A clear path when plans change
How disputes work
A dispute gives either party a formal way to ask for a review when a private sale does not follow the terms agreed before payment. Stripe continues to hold the payment while the matter is handled under the agreed rules.
1. A party raises a dispute
Either the buyer or seller can raise a dispute when the deal falls through or the agreed outcome is contested. The deposit remains held by Stripe while the review is open.
2. Both sides provide evidence
Useful evidence includes the agreed deposit terms, messages about the transaction, inspection or delivery records, identity details, receipts and other documents that show what happened. Keep evidence factual and connected to the transaction.
3. Vaultly reviews the agreed terms and evidence
Vaultly reviews the frozen terms and submitted evidence to help determine a fair outcome. Where appropriate, the matter may be escalated to Stripe or an Australian dispute-resolution body.
4. An outcome is applied
The deposit is released to the agreed recipient, returned to the buyer under the release rules, or handled through an approved cancellation or escalation path. The outcome follows the terms shown before payment; Vaultly does not take custody of the funds.
What happens to the money?
- While under review: Stripe holds the deposit and it is not released to either party.
- Buyer-recipient outcome: the deposit principal is returned to the buyer; original Stripe processing fees are not returned.
- Seller-recipient outcome: the deposit principal is transferred to the seller's connected account; Vaultly's fees are retained.
- Approved paid-seller cancellation: the deposit principal plus service fee is refunded, while the card-cost recovery is retained to offset the non-returned Stripe cost.
The full contractual wording is in the Terms of Service. For fee details, see pricing.