How we handle disputes
Tokyofishmarket is the middleman. You don't negotiate with the other party. You don't send messages back and forth trying to resolve it. You file a claim, provide evidence, and we handle everything. At launch, we err on the side of the buyer — because buyer trust is what makes a marketplace work.
The 48-hour claim window
After your package is marked as delivered, you have exactly 48 hours to inspect the item and report any issues. If no claim is filed within this window, the payment automatically releases to the seller and the transaction is final. This protects sellers from indefinite holds while giving buyers enough time to verify their purchase.
How to file a claim
- Go to your order page and click Report an Issue
- Select the reason: item not as described, damaged, wrong item, counterfeit, missing accessories
- Upload photo or video evidence showing the problem
- Add a written description of what's wrong
- Submit — that's it. We take it from here
Valid claim reasons
- Item significantly not as described — condition, size, color, edition doesn't match the listing
- Damaged in transit — item arrived broken or damaged during shipping
- Wrong item sent — you received a completely different product
- Counterfeit — the item is a bootleg, replica, or fake
- Missing accessories — parts, stands, face plates, or extras listed as included are missing
- Item never arrived — tracking shows delivered but you didn't receive it
What's not covered
- Buyer's remorse — you changed your mind about the purchase
- Minor condition differences within the same grade tier
- Packaging wear that was disclosed in the listing
- Items purchased outside the platform (DMs, external links)
- Claims filed after the 48-hour window
How we resolve claims
Once you submit a claim, our team reviews the evidence. We compare your photos against the original listing photos and description. We may contact the seller for additional information.
- Review timeline: 1-5 business days depending on complexity
- If the claim is valid: full refund to your original payment method
- If the issue is seller-attributable: seller absorbs the loss
- If the issue is transit damage: Tokyofishmarket may cover depending on circumstances
- If the claim is not valid: we explain why and close the case
- You cannot file a claim AND a payment provider chargeback simultaneously
For sellers: what happens on your end
If a buyer files a claim against your listing, you'll be notified with the details and evidence. You may be asked to provide additional information (original packaging photos, shipping receipts). If the claim is found to be your fault — wrong item, undisclosed damage, counterfeit — you absorb the refund cost. Repeated seller-attributable incidents within a 90-day window affect your reputation score and may trigger account review.
Fault attribution
- Seller fault — wrong item, undisclosed defects, counterfeit, missing accessories. Seller absorbs the cost
- Transit damage — damage that occurred during shipping. Depends on shipping method and insurance. TFM may cover
- Platform fault — error on our end (wrong routing, system issues). We cover it
- Buyer fault — false claim, staged damage, attempted fraud. Claim denied, potential account action