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BUYER PROTECTION PROGRAM
Altonex Trade Assurance
Every eligible order on AltonexGlobal is protected by our Trade Assurance program. Buy with confidence — your payment is safe until you confirm receipt.
What Is Trade Assurance?
Trade Assurance is AltonexGlobal built-in order protection service.
If a dispute arises, our team investigates and resolves it. No risk, no stress.
How Trade Assurance Works
1
Place Your Order
Browse verified suppliers and place your order through AltonexGlobal.
2
Funds Held in Escrow
Your payment is transferred to a secure escrow account. The supplier is notified and production begins.
3
Goods Are Shipped
The supplier ships the goods and uploads tracking information.
4
Inspect and Confirm
When goods arrive, inspect them against your order. You have 5 business days to raise any issues.
5
Funds Released
Once you confirm receipt and satisfaction, funds are released to the supplier.
What Is Covered
- ✓Goods not shipped within the agreed timeframe
- ✓Products that do not match the description or specifications
- ✓Quantity shortages receiving fewer items than ordered
- ✓Significant quality defects confirmed by inspection
- ✓Supplier cancels the order after payment is made
What Is Not Covered
- ✗Orders paid outside the AltonexGlobal platform
- ✗Goods damaged in transit
- ✗Disputes raised after the 5-business-day inspection window
- ✗Custom or OEM products where specifications were changed by the buyer
- ✗Force majeure events
- ✗Products prohibited under applicable law
- ✗Incorrect shipping address provided by the buyer
How to File a Claim
1
Log In to Your Dashboard
Go to Orders and locate the order in question.
2
Click Raise a Dispute
Select the issue type: not received, not as described, or quantity shortage.
3
Upload Evidence
Provide photos, inspection reports, or communication records to support your claim.
4
Supplier Response
The supplier has 72 hours to respond and provide counter-evidence.
5
AltonexGlobal Review
Our disputes team reviews all evidence and makes a fair determination within 10 business days.
6
Resolution
Funds are refunded fully or partially, or released to the supplier, based on the outcome.
Eligible Transactions
Refund Timeline
Within 24 hours
Claim acknowledged and ticket opened
Within 72 hours
Supplier notified and response deadline set
Within 10 business days
Full review completed and decision issued
For Vendors
Benefits for Vendors
- ✓Faster buyer conversion — buyers trust protected listings
- ✓Eligible for Trade Assurance badge on your storefront
- ✓Dispute resolution is fair — evidence-based, not buyer-biased
- ✓Reduced chargebacks compared to direct bank transfers
Vendor Responsibilities
- •Ship goods that exactly match the listed specifications
- •Upload valid tracking information within the agreed timeframe
- •Respond to disputes within 72 hours with supporting evidence
- •Maintain a dispute rate below 5% to retain Trade Assurance eligibility
FAQ
Trade with Confidence
Every order. Every supplier. Every time.
Start Buying SafelyRead Terms & Conditions
Need help? info@altonexglobal.com