Marketplace Dispute & Shipping Evidence Policy

This policy explains how shipping and disputes work for marketplace card sales on TT Poke, and what evidence both sellers and buyers should keep. TT Poke is only a third-party intermediary that connects buyers and sellers and holds payment in escrow; we are not a party to the sale. We bear no responsibility for any accident, loss, or damage that occurs in transit, but we will try our best to protect both sides fairly. Please read this policy carefully before buying or selling.

1. Our role and discretion

Each sale is a contract between the buyer and the seller. TT Poke provides the venue, holds the buyer’s payment in escrow, and releases it to the seller after the buyer confirms receipt or the confirmation window lapses. When a dispute is raised, we review the evidence both sides provide and decide, in our reasonable discretion, how to resolve it. TT Poke has the ultimate right to decide whether or not to refund either side. Our decision concerns the escrowed payment only; it is not a court judgment of either party’s legal rights.

2. Sellers — ship safely and keep evidence

Sellers are strongly recommended to: • Ship from an SF Express store (counter), not from an SF locker. • Film a continuous video at the store showing the SF staff packing the card — including that the card is safely wrapped and placed into a protective hard case before it is sealed and shipped. • Keep the receipt and tracking number. If improper or unsafe packing or shipping by the seller causes damage to the card in transit, the seller is responsible and must bear the loss and compensate the buyer. A seller who cannot provide reasonable proof of proper packing and shipping is highly likely to bear the loss in a dispute.

3. Buyers — film your unboxing

Buyers must film a single, continuous unboxing video when the package arrives: • First clearly show the full, sealed package from all sides, demonstrating it has not been opened or tampered with. • Then open it on camera, without cuts, and show exactly what is inside. This video is essential evidence if there is any problem. A buyer who cannot provide a clear, continuous unboxing video is highly likely to bear the loss in a dispute. Do not discard the packaging until the order is completed.

4. How disputes are decided

If you have a problem, open a dispute on the order before confirming receipt, and contact TT Poke customer service on WhatsApp (+852 6414 2825) with your evidence (videos, photos, tracking). If both the buyer and the seller provide legitimate proof, TT Poke will weigh the evidence and decide the outcome according to the situation. If one side cannot provide the evidence described above, that side is highly likely to bear the loss and to make compensation. TT Poke’s decision on the escrowed payment is final.

5. Limits

TT Poke is an intermediary and is not liable for the items themselves, for the conduct of buyers or sellers, or for any accident, loss, or damage in transit. Nothing in this policy limits any rights you may have directly against SF Express or under SF Express’s insured-service terms, or any statutory rights that cannot be excluded. In the event of any discrepancy between the Chinese and English versions of this policy, the Chinese version shall prevail. We may amend this policy at any time, effective on publication on the TT Poke website.

6. Contact

For any dispute or enquiry, please contact TT Poke customer service via WhatsApp at +852 6414 2825.