded. For items worth $250 or more, you add a photo of what came back and, when you recorded one, check the serial or certificate number. If it does not match, Guspora reviews it before any refund.
• If a buyer disputes the charge with their bank, Guspora links the dispute to the order and sends the tracking, delivery confirmation, your listing record, and the claim messages to Stripe as evidence.
• A protected refund comes out of the payment held for that order, and Guspora returns its fee on the refunded amount. Stripe does not return its card processing fee on refunds, so a full refund can cost you that fee, as any refund would.
• Card disputes are decided by the card network, not by Guspora.

Trust signals

• Seller ratings come only from buyers of completed orders, one rating per order.
• "Verified seller" means Stripe has verified the seller's identity and payout account.

What Guspora Protection is not

• It is not insurance and it does not cover loss after delivery, buyer's remorse, or price changes.
• It does not replace your card issuer's rights. You can still dispute a charge with your bank.

Something went wrong with an order?

Open the Resolution Center, choose the order, and tell us what happened. Both you and the seller are told at every step.