ForthClear Claims and Refunds Policy
Version: 2026-10-30
Effective date: 30 October 2026
This one-page policy explains what happens when an order goes wrong. It applies to buyers and sellers and forms part of the ForthClear Terms of Service and Seller Agreement. ForthClear is operated by Forthcast, LLC, a Delaware limited liability company. ForthClear is a marketplace: the seller sells to the buyer, and ForthClear runs this process to decide how the order payment is applied. It is not a payment guarantee.
Key timelines
| When | What happens |
|---|---|
| Checkout | Buyer's card is charged through Stripe. A card charge of US$1,000 or more requests 3D Secure. |
| Within 7 business days | Seller ships (or makes goods ready for collection) and uploads tracking or the bill of lading. |
| Buyer marks the order received | The 3-day inspection window starts. Marking received does not by itself pay the seller. |
| Within 3 days of that mark | Buyer inspects and may open a claim. The buyer can confirm the order once those 3 days have passed. |
| Seller payout | When the buyer confirms after the window, or automatically when the window ends with no claim. If the buyer never marks the order received, an established seller is paid 14 days after shipment. A new seller (until the later of 5 delivered-and-paid orders and 60 days after the seller account is created) is not paid on that 14-day clock, and 10% of each payout is held for 30 days. Unpaid seller exposure for a new seller is capped at US$2,000. |
| Within 72 hours of a claim | Seller accepts, offers a partial refund, or rejects. |
| No answer in 72 hours, or rejected | Claim escalates to ForthClear for a decision. |
Payouts for an order pause while a claim on it is open. Opening a claim pauses a payout that has not yet been released. If the seller has already been paid, a refund is recovered from the seller.
What you can claim
- Not received: the goods did not arrive. Open the claim while the order is still marked shipped.
- Damaged: the goods were damaged in transit while the seller carried the risk (seller-arranged freight).
- Not as described: the lot is materially different from the listing, for example wrong product category, wrong condition grade, a guaranteed manifest that does not match, or undisclosed hazardous or recalled items.
- Short units: fewer units than stated, beyond the 5% tolerance.
What you cannot claim
- A count difference within ±5% of the stated quantity. This is normal for this kind of stock.
- Defects normal for the grade. Untested customer returns and salvage are sold as is: individual units may not work, be complete or be resaleable.
- Change of mind, or lower-than-hoped resale value.
- Damage after risk passed to you, for example on buyer-arranged freight. Claim against your carrier instead.
Evidence
Buyers should provide:
- photos or video of the shipment as it arrived, before and during unpacking, showing pallet wrap, labels and any damage;
- the bill of lading or delivery receipt, with any shortage or damage noted before signing;
- a unit count, and for "not as described", photos of the items that differ from the listing or manifest; and
- any carrier notes or correspondence.
Sellers should provide:
- photos or video of the lot when packed and loaded, including pallet count and wrap;
- the signed bill of lading, tracking history and proof of delivery;
- the manifest and any picking or count records; and
- any carrier notes or claim correspondence.
Tip: film unpacking in one continuous take where possible. Note damage or shortages on the delivery paperwork before the driver leaves.
Seller options
- Accept: the buyer gets a full refund. We may ask the buyer to return the goods, at the seller's cost, or let the buyer keep or dispose of them.
- Partial refund: offer a pro-rata refund (for example, for 12% short, refund 12% of the goods subtotal). The buyer may accept or escalate.
- Reject: give reasons and evidence. The claim escalates to ForthClear.
How ForthClear decides
We review both sides' evidence fairly, and may ask either party for more information (usually with 48 hours to respond). We then decide whether to refund the buyer in full or in part, require a return first, or release the payout to the seller. Our decision is final as to the order funds on the Platform. It does not stop either party pursuing its legal rights against the other outside the Platform.
Refunds, chargebacks and carrier claims
- Refunds go back to the buyer's original payment method through Stripe. Bank processing times apply.
- If a seller has already been paid, ForthClear may reverse the transfer or deduct the amount from the seller's future payouts or reserve.
- Buyers should use this claims process before disputing a charge with their bank. If a chargeback is filed, the seller must help with evidence, and the seller is responsible for lost disputes connected with its goods or conduct.
- The party that booked the freight files any carrier claim; the other party cooperates. We recommend cargo insurance above US$1,000.
Questions: info@forthclear.io