Understanding Escrow Protection

What is Escrow?

Escrow is a financial arrangement where digiMall acts as a trusted third party, holding your payment securely until you receive and approve your order. This protects both buyers and sellers in online transactions.

Key Benefits

• Payment Security: Your money is safe until delivery is confirmed
• Fraud Prevention: Protects against scams and non-delivery
• Quality Assurance: Time to inspect items before releasing payment
• Dispute Resolution: Fair mediation if issues arise
• Seller Confidence: Vendors know payment is guaranteed upon delivery

How Escrow Works on digiMall

The Escrow Process

1. 1

   You Place an Order

   Select products and complete checkout. Choose escrow protection during payment.

2. 2

   Payment Held in Escrow

   digiMall securely holds your payment. Seller sees order but can't access funds yet.

3. 3

   Seller Ships Order

   Vendor processes and ships your order. You receive tracking information.

4. 4

   You Receive & Inspect

   Order arrives. You have time to inspect and ensure everything is correct.

5. 5

   Release or Dispute

   Confirm receipt to release payment to seller, or open a dispute if there are issues.

Escrow Timeline

Payment Release Conditions

Manual Release

You can manually release payment when:

• Order is delivered and meets expectations
• All items are accounted for and in good condition
• You're satisfied with the purchase

Automatic Release

Payment automatically releases after 7 days if:

• Delivery is confirmed by courier
• No dispute has been opened
• No action taken by buyer

Dispute Resolution Process

Valid Reasons for Disputes

• Item not received despite showing delivered
• Wrong item sent
• Item significantly different from description
• Item damaged or defective
• Missing items from order
• Counterfeit or fake products

How to Open a Dispute

1. Go to "My Orders" in your account
2. Find the order and click "Report Issue"
3. Select the problem type
4. Provide detailed description and evidence (photos, videos)
5. Submit dispute for review

Dispute Resolution Steps

1. Initial Review (24 hours): Our team reviews your dispute
2. Seller Response (48 hours): Vendor provides their side
3. Mediation (3-5 days): We work with both parties for resolution
4. Final Decision: Based on evidence and our policies
5. Action Taken: Refund, replacement, or payment release

Buyer Protection Benefits

What's Covered

• Full Purchase Price: Including taxes and fees
• Shipping Costs: Original delivery charges
• Return Shipping: For approved returns

What's Not Covered

• Change of mind after inspection period
• Damage caused by buyer
• Items marked "Final Sale" or "No Returns"

Frequently Asked Questions

Is escrow protection mandatory?

Escrow is automatically applied to all orders above ₦5,000. For smaller orders, it's optional but recommended.

Does escrow cost extra?

No, escrow protection is free for buyers. It's included in our standard service.

Can I cancel an escrow-protected order?

Yes, you can cancel before the seller ships. After shipping, you'll need to wait for delivery and then request a return.

What if the seller doesn't ship?

If the seller doesn't ship within the promised timeframe, the order is automatically cancelled and you receive a full refund.

Can I partially release payment?

Yes, if part of your order is satisfactory but some items have issues, you can request a partial refund through the dispute process.

Need More Help?

If you have questions about a specific escrow transaction or need assistance with a dispute:

• Contact our support team via Live Chat
• Email: escrow@digimall.ng
• Phone: +234 813 733 9579 (Mon-Fri, 9 AM - 6 PM WAT)