Last Updated: September 19, 2026
This page explains what happens if something goes wrong with an order on ATBP. It's part of the Terms of Service. It does not promise a refund in every situation. Every case is reviewed on its own facts, and the outcome depends on what actually happened and what the Seller, ATBP, and evidence show.
Every order: the redress process
Every Buyer, on every order, can open a dispute and have ATBP review it. This costs nothing extra and doesn't depend on any checkout option. If ATBP determines the Seller is responsible, we'll work with the Seller toward a resolution, which may include a refund the Seller issues, a replacement, or another fix. This is the baseline redress mechanism required under the Internet Transactions Act (RA 11967), described further in Section 13 of the Terms.
Optional: Buyer Protection
At checkout on a prepaid order, you can opt in to Buyer Protection for a small fee shown before you pay. If your order never arrives, or arrives significantly not as described, and the Seller can't or won't make it right, ATBP guarantees the refund itself out of ATBP's own funds, rather than the outcome depending entirely on recovering something from the Seller. Buyer Protection isn't available on Cash on Delivery orders, since you inspect the item before paying for those.
In short: the redress process is always available and is what determines fault. Buyer Protection changes who ultimately guarantees the money if the Seller doesn't make it right, not whether you can open a case at all.
1. You report the issue
From the order page, message the Seller first for most issues, since many are resolved directly and quickly that way. If that doesn't resolve it, open a dispute from the same order page and describe what happened.
2. ATBP reviews it
Our team looks at the order, the listing as it was written, and anything you've provided (photos of a damaged or wrong item, for example, are the single most useful thing you can attach).
3. The Seller gets a chance to respond
The Seller can explain their side and provide their own evidence, such as proof of shipment or packaging photos, before a decision is made.
4. ATBP decides the marketplace resolution
Where the facts are clear, ATBP determines the appropriate outcome under this policy and the Seller's own return practices. This isn't a court process and doesn't replace your legal rights (see the Terms), but it's usually the fastest path to a resolution.
5. Resolution
Depending on the case, this may be a refund, a replacement, a partial refund, or a finding that the order was fulfilled as described and no further action is warranted.
The Seller is responsible for accurately describing and packaging their item, and for their own stated return policy.
ATBP reviews disputes, decides the marketplace resolution, and, for a Buyer-Protected order that qualifies, guarantees the refund itself.
The payment provider handles the mechanics of actually processing a refund or a reversal back to your payment method once one is approved.
The courier is responsible for a package once the Seller hands it over; a lost or badly delayed shipment is something ATBP factors into its review, but the courier's own service record and tracking data inform that decision.
Questions about a specific order should go through that order's page or the contact form rather than this page, so our team has the actual order in front of them.