TuDu Secure Pay holds your payment in a protected escrow account until you confirm your order has arrived as described. This policy explains how escrow works, what buyers and sellers must do, and the timelines that apply at each stage. TuDu Secure Pay is provided at no additional cost to buyers on eligible online orders.
You pay and funds are held in escrow
When you complete checkout, your payment is captured and held securely in the TuDu escrow account. The seller does not receive any money at this stage. Your funds are protected from the moment payment is confirmed.
Seller ships your order
The seller is notified that payment is secured and must dispatch your order within the handling time stated on the listing. They provide a valid tracking number where applicable. The seller is paid only after you confirm receipt or the auto release window closes.
You confirm receipt
Once your order arrives, inspect it carefully. If everything is correct, click Confirm Receipt in your order page. This triggers release of funds to the seller. If there is a problem, raise a dispute before the confirmation window closes.
Seller receives payment
Funds are released from escrow to the seller registered mobile money or bank account within one business day after release. TuDu deducts its agreed commission. The remainder is paid to the seller.
Order placed
Payment captured and held securely in escrow. Seller notified to prepare the order.
Funds in escrow
Seller cannot access funds until you confirm receipt, TuDu resolves a dispute, or the auto release window expires after confirmed delivery.
Order delivered
A three day confirmation window opens from the date delivery is marked complete. Inspect your order and confirm receipt or raise a dispute if there is a problem.
Confirmation or auto release
If you confirm receipt, funds release immediately. If you take no action, funds auto release three business days after confirmed delivery unless a dispute is open.
Seller payout
Released funds are paid to the seller within one business day after release.
Pay the correct amount at checkout
Complete payment using an accepted method before the order expires. Provide an accurate delivery address and phone number so the seller and courier can reach you.
Inspect your order on delivery
Check the package for visible damage before signing with the courier where possible. Open and inspect the item promptly after delivery. Report issues before the confirmation window closes.
Confirm receipt or raise a dispute in time
Confirm receipt when the order is correct. If there is a problem, raise a dispute from your order page while funds remain in escrow. Provide clear evidence such as photographs and a written description.
Cooperate with dispute review
Respond to TuDu Support requests within two business days during an active dispute. Failure to respond may result in a decision based on available evidence.
Dispatch within stated handling time
Ship confirmed orders within the handling time on your listing, typically within three business days unless a longer period is clearly stated. Provide valid tracking information for all shipments.
Send items as described
The item must match the listing in condition, specification, quantity, and branding. Counterfeit or materially different items may result in a full refund to the buyer and account penalties.
Respond to buyers and disputes promptly
Answer buyer messages within 24 hours. Respond to return or dispute notifications within 48 hours. Provide evidence such as proof of dispatch or delivery when requested.
Do not request off platform payment
All transactions must remain on TuDu. Requesting direct payment outside the platform voids escrow protection and may result in permanent account suspension.
Payment to escrow
Immediate upon successful checkout. Order confirmation sent by SMS and email within five minutes.
Seller dispatch deadline
Within the handling time on the listing, up to three business days unless otherwise stated. Late dispatch may trigger automatic cancellation and refund.
Delivery confirmation window
Three business days from the date the courier marks the order as delivered. Buyers should inspect and confirm or dispute within this window.
Dispute review
TuDu acknowledges disputes within one business day and aims to issue a ruling within three business days after receiving sufficient evidence from both parties.
Seller payout after release
One business day after funds are released from escrow to the seller registered payout account.
Buyer refund after approved dispute
Two to five business days to mobile money or card, depending on the payment provider. TuDu Wallet refunds are typically immediate once approved.
Raise a dispute from your order page while funds remain in escrow. Funds are frozen immediately. TuDu Support reviews evidence from both parties and issues a ruling within three business days in most cases. The outcome is either a full or partial refund to the buyer or release of funds to the seller.
Protection against non delivery
If your order never arrives and the seller cannot provide proof of delivery, TuDu will refund you in full to your original payment method or TuDu Wallet.
Protection against counterfeit or misdescribed goods
If you receive a fake item or one that does not match the listing, raise a dispute within the confirmation window. TuDu reviews the evidence and refunds you if your claim is valid.
Auto release safety net
If you forget to confirm receipt, funds are automatically released to the seller three business days after confirmed delivery. You may still dispute before this window closes.
Dispute mediation by TuDu
When buyer and seller cannot agree, TuDu mediates. We review order details, photographs, videos, delivery records, and communication, then make a binding decision within three business days for escrow purposes.
No. TuDu Secure Pay is included with every online order at no extra cost to buyers. The seller commission covers the escrow service.
Funds are released when you click Confirm Receipt, when TuDu resolves a dispute in the seller favour, or three business days after confirmed delivery if no dispute is open.
Raising a dispute immediately freezes escrow funds. Neither party can access them until TuDu resolves the case. Submit photographs, a clear description, and any supporting documents from your order page. TuDu Support contacts both parties and issues a ruling within three business days in most cases.
Once funds are released, disputes can no longer freeze escrow. You may still submit a support request to report the issue. TuDu may assist with further review for valid cases but cannot guarantee recovery of funds already paid out.
Cash on delivery is not an escrow transaction because no funds are held before delivery. For full buyer protection, pay online via MTN Mobile Money, Airtel Money, card, or TuDu Wallet.
Take clear photographs immediately upon opening the package. Raise a dispute from your order page and attach the photographs as evidence. Do not return the item until TuDu instructs you to do so.
TuDu Secure Pay helps buyers shop with confidence, which supports more orders for reputable sellers. Funds are released promptly once the buyer confirms receipt or the auto release window closes without dispute. Sellers with strong track records rarely face disputes. Start selling · Seller guidelines