Orders, problems and refunds — with a clock the seller can feel

• Five states, no fog

  Pending payment, paid, fulfilled, cancelled, refunded. Nothing in between, and nothing you have to interpret.

• A seller cannot invent a payment

  Which moves are legal is enforced by Sebairo's servers, not by the screen: fulfil or cancel a paid order, cancel a pending one.

• The clock is the product

  48 hours of silence, or a refusal, and the decision stops being the seller's — you can hand the report to Sebairo.

The five states

An order is created when you open checkout and starts at pending payment. Stripe's confirmation makes it paid. The seller marks it fulfilled when they have handed it over. Either side's cancellation makes it cancelled — but only where cancelling is still meaningful. Refunded is the only state a person cannot type: it is written by the server when a real Stripe refund has actually gone through, so an order that says refunded means money moved.

• Pending payment

  Checkout was opened and not completed. Nothing was charged and nothing is owed.

• Paid

  Stripe confirmed it. This is the state a problem report can be filed against.

• Fulfilled

  The seller says it is done. You can still report a problem — “fulfilled” is their claim, not your experience.

• Cancelled / refunded

  One means it never happened; the other means it happened and the money came back.

Reporting a problem

A report is short on purpose: one of five reasons, an optional detail in your own words, and photos if they help. Free text alone turns every case into a negotiation from scratch; five named reasons cover what actually goes wrong between two people. The seller is notified in the same breath — a claim nobody is told about is a claim that expires into an escalation for no reason.

• The five reasons

  It never arrived, it is not as described, it arrived damaged, you changed your mind, or something else.

• Paid orders only

  An unpaid order was never charged, so there is nothing to refund and nothing to dispute — cancelling is the right move.

• One live report per order

  Two open claims on one payment is how a double refund happens, so the second one is refused.

• You can withdraw it

  If you sort it out directly, drop the report. The only case the server refuses is one already refunded.

The seller's answer, and the clock

The seller can accept the report and settle it with you, or decline it and say why. Both answers are recorded against the report with who decided and when. If they say nothing at all, 48 hours after you filed it you can hand the report to Sebairo. If they declined, you do not have to wait at all — you already have your answer and you disagree with it, so there is nothing left to wait for. The escalate button appears when the report is ready to escalate.

• 48 hours, from filing

  Counted by the server from the moment the report was opened, and the seller sees the same deadline approaching.

• A decline needs a reason

  It is kept on the report and shown to you, so “no” is an answer rather than a wall.

What a refund actually is here

A refund here is a real Stripe refund back to the card. It can be partial when only part of the order was wrong, and you can never be refunded twice. Only the seller, or Sebairo on an escalated report, can issue one — never the buyer. Once a report is settled it is closed for good.

Questions people actually ask

• How soon can I ask Sebairo to step in?

  48 hours after you filed the report if the seller has said nothing, or immediately if they declined it.

• Can I report a problem on an order I never paid for?

  No. A pending order was never charged, so cancelling it is the right move — a different one, and the app says so instead of failing quietly.

• Is a refund always the full amount?

  No. Partial refunds are allowed on purpose: half an order arriving broken is the common case, and all-or-nothing pushes sellers into refusing outright.

• Who decides an escalated report?

  Sebairo reviews it and writes the outcome to the same report you are reading — with the refund, if there is one, going through the same single path.

• The shop closed. Did my order disappear?

  No. An order keeps the shop's name as it was when you bought.

• Can a settled report be reopened?

  No. Refunded, resolved, declined and withdrawn are final states — a settled claim cannot be edited back into a live one. If a new problem appears, it is a new conversation with the seller.

• Is a rating the same as a report?

  No, and they do not cancel each other. A report asks for the order to be put right; a rating tells the next buyer what happened. An order that ended in a refund can still be rated — deliberately, because excluding those buyers would quietly tilt every shop's stars toward the sales that went well.

• Why is there no return label?

  Because Sebairo never held the parcel. Return systems exist where the platform runs the warehouse and the courier; here the two of you arrange it, and Sebairo settles the money.