Claims and Disputes

Version 2, effective November 1, 2026

This page explains what you can do if a purchase on Gold Silver Global does not turn out as you expected, how a claim is handled, who decides it and what you can do if you disagree with the decision. It applies to all purchases paid within the website, whether a private seller or a professional sells, and it forms part of the Terms and Conditions.

Three ideas before you start

The money does not reach the seller until the end. When you pay, your money stays as protected payment. The seller receives it when the protection period ends with no open claim, or earlier if you confirm that everything is fine.

You always file a claim from the order. The whole claim, messages, evidence and decision, takes place within the website. This leaves a complete file that either party can download.

The platform's deadlines do not cut back your legal rights. If you buy from a professional seller and you are a consumer, you keep the rights that the law of your country gives you, such as the legal guarantee of conformity established in the European Union by Directive (EU) 2019/771. What this page describes is Gold Silver Global's fast procedure, which adds to those rights and does not replace them.

When you can file a claim

The piece does not arrive

Tracking does not show delivery on the expected date, or marks “Delivered” and you do not have the package. Never confirm delivery of a piece you have not received.

The piece arrives damaged

The package or the piece arrives with damage caused in transit, or part of the contents is missing. For example, a broken capsule, a cracked slab, a scratched piece that was shipped intact or a case that is not there.

The piece does not match the listing

What you receive is different from what was listed in a way that matters. A different piece, a different year, a different mint, a different metal or purity, a different weight, a different condition, a different certificate number, an alteration that was not declared or a mintage or a certificate of authenticity that the listing promised and that does not come.

The piece is not authentic

You suspect that the piece is a counterfeit, a replica or that the slab or the certificate is fake.

What is not grounds for a claim

• That the price of gold, silver or another metal has dropped since the purchase.
• A defect that the listing described or that was clearly visible in the photos.
• Damage that occurs when handling, cleaning or removing the piece from its capsule after receiving it.
• A change of mind. On Gold Silver Global there is no right of withdrawal (see below).
• A purchase paid outside Gold Silver Global. Outside the website there is no protected payment and no claim is possible.

Deadlines to file a claim

Confirmed delivery. Delivery is confirmed when you confirm it in your order or, if you do not, automatically 3 days after the carrier marks it as delivered. That is the day from which the deadlines are counted.

Why counterfeits get a longer deadline. Checking that a piece does not match its listing is done when opening the package. Discovering that it is fake may require weighing it, measuring it, testing it or sending it to a grading company, and that does not fit in a few days.

Authenticity guarantee. Counterfeit, 30 days from confirmed delivery. If within that period the piece is confirmed not to be authentic, you receive a full refund of what you paid, even if the payment has already been released to the seller.

Once the applicable deadline has passed with no open claim, the payment is released to the seller when the protection period ends.

The unboxing video

Why it is mandatory

To file a claim for damage, for a piece that does not match or for a counterfeit, you need the video of the package being opened. Without the video there is no claim. The only exception is the piece that does not arrive, because in that case there is nothing to open.

The video protects both parties. It shows what was inside the package and in what condition it arrived, and prevents anyone from disputing whether the piece was swapped or damaged afterwards.

How to record it

1. Record in a single continuous shot, with no cuts, no pauses and no editing.
2. Start with the package closed. Show it from every side, with the shipping label legible and the seals intact.
3. Open the package in front of the camera, without leaving the frame at any moment.
4. Take out the piece and show it front and back. If it is in a capsule or slab, bring the camera close to the label and the certificate number until they can be read.
5. If you have a scale, put the piece on it and let the figure be seen. It is optional, but it helps a lot.
6. Use good light and record with enough quality for the details to be seen.
7. Keep the original packaging, the filling and the piece just as it arrived until the claim is closed.

A practical tip. Always record the opening, even if you expect everything to be fine. If you discover the problem days later and did not record, you will no longer be able to file a claim for damage or for a difference from the listing.

What the seller provides

• Direct shipment from the seller. The continuous video of the packing, from the piece to the closed package with the carrier's label visible, and the receipt with the tracking number.
• Piece with the GSG Vault seal. Gold Silver Global's verification report and the record of the packing done in the GSG Vault strongroom.

How to open a claim

1. Go to My account, Orders, and choose the order.
2. Click “Open claim” and choose the reason.
3. Explain what happened in a few lines.
4. Upload the unboxing video and any photos that help to understand it.
5. Submit. The seller receives the notice immediately and their response period starts to run.

The payment while the claim lasts

An open claim stops the release of the payment. While it is open, the money stays protected and the seller does not receive it, with no exceptions.

If the claim is opened when the payment has already been released, for example in a claim for counterfeit, it is handled the same way. If it succeeds, Gold Silver Global refunds you and recovers the amount from the seller under the Terms.

How it is handled

Everything within the claim

Buyer, seller and the Gold Silver Global team talk within the claim itself. What is said outside does not count and contact details cannot be exchanged. If the parties write in different languages, you will see the automatic translation marked as such, with a link to the original message.

Evidence

Each party provides what it has. Videos, photos, screenshots, shipment tracking, invoices or reports from a grading company. The team may ask either party for more information, or third parties such as the carrier or the insurer.

Response times

Each deadline is shown with its countdown within the claim. An expired deadline does not automatically favor anyone. The team decides with what is in the file, and whoever did not respond loses the chance to give their version. The decision period may be extended when an expert appraisal or a response from a third party is needed, and in that case both parties are notified.

Agreement between the parties

Buyer and seller can reach an agreement at any time, for example a partial refund. It is proposed and accepted within the claim. The team checks that the agreement is clear and carries it out.

Expert appraisal

If there is no agreement on the authenticity or condition of the piece, the team may request an expert appraisal. The report of a recognized grading company (PCGS, NGC, CAC, ANACS, ICG or NCV) or a physical verification in the GSG Vault strongroom with Gold Silver Global's instruments is valid.

The expert appraisal is paid by whoever loses the claim. If one party advances it and the decision rules in its favor, it is reimbursed at the other party's expense.

Who decides

The Gold Silver Global team decides. Each decision is made by a person, who reviews the listing, the photos, the videos, the tracking, the messages and, if there was one, the expert appraisal. Automated tools may translate or summarize the file, but never decide.

Gold Silver Global is not a court or an arbitrator. Its decision resolves what happens to the payment within the website and does not prevent either party from afterwards going to outside remedies or to the courts.

Possible outcomes

Payment to the seller

The claim does not succeed. The payment is released to the seller and the sale closes normally.

Full refund

You receive the full amount you paid, that is, the price with the payment method you chose, the shipping and the insurance. If the piece did not arrive, there is nothing to return. If it arrived, the full refund is preceded by an authorized return.

Partial refund

You keep the piece and receive part of the price, for minor damage or a partial difference from the listing. The amount is agreed by the parties or set by the team. Fees that your bank has charged you on its own are not part of the refund.

Authorized return

The team authorizes you to return the piece. From that notice you have 7 calendar days to hand it to the carrier, with the instructions you will see in the claim.

• Pack the piece as it arrived and record the packing in a continuous shot.
• Ship it with tracking and insurance, to the address indicated.
• Upload the tracking number to the claim.

When the piece arrives and is confirmed to be the same and in the same condition, the refund is issued. If you do not hand it to the carrier within those 7 days, the claim is closed and the payment is released to the seller.

A piece that the expert appraisal declares fake does not go back to the market. Gold Silver Global decides its fate in accordance with the law, which may include making it available to the authorities.

Who pays what

The commission

The buyer is never charged a commission. The commission is the seller's and is deducted from what they receive.

• If the claim succeeds due to a cause attributable to the seller, or the sale is undone because of damage or loss in transit, Gold Silver Global does not charge a commission on that sale. If it had already been deducted, it is returned.
• If the claim does not succeed, or the cause is the buyer's, the sale continues and the commission is charged normally.
• In a partial refund, the commission is adjusted to the amount the seller finally receives.

Reasoned decision

The decision reaches both parties in writing, within the claim and by email. It explains what has been decided, which facts and evidence were taken into account, which rule applies, what happens to the payment and, if there is a return, what each party has to do. It also indicates how to appeal it.

How to appeal the decision

If you disagree, you can ask for a review, once only, within the 10 calendar days following notification. It is requested from the claim itself, explaining why and providing the facts or evidence that were not taken into account.

It is reviewed by a member of the team other than the one who decided. While it is under review, the payment stays protected. The response is also reasoned and closes Gold Silver Global's internal route. That does not prevent you from going to outside remedies or to the courts.

Claim and withdrawal are not the same

Filing a claim is asking for a solution because something has gone wrong. Withdrawing would be returning a purchase without giving reasons.

On Gold Silver Global there is no right of withdrawal. What you have is protected payment, 5 days to file a claim and the authenticity guarantee. The rule is the same whether a private seller or a professional sells. The details are in the Terms and Conditions.

Chargebacks and claims with your bank or PayPal

If for the same purchase you open a chargeback with your bank or a claim with PayPal, the Gold Silver Global claim is suspended until that institution resolves it, so that the same amount is not handled twice. What the institution decides is applied to the order.

Outside remedies

If you live in the European Union

• The alternative dispute resolution bodies accredited in your country, under Directive 2013/11/EU. Gold Silver Global is not affiliated with any particular body, but will consider in good faith any request you receive through that route.
• The European Consumer Centres Network, which helps free of charge with purchases between countries.
• The European Small Claims Procedure, under Regulation (EC) 861/2007, for claims of up to €5,000 before the courts.
• The consumer authorities of your country.

If you live in the United States

• The Federal Trade Commission, through its ReportFraud complaint service.
• The consumer protection office of your state's attorney general.
• The small claims courts of your state.

If the Terms and Conditions provide for a specific dispute resolution route, it applies to the extent the law allows.

If you live in another country

You can go to the consumer protection bodies and the courts of your country, in accordance with its law.

Exporting the file

Either party can download the complete file as a PDF at any time, also after closure. It includes the messages, the evidence provided, the deadlines and the decision. The other party's personal data is shown only to the extent necessary to understand the case.

Misuse

Opening false claims, tampering with evidence, sending a different piece in a return or pressuring the other party outside the claim may lead to closing the claim against whoever does it and to limiting, suspending or closing their account, under the Terms.

Who handles claims

Gold Silver Global LLC, a Delaware company, 8 The Green STE B, Dover, DE 19901, United States. For any question about an order, write to us from the Contact form with the topic Orders. For legal questions about this policy, with the topic Legal.

This document exists in several languages. If versions differ, the English version prevails, without prejudice to the rights that the law of your country grants you as a consumer.

Last updated October 2, 2026