Escrow Payment Protection

How payment protection works

• Pay for an eligible order through MyKanta using an available checkout method.
• The payment is recorded while the seller prepares and delivers the order.
• Once delivery is confirmed and no valid dispute is open, the order can be completed and funds released to the seller.

Before you pay

Check the product description, price, delivery terms, seller details and return conditions. Keep order conversations on MyKanta so there is a clear record if help is needed.

Delivery confirmation

Inspect the item promptly after delivery. Confirm receipt only when the order has arrived and reasonably matches the listing. Do not share confirmation codes or mark an order complete before receiving it.

Disputes and refunds

If an eligible order does not arrive, is materially different from its listing, or has another serious problem, contact support as soon as possible. We may request messages, photographs, delivery records or other information from both parties before deciding the outcome.

Approved refunds are returned through the available payment channel and may take additional processing time. Delivery charges or other costs may not be refundable in every case.

What is not covered

• Payments made outside MyKanta or sent directly to a seller.
• Items or transactions prohibited by MyKanta rules or applicable law.
• A change of mind where the seller did not offer returns and the item matches its listing.
• Claims submitted without enough information to verify the order or issue.

Buyer and seller responsibilities

Buyers must provide accurate delivery information and raise genuine concerns promptly. Sellers must describe products accurately, communicate clearly, fulfil accepted orders and provide reasonable evidence of delivery when requested.