ProtectedByFans Guarantee

What Is ProtectedByFans?

Every purchase on Fans by Fans is protected by our ProtectedByFans Guarantee. This means your money is held safely in escrow until your order is confirmed as delivered. The seller doesn't receive your payment until you're satisfied.

How Escrow Works

Here's the full lifecycle of a protected transaction:

1. You pay — your payment is processed through Xendit and the funds are held securely.
2. Escrow holds your funds — the money is not released to the seller. It's held by the platform.
3. Seller fulfills your order — the seller prepares, packs, and ships your item (or delivers your service/ticket).
4. Tracking is provided — for physical items, the seller submits tracking information so you can follow your delivery.
5. You confirm receipt — once you receive your order and verify it's correct, you click Confirm Receipt.
6. Funds are released — only after your confirmation does the seller receive payment.

Automatic Release

If tracking has been submitted and you don't confirm receipt or open a dispute within the auto-release window, the funds are automatically released to the seller. This prevents indefinite holds on completed deliveries.

Important: Review your order promptly after delivery. If there's an issue, act before the auto-release window closes.

What's Protected

The ProtectedByFans Guarantee covers these situations:

• Item not received — you paid but never received your order
• Item not as described — what you received doesn't match the product listing
• Damaged items — your order arrived damaged or defective
• Wrong item — you received a different item than what you ordered
• Quality issues — the item quality is significantly below what was advertised
• Seller unresponsive — the seller is not responding to your messages about an issue

Claim Process

If something goes wrong with your order:

1. Go to My Purchases and find the transaction.
2. Click Open Dispute on the transaction detail page.
3. Select a reason, describe the issue, and upload evidence (up to 5 files).
4. An admin will review your case and make a decision.

See the Disputes guide for full details.

What's Not Covered

• Change of mind after confirming receipt — once you confirm, funds are released permanently
• Issues reported after the claim window closes — act promptly after receiving your order
• Orders where you provided incorrect shipping information — double-check your address before checkout

Our Commitment

Fans by Fans is built for fans, by fans. We facilitate peer-to-peer transactions between community members and guarantee every purchase through our escrow service. This means:

• We process payments securely and hold funds in trust until delivery is confirmed
• Your financial data is protected under our privacy policy
• We mediate all disputes between buyers and sellers
• Every peso is tracked through an immutable audit trail

Need more help? Visit our Help Center or contact us at support@fansbyfans.com.