Escrow Policy

Escrow & Dispute Resolution Guidelines

Last updated: 24 July 2026

1. Escrow custody model

SecureTrade Ng does not hold customer funds. All buyer payments are routed to a dedicated Monnify-secured escrow reserve account. SecureTrade Ng acts strictly as the digital workflow router that instructs Monnify to release, split, or refund funds once contractual delivery conditions are met.

2. Delivery PIN as release trigger

Every escrowed deal generates a private 4-digit delivery PIN issued to the buyer at checkout. The seller and rider never see this PIN. Funds are only released from Monnify escrow when the correct PIN is entered by the assigned rider at physical handover.

3. Fraud protection ceiling

The rider manifest allows a maximum of 5 PIN attempts per deal. On the 6th failed attempt, the transaction is automatically frozen with status LOCKED. Funds remain in Monnify custody pending SecureTrade Ng support review — they are never auto-released after a lock event.

4. Dispute intake

Either party may open a dispute within 72 hours of the delivery attempt by contacting hello@securetrade.com.ng or WhatsApp +234 806 172 1900. A ticket number is issued within 12 business hours and the affected deal is placed under review; no payout is triggered while a dispute is open.

5. Evidence collection

Both buyer and seller are asked to submit dated evidence: chat transcripts, delivery photos, tracking screenshots, and the item's #ST-XXX code. SecureTrade Ng also pulls the Monnify transaction reference and manifest audit log for cross-verification.

6. Resolution outcomes

After review, a case is resolved as (a) release to seller, (b) protected item refund to buyer, or (c) partial split. Item-cost refunds are processed via Monnify back to the buyer's original payment method within 3 business days. Payment gateway fees and delivery/logistics fees paid to riders in good faith are non-refundable once the rider has been dispatched.

7. Escalation

If either party is not satisfied with the SecureTrade Ng resolution, the case may be escalated to Monnify's dispute desk under the merchant support agreement and, where applicable, to the Consumer Protection Council of Nigeria.

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