Buyer Protection Program

Your Order.
Always Protected.

Every transaction on EmaanMall is backed by escrow payment holding, verified suppliers, and a full dispute resolution process — so you trade with complete confidence.

Open a Dispute
Escrow PaymentFunds held until delivery
Verified SuppliersEvery vendor is screened
72-Hour DisputeFast resolution guarantee
Full RefundOn qualifying disputes
How It Works

Protection That Works
Automatically

No forms to fill. No phone calls needed. Your order is protected the moment you place it on EmaanMall.

01
Place Your Order

The moment you confirm your order, Buyer Protection activates. Your payment is held securely in escrow — not released to the supplier yet.

02
Supplier Fulfills

The verified supplier prepares and dispatches your order through EmaanMall's centralized delivery network.

03
You Confirm Receipt

Once you receive and inspect your goods, you confirm delivery. Only then does EmaanMall release payment to the supplier.

04
Problem? We Step In

Wrong product, poor quality, or non-delivery — raise a dispute within the protection window. We investigate and resolve within 72 hours.

Escrow System

Why Your Money Is Safe

In Pakistan's trade market, buyers lose millions yearly to advance-payment fraud. EmaanMall's escrow model changes this permanently.

The Buyer
You
Payment
Payment
held in
escrow
EmaanMall Protection
On Confirmation
The Supplier
Paid after delivery
The EmaanMall Difference

Unlike direct bank transfers or cash-on-advance deals, your payment sits in EmaanMall's secure escrow. The supplier only gets paid when you confirm the order is correct. This is how Pakistan's trade infrastructure should work.

Coverage Details

What Is and Isn't Covered

Covered by Buyer Protection
  • Order never delivered within agreed timeframe
  • Product significantly different from listing
  • Wrong quantity received in bulk order
  • Counterfeit or fake branded product
  • Defective or damaged on arrival
  • Supplier unresponsive after payment
  • Duplicate charges or payment errors
⚠ Not Covered — Protection Void

These actions immediately remove your Buyer Protection. Read carefully before placing any order.

  • You paid the supplier directly — via bank transfer, cash, or any method outside EmaanMall
  • Order was placed or agreed outside the EmaanMall platform (WhatsApp, phone, in-person)
  • Dispute raised after the 7-day protection window has closed
  • Change of mind after you confirmed delivery
  • Damage caused by buyer after delivery
  • Custom orders where you approved samples beforehand

Important: If a supplier asks you to pay outside EmaanMall or contact them directly — report it immediately. This is a platform policy violation and you will lose all protection on that transaction.

Common Questions

Buyer Protection FAQ

How long does Buyer Protection last after delivery?
You have 7 days from confirmed delivery to raise a dispute. After 7 days, the order is considered accepted and payment is released to the supplier. Always inspect your goods promptly on arrival.
What if I paid the supplier directly outside EmaanMall?
Buyer Protection only applies to transactions processed through EmaanMall's payment system. Payments made outside the platform — via direct bank transfer, cash, or any other method — are not covered. Always pay through your EmaanMall account.
How do I open a dispute?
Log into your EmaanMall account, go to My Orders, select the relevant order, and click "Raise Dispute." Describe the issue and upload supporting evidence (photos, videos, or documents). Our team will review within 72 hours.
Will I always get a full refund?
Refund amount depends on the dispute outcome. Non-delivery and counterfeit cases typically result in a full refund. Partial quality issues may result in a partial refund after EmaanMall's review. Our team evaluates each case individually and fairly.
Does Buyer Protection apply to bulk B2B orders?
Yes. EmaanMall Buyer Protection covers both retail and bulk wholesale orders placed through the platform. For large custom orders with agreed samples, coverage terms may vary — review the order agreement before confirming.
How are suppliers held accountable?
Every supplier on EmaanMall is CNIC and NTN verified before listing. Suppliers with repeated dispute losses face account suspension. Verified fraud results in permanent removal and legal referral. Supplier performance scores are visible on their profiles.