Trust · Buyer protection
Your money is held until it ships.
Every order paid through Jay's Retro Exchange is covered. Sellers don't get paid until the package is on its way with tracking and has had time to arrive — and if something's wrong, you can open a claim.
How payments are held
- 1
You pay at checkout
Payments are processed securely by Stripe. Sellers never see your card details. - 2
The seller ships with tracking
Sellers must ship within 3 business days and add a tracking number. You can follow it from Dashboard → Purchases. - 3
Funds are released to the seller
When you confirm the package arrived — or automatically 14 days after tracking is added if you don't respond. If you open a claim first, the seller's payout is frozen until it's resolved.
Only on-platform payments are protected
Never pay a seller by Zelle, Venmo, PayPal Friends & Family, Cash App or any method outside checkout. Those payments aren't covered, and a request to pay off-platform is itself grounds for a report.
What's covered
| Problem | Examples | Claim window |
|---|---|---|
| Not received | No tracking, tracking never shows delivery, or the package was lost. | If it never arrives |
| Not as described | Wrong completeness or grade, undisclosed flaws or mods, a “tested” item that doesn't work, wrong region or item. | 7 days after delivery |
| Damaged in transit | Cracked cases, crushed boxes or broken hardware from poor packing or carrier handling. | 7 days after delivery |
| Reproduction / counterfeit | A reproduction or counterfeit game, an undisclosed reproduction box, manual or insert, or a fake card, slab or collectible. | 30 days after delivery |
What isn't covered
- Changing your mind or finding it cheaper elsewhere (you can ask the seller, but returns for these reasons are up to them).
- Flaws that were clearly described or shown in the listing photos.
- Items marked Untested or For Parts not working (though they still must match everything else in the listing).
- Region incompatibility when the listing stated the region correctly.
- Anything paid for outside Jay's Retro Exchange checkout.
- Claims opened after the window closes.
How to open a claim
- 1
Go to Dashboard → Purchases
Find the order and the package from the seller in question. - 2
Choose “Open a claim”
Pick the reason and describe what's wrong in a few sentences. One claim covers the whole package from that seller. - 3
Add evidence
Photos of the item, the label and board if relevant, and the packaging it arrived in. Keep everything until the claim is closed. - 4
We review and decide
The seller can respond, and our staff review the listing, photos and tracking before deciding. You'll see updates in your dashboard.
Opening a claim freezes the seller's payout for that package, so nobody gets paid for an item that's in dispute. It's often fastest to message the seller first — many problems are resolved in a reply.
Refunds
- Approved claims are refunded to your original payment method through Stripe. Your bank may take several business days to show it.
- Any part of the order you paid with Jay's store credit is returned as store credit.
- If we ask you to send the item back, you'll get a prepaid return label — for a seller-fault claim the seller covers the cost. Return the same item you received; returns are checked against the listing photos and serial numbers.
- Refunds for not-received packages don't require a return.
Buy smart
- Read the whole listing: completeness, grade, component checklist, region, save battery and mods.
- Zoom into every photo. If a key angle is missing — the back, the board — ask for it before buying.
- Check the seller's rating and completed sales.
- Keep all communication in Jay's messages so we can see it if there's a dispute.