1. The short version
Your payment stays in escrow until you confirm delivery with your PIN. If something is wrong, raise a refund claim before you share your PIN.
2. When you can claim
- The order did not arrive.
- The item is damaged, faulty or different from the listing.
- Items are missing from the order.
- A service was not delivered as described.
3. How to raise a claim
- Open the order in the Ihwo app and tap Raise a claim.
- Choose a reason and add photos or a short note.
- The store gets the claim with the order, your details and your reason.
4. What happens next
The store approves the claim or declines it with a note. Both sides keep a clear record in the app.
- Approved: the refunded amount goes back to you from escrow.
- Declined: you can contact support@ihwo.app and our team will review the order and the record.
5. After you confirm delivery
Once you share your PIN and the payment is released, the order is complete. Contact the store first; if you can't resolve it, email support@ihwo.app and we'll try to help.
6. For stores
Respond to refund claims promptly and fairly. You can also report a customer from the order if you suspect abuse. Repeated unfair declines can lead to your store being reviewed.