Dispute Resolution

Fair, transparent, and evidence-based resolution for transaction disagreements. Trustower acts as a neutral mediator.

Our Approach

Trustower is neutral. We don't favor buyers or sellers. Our goal is to understand the transaction agreement, review the evidence submitted by both parties, and provide fair mediation and support based on facts.

Important: Trustower provides evidence-based dispute support and mediation. Licensed custodial partners, as regulated providers, control fund release per their process. Disputes are typically resolved within 48 hours.

⏱️

Fast

Resolved within 48 hours

⚖️

Fair

Evidence-based decisions, neutral evaluation

📝

Transparent

Clear reasoning provided for every decision

The Dispute Resolution Process

1

Dispute is Submitted

Within the inspection period

Who Can Open a Dispute?

Either buyer or seller can submit a dispute if they believe the transaction terms were not met.

Timeline:

Buyer: Must open dispute within the agreed inspection period (24h-14d from delivery)

Seller: Can open dispute if buyer makes false claims after approving delivery

How to Open a Dispute:

  1. Go to transaction page
  2. Click "Open Dispute"
  3. Select reason (item doesn't match, damaged, etc.)
  4. Submit evidence and explanation
2

Evidence Review Begins

Trustower team receives all evidence

What Trustower Reviews:

  • ✓ Original transaction agreement and terms
  • ✓ Unboxing videos and inspection photos
  • ✓ Serial numbers and product documentation
  • ✓ Carrier tracking and delivery confirmation
  • ✓ All communication between parties
  • ✓ Evidence submitted by both parties

⚠️ Evidence Submission:

The other party has 24 hours to submit their evidence and response. Failure to respond may result in a default decision.

3

Evaluation & Determination

Expert evaluation of all evidence

Trustower's Decision Criteria:

  • ✓ Transaction Agreement: What were the terms agreed to?
  • ✓ Evidence Quality: Is the evidence credible and timestamped?
  • ✓ Fulfillment: Did the seller deliver as promised?
  • ✓ Condition Match: Does the item match the agreement?
  • ✓ Communication: How did both parties communicate?
  • ✓ Precedent: Similar past cases and industry standards

✓ Resolution Timeline:

Most disputes resolved within 24-48 hours. Complex cases may take up to 5 business days.

4

Decision Issued & Implemented

Trustower issues final determination

Both Parties Receive:

  • ✓ Written decision explaining the reasoning
  • ✓ Clear citation of which evidence was decisive
  • ✓ Actions to be taken (funds release, refund, etc.)

Important:

Trustower's decision is final. There is no appeal process. All parties agree to this binding determination when they register a transaction.

Possible Dispute Outcomes

✅

Transaction Approved

Trustower determines the buyer has no valid grounds for dispute. The seller delivered as promised and the item meets the agreement.

What Happens:

  • Funds are released to the seller immediately
  • Transaction is marked as complete
  • Buyer receives notification of decision and reasoning

Example:

Buyer claims item is damaged, but unboxing video shows it was delivered in perfect condition. Transaction approved.

📦

Return Required

Trustower determines the item does not meet the agreement. The buyer has a valid claim for a return or refund.

What Happens:

  • Buyer must return the item to seller
  • Seller must refund the escrow amount upon return
  • Both parties receive return instructions and timelines
  • Funds released to buyer after return is confirmed

Example:

Item arrives with significant damage not mentioned in agreement. Unboxing video proves damage during shipment. Return required.

⚖️

Partial Refund Recommendation

Trustower determines the item has minor issues but is otherwise usable. Both parties benefit from a negotiated settlement.

What Happens:

  • Trustower recommends a percentage reduction
  • Both parties can accept the recommendation
  • If both agree, funds are split accordingly
  • If disagreement, full dispute resolution continues

Example:

Item has minor cosmetic scratches but works perfectly. Trustower recommends 15% refund. Buyer keeps item, receives partial refund.

💬

Mediation Support

When evidence is unclear or both parties have strong claims, Trustower provides mediation support to help both parties reach an agreement.

What Happens:

  • Trustower mediator facilitates discussion
  • Each party can propose settlement terms
  • Mediator suggests fair compromise
  • If agreement reached, transaction resolves
  • If no agreement, Trustower makes final decision

Example:

Buyer claims seller misrepresented condition; seller claims buyer didn't follow care instructions. Mediation finds middle ground.

Common Disputes & Resolutions

Item Arrived Damaged ▼

How We Determine Fault:

  • Seller's packing video shows quality packaging → Likely carrier damage (seller wins)
  • Buyer's unboxing video shows damage upon receipt → Carrier liability or seller wins
  • Both parties agree damage occurred → Resolution via partial refund

Typical Outcome: Seller may be found not liable if packing was secure. Buyer can file claim with carrier for damages.

Item Doesn't Match Description ▼

How We Determine Fault:

  • Serial numbers don't match → Seller breach (buyer wins, return required)
  • Item works but appearance differs → Check original photos/agreement
  • Buyer misunderstood description → Agreement stands (seller wins)

Typical Outcome: If seller misrepresented, return required. If buyer misunderstood, transaction approved.

Item Not Received / Never Arrived ▼

How We Determine Fault:

  • Carrier tracking shows delivery → Buyer liable (in most cases)
  • Carrier tracking shows not delivered → Seller liable (refund required)
  • Buyer claims non-delivery, seller has no tracking → Complex case, evidence reviewed

Typical Outcome: Carrier tracking is definitive. Use signed delivery confirmation.

Seller Claims Buyer Doesn't Pay After Inspection Period ▼

How We Determine Fault:

  • Inspection period has expired → Automatic approval (seller wins)
  • Buyer opened dispute within period → Valid dispute process
  • Buyer hasn't communicated → Default approval (seller wins, funds released)

Typical Outcome: Inspection periods are strict. After expiration, funds automatically release to seller.

Disagreement on Item Authenticity ▼

How We Determine Fault:

  • Manufacturer verifies authenticity → Seller wins (transaction approved)
  • Manufacturer confirms counterfeit → Buyer wins (return required)
  • Ambiguous case → May require third-party inspection (added cost)

Typical Outcome: Manufacturer certification is definitive. Serial number matching is critical evidence.

Important Dispute Guidelines

For Buyers

  • 1. Document everything during the inspection period
  • 2. Open dispute within the agreed inspection window
  • 3. Submit clear evidence with timestamps
  • 4. Keep items safe (don't damage further during inspection)
  • 5. Communicate respectfully through Trustower

For Sellers

  • 1. Document your packing and item condition thoroughly
  • 2. Use carrier tracking and get signature confirmation
  • 3. Be clear about condition and defects upfront
  • 4. Keep all receipts and proof of purchase
  • 5. Respond promptly to dispute requests

⚠️ What Trustower Will NOT Do

  • • We will not make exceptions to inspection period deadlines
  • • We will not change decisions based on emotional appeals
  • • We will not accept evidence submitted late (after 24h)
  • • We will not reverse decisions after they're issued
  • • We will not mediate communication disputes (only transaction disputes)

Avoid Disputes with Clear Evidence

The best disputes are the ones that never happen. Register your deal with clear terms and evidence requirements from the start.

Create a Deal Learn Evidence Requirements