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Buyer Protection

Every purchase on OrderGo is backed by a 24-hour protection window. We hold your payment for 24 hours after your order is delivered, so you have time to check it.

How We Keep Buyers Safe

Three layers protect every transaction from checkout to delivery.

shieldPayment Held Securely

We keep your payment secure until 24 hours after your order is delivered, so you can check it arrived exactly as expected.

schedule24-Hour Protection

You get a full day after delivery to inspect your purchase and report any problems.

check_circleFair Resolution

Our support team mediates disputes quickly so buyers and sellers reach a fair outcome.

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24-Hour Protection Window

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The clock starts once the courier marks your order delivered. Use the full day to inspect everything and report any problem.

During the window

  • check_circleMatches the product description and photos
  • check_circleArrived in good condition with no visible damage
  • check_circleIncludes every item, accessory, or part promised
  • check_circleWorks as advertised when you test it

After it ends

  • shieldFunds release automatically to the seller or agent
  • scheduleLate reports may not be covered by buyer protection
  • chat_bubbleSupport can still help, but fund release can't be reversed
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How to file a dispute

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  1. 1

    Report Within 24 Hours

    Open a dispute from your order details to let us know something isn't right.
  2. 2

    Select the Issue

    Choose the products affected and describe exactly what happened.
  3. 3

    Upload Evidence

    Attach photos or videos that help our team understand the problem.
  4. 4

    Support Review

    We reach out to the seller, verify details, and keep you updated throughout.
  5. 5

    Resolution

    We agree on the best fix—refund, replacement, or another fair solution.
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Possible outcomes

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autorenewReturn & Full Refund

Send the item back when it's not as described or arrives damaged, and receive your money back.

autorenewExchange

Sellers can ship a replacement when the original item is incorrect or defective.

check_circlePartial Refund

Keep the order and receive a partial credit if the issue is minor but still needs acknowledgment.

chat_bubbleDirect Resolution

Work things out directly with the seller while our team supervises and documents the agreement.

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What buyer protection doesn't cover

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  • cancelDon't: Late DisputesClaims sent after the 24-hour protection window closes may not be covered.
  • cancelDon't: Change of MindReturns requested because you no longer want the product.
  • cancelDon't: Buyer DamageIssues caused after you received the order in good condition.
  • cancelDon't: False ClaimsRequests that contain misleading or fraudulent information.
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Tips for smooth orders

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Before You Order

  • check_circleRead the full product description and specs
  • check_circleReview seller ratings, photos, and recent feedback
  • check_circleMessage the seller if you need clarification
  • check_circleConfirm delivery fees, times, and return expectations

When the Order Arrives

  • check_circleInspect the item immediately while the courier is nearby
  • check_circleCapture photos or video if anything looks wrong
  • check_circleReport issues through OrderGo within 24 hours
  • check_circleStay factual and polite so we can resolve things quickly

Ready to Shop with Confidence?

Thousands of Sierra Leone shoppers rely on OrderGo for protected purchases and reliable sellers.

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Related pages

  • How it works
  • Buyer's guide
  • Seller protection
  • Help Center