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Safety and trust
Shop with more confidence on Sesalin
Sesalin Buyer Protection brings together guidance, safety resources and support channels to help buyers make eligible transactions with more confidence and address purchase-related problems.
Safety for eligible transactionsSupport when problems ariseReporting toolsTransparency between parties
Safety and trust
How it works
A clear path from purchase to resolution when something does not go as expected.
Track your order
Review the information and updates available for your purchase.
Check what you received
Verify that the product or service matches what was agreed.
Report a problem
If something is wrong, use the channels made available by Sesalin.
Look for a solution
Buyer and seller may provide information to help resolve the issue.
Support situations
When we may help
Item not received
The order did not arrive under the stated conditions or timeframe.
Different from the listing
The item materially differs from its description.
Damaged item
The item arrived damaged and this was not previously disclosed.
Incorrect quantity
The quantity received does not match the quantity purchased.
Transaction problem
There is a problem related to an eligible transaction made on the platform.
Seller does not respond
You tried to resolve the issue but could not get a response.
Important
Keep your transaction within Sesalin
Avoid moving payments or negotiations to external channels when an official Sesalin flow exists.
Payments or agreements outside the platform may limit our ability to verify the transaction or help resolve an issue.
Know the limits
What may not be covered
- Payments made outside Sesalin's available methods.
- Private agreements made outside the platform.
- Changes or damage caused after receipt.
- False or incomplete information in a claim.
- Situations that cannot be verified with available information.
- Transactions or categories subject to specific rules.
Eligibility may vary by transaction type, category, seller, payment method and applicable law.
If something goes wrong
Follow the request
PedidoAjudaProblemaSolicitaçãoResolução
Add the order details and available evidence, then follow the instructions shown by the support channel.
View my purchasesEvidence
Help us understand what happened
- Order number or identifier
- Messages related to the negotiation
- Photos of the item and packaging
- Available receipts
- Delivery information
- Other relevant documents
Marketplace and eligible transactions
Not every transaction works the same way
Sesalin includes different types of listings, businesses, professionals and services. In some cases it is a discovery and connection platform. In others, a transaction may use payment or tracking resources provided by the platform. Available support may vary by transaction type.
Fraud prevention
Protect yourself from scams
Never share your password.
Never provide OTP or authentication codes.
Be careful with unknown payment links.
Confirm the business or seller details.
Avoid moving a transaction to external channels when official resources exist.
Report suspicious behavior.
FAQ
Common questions
What is Sesalin Buyer Protection?
It is a set of guidance, resources and support channels to help buyers make informed purchases and report problems with eligible transactions.
Are all purchases protected?
No. Eligibility may vary by transaction type, category, seller, payment method and applicable law.
What should I do if my item does not arrive?
Review the order details, keep your records and contact the seller or support through the available channels.
Are payments outside Sesalin protected?
Payments or agreements outside the platform's available mechanisms may limit Sesalin's ability to verify the transaction or help resolve an issue.
How do I report a seller?
Use official support or reporting channels and provide as much verifiable information as possible.
How do refunds work?
Refunds depend on the order, seller, payment method and applicable rules. They are not automatic or guaranteed for every purchase.
How long do I have to report a problem?
The timeframe may vary by transaction and applicable rules. Report the issue as soon as you identify it.
Your safety is part of the Sesalin experience.
Shop, communicate and track your transactions using the resources made available by the platform.