SariXchange
Trust & Safety Policy
Effective June 15, 2026 · Updated quarterly
Our commitment
SariXchange verifies identities precisely because we intend to enforce consequences. A verified identity is only as valuable as the accountability attached to it. Every user on SariXchange — buyer, seller, or official store — operates under a clear set of rules with real, transparent consequences for breaking them. Rules are applied equally. No exceptions for high-volume sellers.
Selling a reserved item — how penalties work
When a buyer pays a holding deposit, the seller enters a binding agreement. If the seller sells the item to another buyer during the hold period, SariXchange treats this as a breach of that agreement. Here is exactly what happens:
Step 1
Buyer reports the breach
Buyer files a report within 48h of discovering the item was sold. SariXchange reviews chat logs and deposit records.
Step 2
SariXchange confirms and acts
If confirmed within 24h: full deposit refunded immediately. Penalty charged to seller's account or withheld from future payouts.
Step 3
Compensation paid to buyer
The deposit is instantly converted to Sari Credits in the buyer account. No transfer fees, no bank delays — available immediately for any SariPay purchase. Credits cover the full next purchase or fill the discrepancy on a larger one.
Example: PS5 Slim, ₱24,000 listing
- Deposit paid by buyer (10%)
- ₱2,400
- SariXchange convenience fee
- ₱25
- Buyer receives as Sari Credits
- ₱2,425 in Sari Credits — usable on next purchase instantly
- Transfer fees
- ₱0 — no bank reversal, no PayMongo return fee
- Seller consequence
- Strike + 14-day deposit ban + score −15
Why Sari Credits work better than a refund
A direct refund to GCash or bank costs ₱10–₱25 per transaction in transfer fees and takes 3–7 days to arrive. Sari Credits land instantly at zero cost — because no money actually moves. The held deposit simply stays on-platform and becomes spendable on the buyer next purchase. If the new item costs more, they pay the difference. If it costs less, the remaining credits stay in their balance.
Seller strike system
Strikes are per offense category and reset after 12 months of clean record, except where noted. Accounts under active review have all listings hidden.
| Offense | 1st offense | 2nd offense | 3rd offense |
|---|---|---|---|
| Selling a reserved item (deposit paid) | Full deposit refunded to buyer + 14-day deposit restriction + trust score −15 | 30-day suspension | Permanent ban |
| Canceling confirmed meetup without 24h notice | Warning on profile | 7-day suspension | 30-day suspension |
| Item significantly differs from listing description | Warning + mandatory listing edit | 7-day suspension | 30-day suspension |
| Reposted / stolen listing photos | Listing removed + warning | 14-day suspension | 30-day suspension |
| Refusing SariXchange-mediated dispute resolution | Warning | 14-day suspension | 30-day suspension |
| Unresolved dispute per 90-day window | Warning | 7-day suspension | 30-day suspension |
Buyer conduct rules
Buyers carry the same accountability as sellers. Depositing on items you do not intend to buy, or filing false reports, has real consequences.
| Offense | 1st offense | 2nd offense | 3rd offense |
|---|---|---|---|
| No-show to confirmed meetup without notice | Warning + loss of deposit (if applicable) | 7-day suspension | 30-day suspension |
| Filing false or malicious reports | Warning | 14-day suspension | 30-day suspension |
| Chargeback fraud on SariPay | 30-day suspension + repayment required | Permanent ban | — |
| Pattern of deposit forfeiture (3+ in 90 days) | 60-day deposit restriction | 30-day suspension | Permanent ban |
| Harassment of seller in chat | Warning + chat review | 14-day suspension | Permanent ban |
Grounds for immediate permanent ban
These offenses bypass the strike system entirely. The account is banned immediately upon verification, with no warning period. Where required by Philippine law, SariXchange will report to the appropriate authorities (PNP, NBI, DTI, PRC, ICAB).
Confirmed scam
Took payment or deposit and did not deliver. Account permanently banned and reported to PNP ACG with full evidence package: verified ID, chat logs, payment records, device fingerprint.
Counterfeit goods
Selling fake branded items verified by SariXchange or the brand. Reported to DTI.
Fraudulent identity documents
Submitting forged or stolen government IDs — reported to NBI for identity fraud investigation under RA 10175 and RPC Art. 172 (falsification of documents).
Physical threats
Threatening, intimidating, or attempting to harm another user — reported immediately to PNP ACG. Evidence package filed within 2 hours.
Ban evasion
Creating a new account after being permanently banned. Previous account data used to match.
Prohibited items
Listing illegal firearms, drugs, live protected wildlife, human tissue, or other banned items.
Child exploitation content
Zero tolerance. Reported immediately to NBI Cybercrime Division, PNP Women and Children Protection Center, ICAB, and NCMEC. No warning, no appeal.
Licensed credential fraud
Claiming a PRC, LTO, or DTI license that does not exist or belongs to another person.
Law enforcement referral
For confirmed serious violations that the parties cannot resolve themselves, SariXchange files a formal complaint with Philippine law enforcement. The key word is cannot resolve — SariXchange always gives both parties a 72-hour settlement window first. If the dispute is settled in that window, the case closes with no police record for either party. Law enforcement referral only happens when settlement fails.
PNP Anti-Cybercrime Group
Confirmed scam, identity fraud, online threats, coordinated fraud rings
RA 10175, Art. 315 RPC
NBI Cybercrime Division
Large-scale fraud, organized scam operations, cases requiring prosecution
RA 10175, RA 3185
BSP Consumer Protection
GCash, Maya, or bank account fraud involving SariXchange transactions
RA 8484, BSP Circular 1048
National Privacy Commission
Misuse of identity documents or personal data obtained through SariXchange
RA 10173
SariXchange compiles an evidence package — verified ID, full chat logs, IP records, device fingerprint, and payment data — and files the eComplaint within 24 hours after the settlement window closes without resolution.Two exceptions bypass the settlement window entirely:physical safety threats (reported to PNP immediately) and child exploitation content (reported immediately to NBI, PNP-WCPC, and ICAB with zero discretion). Victims receive the PNP case reference number and a copy of the evidence PDF. All data is preserved under RA 10175 Section 13 for the duration of the investigation.
Licensed professionals and Official Stores — higher standard
Real estate brokers, vehicle dealers, and Official Stores operate under professional licenses. SariXchange enforcement escalates accordingly:
- Counterfeit goods (Official Store) — immediate permanent ban + the brand is notified + reported to DTI for possible license proceedings.
- Fraudulent real estate listing (PRC Broker) — reported to the Professional Regulation Commission for professional sanctions.
- Fraudulent vehicle listing (LTO Dealer) — reported to the Land Transportation Office and DOTC.
- One serious confirmed scam — permanent ban with no appeal window for licensed business accounts.
Prohibited items
Listing any of the following results in immediate removal and a strike. Knowingly selling prohibited items may result in immediate permanent ban and reporting to authorities.
- Illegal firearms, explosives, and weapons
- Prohibited drugs and controlled substances
- Counterfeit or trademark-infringing goods of any kind
- Stolen property or property obtained through fraud
- Forged government IDs, academic records, or official documents
- Live protected wildlife (without DENR/BFAR clearance)
- Human organs, tissue, or blood
- Pirated software, movies, or music
- Pornographic or sexually explicit material
- Gambling devices (without PAGCOR license)
- Prescription medications without licensed pharmacy credentials
- Medical devices without FDA license
- Items subject to international trade sanctions
Appeals process
We know mistakes happen. Every suspension (except immediate bans for the most serious offenses) can be appealed once.
Step 1
File within 7 days
Submit your appeal through the app or at appeals@sarixchange.com within 7 days of the action.
Step 2
We review in 48h
Our trust team reviews your account history, dispute records, and any evidence you submit.
Step 3
One appeal per infraction
The decision is final. If overturned, all strikes from that infraction are cleared.
Immediate permanent bans for confirmed scams, counterfeit goods, fraudulent IDs, physical threats, and child exploitation content cannot be appealed.
When the buyer is the one scamming
Buyer fraud is real and SariXchange takes it as seriously as seller fraud. Because both parties are identity-verified, filing a false dispute is not a low-risk move — your government ID is on record and a documented false claim is actionable under Art. 315 of the Revised Penal Code (estafa).
False counterfeit claim
Authentication required. Losing party pays authentication fee (₱500–₱5,000). Strike + 30-day suspension.
Item switch (return different item)
Returned item inspected — serial numbers and condition verified. Confirmed switch = permanent ban + police report.
Chargeback fraud
30-day suspension on first offense, repayment required. Permanent ban + reported to BSP/PayMongo on second offense.
Serial deposit forfeiture (reserving without intent to buy)
Deposit is non-refundable. 3+ forfeitures in 90 days = 60-day deposit restriction.
False non-delivery claim
Courier proof of delivery checked. Confirmed false claim = warning, then suspension.
For high-value counterfeit disputes, SariXchange requires third-party authentication before any refund is processed. The cost is borne by the losing party — making false claims financially risky for dishonest buyers.
How SariXchange detects violations
Image duplicate detection
Every photo is hashed on upload and compared against all listings. Reposts are flagged automatically.
Chat monitoring
Known scam patterns (GCash pre-payment requests, urgency pressure, off-platform payment) trigger real-time warnings.
Behavioral scoring
Response rates, cancellation patterns, dispute history, and deposit forfeiture are continuously scored.
Identity verification
Government ID + selfie verification creates an accountable identity. Documents are cross-checked against known fraud patterns.
Community reports
Buyer and seller reports are weighted by trust score. Verified account reports carry more weight.
Partner network
Courier partners, payment processors, and brands can flag anomalies (e.g., chargebacks, fake brand authorization letters).