Buyer Protection · B2B Wholesale

Refund & Dispute Policy

How claims, refunds, and disputes are handled for wholesale orders between licensed operators on the Orqestra B2B operator network. Every claim routes through Orqestra first — buyers do not need to dispute a charge with their bank to resolve a complaint.

Last updated: June 10, 2026

Overview

Orqestra connects licensed wholesale operators — producers, manufacturers, retailers, brokers, and couriers. Orders are business-to-business between license-verified counterparties. This policy governs what happens when a buyer believes a delivered order was incorrect, short, or damaged.

48-Hour Inspection Window

Every buyer has 48 hours from delivery to inspect their order and file a claim. Each order in a multi-seller cart has its own independent window — one seller’s claim does not affect another’s. Once the 48-hour window closes, or once the buyer confirms receipt, the order is final and payment is released to the seller.

Valid claim reasons: short quantity, product damaged on arrival, wrong product delivered, a material quality issue, or an order that was never delivered.

How Claims Are Resolved

  1. 1. Buyer files a claim. The buyer submits a claim through the platform during the 48-hour window, selecting a reason and optionally describing the issue.
  2. 2. Seller reviews first. The seller is notified immediately and resolves the claim directly — typically within 24 hours — with a full refund, a partial refund, or a replacement.
  3. 3. Escalation to Orqestra. If the seller declines and the buyer believes the claim is valid, the buyer can escalate it to Orqestra. Our team reviews both sides and issues a binding resolution, with authority to reverse the seller’s payout.

Because claims are resolved on-platform, buyers never need to file a chargeback with their card issuer to make themselves whole. This keeps disputes inside Orqestra and chargeback rates well below standard industry thresholds.

Resolution Outcomes

  • Full refund — the full order amount is refunded to the buyer.
  • Partial refund — a portion of the order amount is refunded (e.g. for a short or partially damaged shipment).
  • Replacement — the seller arranges replacement product in a follow-up order.
  • Declined — if the claim is not supported, it is declined; the buyer may escalate to Orqestra for independent review.

Refunds are issued to the original payment method. Processing time depends on the payment rail used for the order.

Not Eligible for Refund

  • Claims filed after the 48-hour inspection window has closed.
  • Orders the buyer has already confirmed as received.
  • Buyer’s remorse or a change of mind — these are wholesale inventory commitments, not consumer purchases.
  • Product that has left the verified chain of custody. State regulated-product track-and-trace (BioTrack) compliance prevents return-to-inventory once a transfer manifest is closed, so post-acceptance returns are resolved as refunds or credits rather than physical returns.

Questions

Billing & dispute questions: billing@orqestrax.com

See also our Terms of Service and Privacy Policy.

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