How does a dispute work?

A dispute can be opened when a buyer and seller are unable to reach an agreement regarding a cancellation or a revision request.

🛑 When can a dispute be opened?

A buyer can request to open a dispute in the following cases:

1️⃣ Cancellation refused: If the buyer requests to cancel an order that has not been delivered twice and the seller refuses both times, a dispute will be opened automatically.

2️⃣ Revision refused: If the seller rejects a revision request, the buyer can choose to open a dispute.

➡ Once a dispute is opened, the order is frozen: it can no longer be modified, and all direct communication between the buyer and seller is paused.

A mediator is assigned within 24 to 48 hours to review the situation and guide both parties toward a fair outcome through a three-way discussion.

🔍 How is a dispute handled?

The mediator reviews all the exchanges related to the order (brief, messages, deliveries, revision requests, service description, and shared files) to make a fair and impartial decision. If needed, they may ask both parties for additional information.

🔹 Depending on the situation, the mediator may decide to:

✔ Issue a full refund → If the order doesn’t meet expectations, the seller didn’t follow the Terms of Service, or the order process wasn’t followed.

✔ Issue a partial refund → If part of the work is acceptable or a compromise is reached between both parties.

✔ Reactivate the order → If the issue stems from a misunderstanding, the order may be resumed so the seller can complete the work.

✔ Validate the order and pay the seller → If the delivery matches the initial brief, the order is finalized, and the seller is paid.

💡 Important: The mediator can only consider exchanges that occurred on ComeUp. Any communication or delivery made outside the platform will not be taken into account.

➡ Once a decision is made, it is final and cannot be changed.

⚠️ Common questions about mediation

🤔 Does the mediator favor the buyer or the seller?

No. The mediator is completely neutral and does not side with either party. ComeUp has no interest in favoring one side. The goal is to find the fairest resolution based on the facts.

💡 Tip: To maximize your chances of a favorable outcome, keep all communication on the platform and provide clear, well-documented exchanges.

📢 What happens after mediation?

Once a decision is made, the dispute is closed based on the mediator’s outcome (refund, reactivation, or validation). If the mediator decides to finalize the order, the buyer will not be able to leave a review, as the completion was determined by the mediator, not the buyer.