Refunds on Silky Road

Silky Road works to make transactions as smooth as possible, but situations can arise where a refund is appropriate. This guide explains how refunds work for listing package fees and for transactions.

Is there a refund window?

Silky Road does not operate a fixed "cooling-off" or money-back window on a completed deal, because it is a marketplace rather than a shop: like eBay, Silky Road connects buyers and sellers and does not hold or guarantee funds by default. Once payment has moved and the assets have been handed over, unwinding the deal is an agreement between the two parties.

There are, however, two timings that do matter, and both come from the dispute resolution process:

• 48 hours. Dispute submission becomes available 48 hours after a sale concludes — whether through an auction win or an accepted offer. The grace period gives both sides time to talk first.
• 72 hours. Once a dispute is raised, the other party has 72 hours to respond.

If you think something has gone wrong, raise it early. Options narrow considerably once payment has been released.

Listing package fees are non-refundable

When you publish a listing you choose a listing package, which carries a one-time fee (see Listing Package Fees and Pricing). Those fees are non-refundable, unless you withdraw your listing under the specific circumstances set out in Silky Road's Terms of Service.

Refunds on transactions

Payment made and assets transferred

Once a transaction is complete — payment has moved from buyer to seller and the assets have been handed over — any refund or return is arranged directly between the buyer and the seller. Silky Road provides the Deal Completion Area so both parties can communicate and agree on a resolution.

A dispute cannot usually be opened or resolved at this stage unless both parties agree to reverse the transaction: the buyer returns the assets and the seller refunds the payment.

Deals completed with escrow

If you chose Silky Road's optional escrow and the funds have not yet been released to the seller, either party can raise the matter through Silky Road's Dispute Resolution Process for review.

Assets transferred, payment still pending

Both parties must agree to return the assets, and the seller must confirm they are satisfied with the return before a refund is processed. Silky Road then assists in cancelling the deal, and the seller may relist the asset.

How a refund reaches you

Where a refund is issued, funds are returned using the same payment method the buyer originally used.

The short version

• No commission is charged on a sale, so there is nothing to refund there.
• Listing package fees: non-refundable, save for the exceptions in the Terms of Service.
• Completed deals: settled between buyer and seller.
• Escrow deals with funds still held: raise a dispute.
• Clear, early communication between buyer and seller resolves most refunds.

If you are stuck, contact support and include the deal reference.