It stays with Reloot until you confirm delivery, or 48 hours after dispatch.
When you pay for a Buy it now item the money goes to Reloot, not to the seller. It is released to them when you confirm the item arrived, or automatically 48 hours after dispatch if you have not reported a problem.
That window is what the buyer fee buys. If the item never arrives, is not what was described, or arrives damaged, open the order and use Report a problem inside those 48 hours. The release is paused straight away and the case goes to our team, who work through it with both of you and can refund you.
Report the problem in the app. An email does not pause the money; the button does.
