Operational framework for order disputes, dispute messages, support escalation, refunds, and payout release.
Opening a dispute
An authenticated buyer may open an order dispute with a reason and note. Acceptance of the current legal documents is required before this action.
The dispute blocks actions that are incompatible with resolution, including seller payout while it is open, answered, or escalated.
Messages and escalation
The platform lets parties add messages to the dispute record. The seller may respond and the buyer may withdraw certain disputes before escalation when the workflow allows it.
Support may resolve the dispute by releasing seller payout or by issuing a full refund, depending on the evidence available in the record.
Evidence and current limits
The current model accepts a note and messages. Native file attachments in the public dispute workflow are not yet covered.
When photographic or documentary evidence is required, it must be requested and handled through a controlled support channel until the product provides a dedicated feature.