What to Do If a Buyer Claims They Didn't Receive the Digital Item?

Sooner or later, every seller hits this: you delivered, the buyer says they didn't receive it. Here's how to handle it without losing the deal.

Evidence to capture at delivery#

• Screenshot of the message where you sent credentials, license key, or transfer confirmation — with timestamp visible.
• For domains: WHOIS lookup before and after, registrar transfer confirmation email.
• For accounts: screen recording of the credential handover and 2FA removal.
• For NFTs / on-chain assets: the transaction hash linking your wallet to the buyer's.
• For files: a one-time download link with access logs.

What an escrow mediator looks for#

We weigh on-chain evidence and platform-side records (registrar emails, blockchain transactions, hosted file logs) far above screenshots, which can be faked. If you have hard third-party evidence of delivery, you win the dispute and funds release to you.

If the buyer is genuinely having trouble#

Sometimes a key truly doesn't activate, or a transfer didn't propagate. Stay calm, work the issue inside the deal chat, and escalate to the escrow agent only when you can't resolve it directly. Most disputes close in under 24 hours when both parties cooperate.

Escrows Click holds funds in a neutral wallet, verifies delivery, and only releases payment when both parties are satisfied. Start a deal in two minutes at escrows.click.