Customer Cancellations, Returns & Escrow Dispute Mechanics
Last updated: June 24, 2026
Filing deadline: A customer must formally initiate an application for a return, refund, or exchange within seven (7) calendar days from the verified timestamp of order delivery.
Escrow pause mechanics: If a buyer discovers a valid issue, they must raise it immediately within this 7-day window. Filing an official request instantly pauses and freezes the transaction funds inside the platform's escrow account, preventing automated payout to the brand and allowing the FindersEdge team to investigate the claim.
A consumer may apply for a return or refund strictly under the following verified conditions:
Pristine state: To qualify for an approved return or exchange, items must strictly comply with physical benchmarks. The item must remain in the identical condition in which it was unboxed — completely unworn, unwashed, unaltered, and entirely free of soil, stains, or fragrances.
Tagging compliance: Original product tags, brand labels, designer packaging boxes, and complimentary dust bags must remain intact and securely attached.
Hygiene exclusions: For health and sanitary compliance, innerwear, swimwear, undergarments, and opened cosmetic products are strictly non-returnable and non-exchangeable if fitted or unsealed.
Conditional change of mind: Return requests arising from a consumer's change of mind or personal choice are permissible on the platform, subject strictly to the explicit approval of the Brand. If approved by the Brand, the transaction must follow the specific shipping liability rules defined under Section 2.2 (Scenario B).
Eligibility for exchange: Product exchanges for an alternative size, color, or item are permitted, provided that the original item strictly meets the pristine quality standards outlined in Section 1.3.
Mandatory platform initiation: To preserve transaction tracking and update inventory records accurately inside the console, any exchange request must be formally initiated with FindersEdge support via email within the designated 7-day window. Unofficial or off-platform exchange negotiations will bypass platform visibility, causing any subsequent tracking or escrow complications to be dismissed under the waivers in Section 2.1.
Definition of gateway and platform friction: All digital payments processed via the platform incur localized infrastructural expenses, value-added taxes (VAT), and non-refundable third-party gateway levies at the checkout gate. Liability for these structural financial costs during a pre-fulfillment cancellation depends entirely on the payment instrument used and the initiating party:
If a consumer requests to cancel an order after payment processing but prior to the Brand initiating physical fulfillment, the cancellation is subject to operational review and approval.
(i) Digital e-wallets & instant capture channels: Upon approval, if the transaction was settled via an instant-capture digital channel (including but not limited to GCash, Maya, and GrabPay), the buyer is solely responsible for the associated transaction friction. FindersEdge will execute a partial refund to the consumer's original digital wallet, deducting a Transaction Disruption Recovery Fee for the approved cancellation request requiring administrative processing by FindersEdge, including financial ledger adjustments and, where applicable, refund processing, calculated as a percentage of the Gross Checkout Value (inclusive of the retail price and any Brand-configured shipping and handling fees) together with the applicable fixed administrative amount specified in the Platform Fee Schedule below.
(ii) Credit and debit cards: If the transaction was settled via a local Credit or Debit Card and remains in an uncaptured, authorized state, FindersEdge will initiate a technical void of the authorization hold. In such instances, the hold will be dissolved at zero financial friction to the platform, resulting in a 100% full refund to the consumer's card balance, subject to standard bank processing timelines. If the transaction has been captured, FindersEdge will execute a partial refund to the payment method deducting a Transaction Disruption Recovery Fee for the approved cancellation request requiring administrative processing by FindersEdge, including financial ledger adjustments and, where applicable, refund processing, calculated as a percentage of the Gross Checkout Value (inclusive of the retail price and any Brand-configured shipping and handling fees) together with the applicable fixed administrative amount specified in the Platform Fee Schedule below.
If a Brand cancels an order because they cannot fulfill the transaction (including but not limited to inaccurate inventory tracking inside the console, stock outs, or product damages), the consumer must be made completely whole. Regardless of the consumer's chosen payment method, FindersEdge will issue a 100% full refund of the Gross Checkout Value to the buyer.
To recover payment infrastructure losses, administrative processing costs, customer support effort, and other operational disruption resulting from the Brand's failure to fulfill an accepted order, the defaulting Brand will be assessed a Fulfillment Failure Recovery Fee for the affected cancellation request, calculated as a percentage of the Gross Checkout Value (inclusive of the retail price and any Brand-configured shipping and handling fees) together with the applicable fixed administrative amount specified in the Platform Fee Schedule below. This commercial penalty will be entirely absorbed by the Brand and clawed back directly from the Brand's pending platform ledger balance or subsequent payout cycle to cover infrastructure loss and ecosystem administrative handling.
Support routing: All return, refund, and exchange applications must be submitted directly via email to support@findersedge.com.
Submission requirements: To initiate a case, the buyer must supply: (a) Buyer Account Info, (b) Brand Details, (c) Transaction/Order ID, (d) Specific Request (Refund or Exchange), and (e) Clear photographic or video evidence.
Mandatory platform initiation clause: Any valid item issue, defect, exchange request, or dispute must be formally initiated through FindersEdge support channels via email within the designated 7-day window. If a Buyer and a Brand attempt to coordinate, negotiate, or resolve a transactional dispute or swap inventory externally without notifying FindersEdge support, the platform will consider that the item was delivered with zero defects or issues. In such cases, the escrowed transaction funds will automatically release to the Brand's ledger upon the expiration of the 7-day lock, and FindersEdge will bear no further administrative liability for the transaction.
Cross-reference logs: To combat fraudulent claims, buyers are required to submit media proof of damage upon unboxing. Brands are similarly instructed to maintain photographic logs of packed shipments prior to courier hand-off to serve as cross-referencing evidence.
Because the Brand explicitly configures their own shipping fee matrix on the storefront (including the option to charge the buyer a delivery fee or set it to ₱0.00), logistical expenses for returns and exchanges are assigned as follows:
Initial delivery fee: The buyer must be refunded the delivery fee they paid at checkout. If the Brand set the shipping fee to ₱0.00, no delivery fee refund is necessary.
Return shipping fee: The Brand must pay for the courier to bring the item back to their location. The buyer pays nothing.
Physical location fee exemption: The applicable return shipping fee shall not apply if the return or exchange is completed in person at the Brand's retail storefront or another mutually agreed physical location pursuant to Section 3.2.
Initial delivery fee: For Change of Mind returns, the Brand keeps the initial delivery fee paid by the buyer at checkout.
Courier logistics fees: For standard courier deliveries, the Buyer is fully responsible for paying all associated logistical expenses out-of-pocket. For exchanges, this includes: (1) the shipping fee to return the original item back to the Brand's location, and (2) the shipping fee to deliver the newly selected exchange item from the Brand back to the Buyer's address.
Physical location fee exemption: These logistics and delivery fees shall not apply if the return or exchange is executed physically at the Brand's retail storefront or a mutually agreed location as defined under Section 3.2.
FindersEdge support will review the submitted evidence case-by-case and issue a final administrative determination regarding platform operations, escrow administration, and allocation of return costs. Nothing in this Section limits any statutory rights or remedies available to Buyers or Brands under applicable Philippine law, including the right to seek relief before the appropriate courts or government agencies.
Centralized oversight: While physical inventory returns or exchanges flow directly from the Buyer's location to the Brand's designated address to avoid platform warehouse bottlenecks, all transactional communication, logistics tracking updates, and case coordination must remain exclusively within FindersEdge platform channels. Brands are strictly prohibited from settling platform disputes or arranging item swaps via private, unmonitored external messaging or off-platform channels.
Response window: When a return or exchange request is routed to the Brand by FindersEdge support, the Brand has exactly forty-eight (48) operational hours to review the files and submit their response matrix. If the Brand remains completely unresponsive within this window, FindersEdge reserves the right to resolve the dispute in favor of the consumer utilizing the paused escrow funds.
Physical branch locations: If an order was originally fulfilled via “In-Store Customer Pickup,” or if a Buyer desires a cost-free product exchange/return, the consumer may drop off the return item or complete the exchange transaction directly at an authorized, system-linked physical branch of the Brand.
Alternative mutually agreed locations: In addition to authorized branch drop-offs, the physical return or exchange of an eligible item may be executed at any specific physical retail storefront operated by the Brand, or at an alternative physical location mutually agreed upon in writing by the Buyer, the Brand, and FindersEdge administration.
Verification mandate: Regardless of the chosen physical drop-off or exchange destination, the branch manager or authorized store representative must inspect the original item's packaging and quality compliance on-site, execute the product swap (if applicable), and instantly report the completion of the physical receipt to FindersEdge support to cleanly close the open dispute case.
Acknowledgment release: FindersEdge will close the active dispute and execute any required digital consumer refunds or escrow updates only after receiving confirmation through official support channels that the physical item has arrived back safely at the Brand's inventory location, store branch, or approved alternative site.
Ledger balancing: Approved refund amounts are drawn directly from the escrow balance of that transaction. The final ruling issued by the FindersEdge dispute team determines what percentage clears to the Brand account vs. what remits to the consumer's original payment channel (Credit/Debit/Digital Wallet). FindersEdge's administrative determination regarding escrow distribution shall be final for purposes of platform administration and escrow release. Nothing in this Policy limits any statutory rights or remedies available under applicable law, including the right to seek relief before the appropriate courts or government agencies.
If a return and refund application is initiated due to a consumer's change of mind or personal choice (pursuant to Section 1.4), and is explicitly approved by the Brand, the buyer shall bear the full financial friction of the transaction breakdown. Because all payment gateway charges become completely unrecoverable to the platform upon successful order delivery, FindersEdge will issue a partial refund to the consumer's original payment method (including E-Wallets, Credit Cards, and Debit Cards), deducting a Transaction Disruption Recovery Fee for each approved return request requiring administrative processing by FindersEdge, including financial ledger adjustments and, where applicable, refund processing, calculated as a percentage of the Gross Checkout Value (inclusive of the retail price and any Brand-configured shipping and handling fees) together with the applicable fixed administrative amount specified in the Platform Fee Schedule below to cover infrastructure loss and ecosystem administrative handling.
If a return is formally approved due to verified merchant-side failures — including structural manufacturing defects, incorrect SKU delivery, or product damages (pursuant to Section 1.2) — the consumer must be insulated from all financial friction and made 100% whole. In such instances, FindersEdge will issue a 100% full refund of the Gross Checkout Value (inclusive of the retail price and any Brand-configured shipping and handling fees) to the buyer. To recover the permanent payment gateway losses and offset the administrative distress caused by the operational breach, a Fulfillment Failure Recovery Fee for the approved return request, calculated as a percentage of the Gross Checkout Value (inclusive of the retail price and any Brand-configured shipping and handling fees) together with the applicable fixed administrative amount specified in the Platform Fee Schedule below will be entirely absorbed by the defaulting Brand and clawed back directly from the Brand's pending platform ledger balance or subsequent payout cycle.
FindersEdge may update this Marketplace Governance Policy from time to time to reflect operational improvements, legal requirements, security enhancements, or platform functionality changes. Material updates will be communicated through the FindersEdge application, email, or other official communication channels where appropriate. Unless otherwise required by applicable law, the version of this Policy in effect at the time an order is placed shall govern that transaction.
To account for localized infrastructure expenses, value-added taxes (VAT), and non-refundable third-party gateway operational levies incurred at the checkout and refund gates, FindersEdge applies the following standard fee metrics:
| Fee Classification | Responsible Party | Applicable Scenario | Current Fee Value |
|---|---|---|---|
| Transaction Disruption Recovery Fee | Buyer (deducted from refund) |
Each approved Buyer-initiated cancellation request requiring administrative processing by FindersEdge, including financial ledger adjustments and, where applicable, refund processing, and each approved Buyer Change-of-Mind return request requiring administrative processing by FindersEdge, including financial ledger adjustments and, where applicable, refund processing | 5.0% of Gross Checkout Value + ₱40.00 |
| Fulfillment Failure Recovery Fee | Brand (clawed back from ledger balance) |
Each Brand-initiated cancellation request (Fulfillment Failure) requiring administrative processing by FindersEdge, including financial ledger adjustments and, where applicable, refund processing, and each approved defective, damaged, or inaccurate item return requiring administrative processing by FindersEdge, including financial ledger adjustments and, where applicable, refund processing | 5.0% of Gross Checkout Value + ₱40.00 |
Calculation note: Gross Checkout Value is inclusive of the item retail price and any Brand-configured shipping fees.
Application of fixed administrative amount: The fixed administrative amount applies to each approved cancellation or return request requiring administrative processing by FindersEdge, including financial ledger adjustments, escrow reconciliation, customer support coordination, and, where applicable, refund processing. Multiple approved requests associated with the same customer order may each incur the applicable fixed administrative amount regardless of whether the resulting refund is processed through a single consolidated refund transaction or multiple refund transactions.