Buyer & Seller Protection

Last updated: September 2026

Every order on SerpMarket goes through the same protected flow, whether you're buying a placement or fulfilling one. This page explains, plainly, how that protection actually works today.

1. Escrow: Your Funds Are Reserved, Not Spent

When you place an order, the order amount is reserved from your wallet balance and held in escrow — it is not paid out to the publisher yet. It only moves to the publisher's balance once the order is marked Completed. This means a publisher is never paid for work that hasn't been delivered and accepted.

2. For Buyers: Review Before You Accept

When a publisher delivers your placement, the order moves to Delivered status and you have 3 days to review it from your My Orders page. You can:

• Accept the delivery — this marks the order Completed and releases the funds from escrow to the publisher.
• Request a revision — send the publisher a description of what needs to change, without releasing any funds.
• Open a dispute — if the delivery doesn't match what was ordered, or something else is wrong, raise it directly from the order. Our team reviews every dispute and can refund the reserved funds to your wallet balance if it's found in your favor.

3. The 365-Day Guarantee

Every completed placement is covered by our 365-day live-link guarantee. If a publisher removes or alters your placement without notice within a year of delivery, contact support — we track this window automatically on your My Orders page so you always know if you're still covered.

4. For Publishers: You're Paid When Work Is Confirmed Delivered

Once you deliver an order, the buyer's funds stay in escrow until they accept the delivery (or the 3-day review window passes without a revision request or dispute). At that point, the full order amount moves to your seller balance and becomes available to withdraw. You can track every order's status, respond to buyer messages, and see dispute status directly from your Seller Orders page.

5. Disputes: How They're Handled

A dispute can currently be opened by the buyer if a delivered order doesn't match what was ordered. Once opened, our team reviews the order details, delivery, and any messages exchanged, and resolves it — which can mean releasing the funds to the publisher as normal, refunding the buyer's wallet, or a partial resolution, depending on what's found. If you're a publisher and believe an order needs our attention for any reason, contact support directly and our team will review it — a dedicated in-app path for publisher-initiated reviews is on our roadmap.

6. What This Doesn't Cover Yet

SerpMarket does not yet process live card or bank payments — wallet funding is handled manually through our support team, and escrow operates on your wallet balance rather than a live payment processor. Once real-time payment processing is introduced, this page will be updated to reflect any changes to how funds are held or released.

7. Questions

If anything here doesn't match what you're seeing on an order, or you just want it explained further, reach out via our Support page — we're glad to walk through any order in detail.