When a claim is raised, escrow keeps the funds safe while both sides present their side. Here are the possible outcomes.
Possible resolutions
| Outcome | When it happens | Result |
|---|---|---|
| Full refund | Item never delivered, wrong item, or broken beyond use | Buyer receives the full order value back |
| Return & refund | Buyer changes mind after delivery within the window (seller consent needed sometimes) or item is unsuitable | Buyer returns the item; refund issued after return |
| Partial refund | Item delivered but with minor damage or a missing accessory | Buyer keeps the item, seller is paid the remainder |
| Replacement | Seller agrees to resend a damaged/wrong item | Replacement ships, escrow holds until the new item is delivered |
| Claim rejected | Evidence shows the order was correct and properly delivered | Funds release to the seller |
How a refund is processed
Claim approved.
Escrow refunds the order value to your original payment method.
Card refunds reach your bank in 3–10 business days.
Credit refunds are instant.
Partial refunds explained
A partial refund means you keep the item and pay a fair portion. Example: a laptop arrives with a scratch. You keep the laptop, the buyer is refunded ₦5,000, and the seller receives the balance.
Time limits
- Claims can only be raised within 24 hours of delivery confirmation - the protection window on your order. Escrow auto-releases to the seller if no dispute is raised in that window.
- Both sides typically have a few days to respond before Seli decides.
- Appeals are possible within 7 days of a decision.
Disputes and chargebacks
If you paid by card and your bank reverses the charge (a chargeback), we investigate using the order records. Chargebacks on legitimate, delivered orders can lead to account restrictions.
Don't donate, resell or dispose of an item under an approved return. You'll be asked to return it before the refund completes.