Dispute resolution
When a customer and a provider disagree about an order, this process decides who answers first, how it escalates and what happens to the money meanwhile.
Updated October 2026 · with examples from our own builds
What does dispute resolution mean in practice?
Disputes are inevitable in a marketplace: a late delivery, a damaged item, a service not as described. A dispute flow sets the window for raising one, who responds first, when the platform steps in and what can be decided, from a partial refund to a full one.
Its design shapes behaviour. If ignoring a complaint is the quickest way to make it go away, providers will ignore complaints; a good flow rewards answering, holds only the money in question and records every step for whoever decides.
Keep the money effect narrow. Freezing a provider's whole balance over one dispute damages trust on the supply side.
Dispute resolution at a glance
- Defines
- Window, first responder, escalation and outcomes
- Hold
- Only the disputed order's money
- Design so that
- Ignoring a complaint is never the faster route
Where has dispute resolution come up in our builds?
A buyer can raise a dispute from payment until 14 days after delivery. The shop answers first; if it replies, the buyer can escalate at once instead of waiting out 48 hours, so being ignored is never the faster route. Only the disputed order's payout is held, and admins can refund in full or in part.
Disputes have their own screens in the SuperAdmin console, alongside bookings, payouts and invoices.
Common questions about dispute resolution
How long should customers have to raise a dispute?
Long enough to discover a problem after delivery, and short enough that providers aren't left uncertain. Set it per category and tie the provider's settlement hold to the same window.
Should the platform decide every dispute?
Let the two parties try first, with a clear deadline, and step in when they can't agree. The platform's role is to decide those cases with both sides' records in front of it.
Related terms
Planning a product and not sure where dispute resolution fits? Ask us, or browse all 116 terms in the glossary.