Souq'd is built on trust. Every feature exists to protect buyers and sellers.
Every purchase includes our Buyer Protection fee. Your money is held safely through delivery and the 48-hour inspection window.
Funds held until delivery confirmed
Check your item before seller gets paid
Money back if item is fake or not as described
Transaction flow
Buyer pays through protected checkout. Funds are held while the order is in progress.
Aramex collection or secure local handover moves the item with tracking or a code.
Buyer checks the item. If there is a serious issue, they can open a dispute.
Funds are released after delivery or collection is confirmed and the inspection window passes.
A step-by-step look at how funds move through every transaction
When you tap "Buy now," your payment is processed through Stripe, one of the world's most trusted payment platforms. The money never goes directly to the seller — it's held securely by our platform until the transaction is complete.
Once payment is confirmed, a shipping label is automatically generated. Aramex collects the item directly from the seller's doorstep — no meetups, no coordination needed.
The item is delivered to your address with real-time tracking. You can follow your package from the moment it leaves the seller until it arrives at your door.
Once delivered, you have a full 48-hour window to inspect the item. If it's counterfeit or significantly not as described, you can open a dispute and your money stays protected.
After 48 hours with no issues reported, payment is automatically released to the seller. This protects sellers too — they know they'll get paid for legitimate sales.
Three levels of trust — so you always know who you're buying from
Every seller has a verified email address. This is the minimum to list on Souq'd.
Phone number confirmed via OTP. Unlocks higher listing limits up to AED 5,000.
Emirates ID verified for full trust. Unlocks premium listing limits up to AED 20,000.
Multiple layers of protection working behind the scenes
Every listing is reviewed by AI for suspicious content, misleading pricing, and counterfeit indicators. Flagged items are paused for manual review.
Stripe Radar uses machine learning to block suspicious payments. Seller tier limits prevent new accounts from listing high-value items.
Report anything suspicious — we investigate within 24 hours. Serial abusers and disputed buyers are flagged and monitored.
Fair, transparent, and fast — here's how we resolve problems
Within 48 hours of delivery, open a dispute through the order page.
Both buyer and seller upload photos, messages, and any relevant proof.
Our team examines all evidence within 5 business days. Funds stay in escrow.
We issue a refund or release payment — the final decision is binding.
We don't allow buyer's remorse returns. This protects sellers from people who buy, try, and return. When you purchase on Souq'd, you're committing to the sale — just like any private sale.
If an item is counterfeit or significantly misrepresented, you get a full refund within 48 hours — no questions asked. The seller's account is permanently suspended. We have zero tolerance for fakes.