Dispute resolution

Last updated 2026-08-01.

Almost everything that goes wrong on a card marketplace is a misunderstanding, a slow carrier, or a grade two people read differently. Almost all of it is fixed by one message. This page is for the rest.

Step 1 — talk to the seller

Use the message link on your order. Sellers here are independent businesses who answer their own orders, and they can usually resolve it the same day. Be specific and attach photographs where condition or damage is involved.

Sellers are expected to respond within two business days.

Step 2 — open a dispute with us

Open one if any of these is true:

The seller has not replied in three days.
You cannot agree on a resolution.
The seller agreed to something and did not do it.
Something is seriously wrong — a counterfeit card, or a listing you believe was deliberately misleading.

A dispute is opened from the order page. Say what happened, what you want, and attach evidence. It goes to a person, not a queue that ages.

What we do with it

We read the order, the listing as it was at the time, the tracking, and the conversation between you and the seller.
Opening a dispute makes that conversation readable by our moderators. This is stated plainly here because a private channel that is quietly readable is worse than one that is openly moderated.
We ask the seller for their account and give them a chance to respond.
We aim to reach a position within five business days.

What we can and cannot do

Money is decided by PayPal, not by us. Every order on PalSingles is paid directly from the buyer to the seller's own PayPal account. We never receive, hold or forward that money at any point, so we have nothing to refund from and no power to reverse a payment. Any dispute about the money itself is between the buyer, the seller and PayPal, and is resolved under PayPal's Purchase Protection and their user agreement.

What we can do is everything that is genuinely ours: read the order and the listing as it stood, require a seller to respond, remove listings, apply conditions to a store, and suspend or close one. A dispute we find against a seller binds their standing here — their ability to sell on this marketplace — and that is a real consequence.

What we cannot do is decide who keeps the money. We are not a court and we are not the payment processor. Do not wait on us before protecting yourself: if the money matters and the seller is not resolving it, open a case with PayPal. Our process runs alongside theirs and never replaces it.

Step 3 — PayPal

Every order is paid through PayPal, so PayPal's Purchase Protection applies to it on their terms and their timetable, which is considerably longer than ours. You can raise a case with them at any point.

You do not have to use our process first. We would rather you did, because it is usually faster and because a PayPal case takes the decision out of everyone's hands here — but it is your money and your choice, and nothing in these policies waives that right.

If you are a seller

You will be told when a dispute is opened and asked for your account of it. Respond. A seller who engages and offers a reasonable resolution is treated very differently from one who ignores it, both in the outcome and in what it does to their standing.

A dispute is not automatically a mark against you. Disputes that turn out to be a carrier's fault, or a buyer's mistake, are recorded as no-fault. What we act on is a pattern: a store attracting a dispute every eleventh order has a problem no individual case shows.

You can also open a dispute yourself — against a buyer who has claimed non-delivery on a parcel tracking shows delivered, for example. We take those seriously; buyer fraud is real and sellers here carry the cost of it.

Outcomes

Finding	What follows
For the buyer	Refund, in full or in part. Counts against the seller's record.
For the seller	Funds released as normal. Repeated bad-faith claims count against the buyer.
Split	Partial refund where both sides have a point — common with condition.
No fault	Usually a lost parcel. Refunded, and counted against neither party.

Abuse of this process

Disputes filed to extract free cards, or to damage a competitor, are grounds for closing an account. We keep a record across accounts and payment methods specifically so that repeat behaviour is visible.

Nothing here limits your rights

This policy describes how PalSingles handles complaints internally. It does not replace your rights under consumer protection law, your rights against the seller directly, or your rights under PayPal's user agreement, and it does not require you to give up any of them.

Contact

Burnett Tech Solutions LLC
trading as Burnett Deck Tech
orders@burnetttechsolutions.com