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If users cannot find a solution using our automatic dispute resolution system or external online dispute resolution system, they can open a case with our arbitration service, once a case is opened both parties have 7 days to submit evidence stated in the arbitration service policy. After the 7 days period a professional third party will examine the case and enforce the result.
In case our automatic dispute resolution system doesn't help in finding a solution, users can escalate their disputes to external ODR systems, we currently recommend using: https://ec.europa.eu/consumers/odr/main/
In case of disputes buyers and sellers can mutually agree on using our automatic dispute resolution system, which will help settle disputes based on propositions, they will be able to agree on: full refunds, returns, percentage refund or replacement option. In rare cases where users cannot find a suitable solution they can escalate to external online dispute resolution systems.
Returns are regulated by the merchant return policy and are made simple by our platform, you can contact directly contact the seller and open a return request, based on the situation buyer or seller will pay to the smart contract the required amount to initiate shipping and their package will be picked up in specified location and sent back. In case of disputes a user can use our tools for online dispute resolution and automatic dispute resolution in rare cases you can ask for an arbitration service which will manage the dispute.