Buyer order process: The dispute

As soon as you open a dispute, the order is frozen: it can no longer be changed. The chat is blocked. You can no longer talk directly with the seller.

📌 An unbiased mediator is assigned to the dispute, usually within 24 to 48 hours to analyze the situation and find the best solution transparently and impartially.

👉 How does the mediation work?

• Once assigned to the dispute, the mediator analyzes the entirety of the order (exchanges, deliveries, requests, service texts).
• Their role is neutral: They do not favor the client or the seller.
• If needed, they will ask you and the seller questions to get a better understanding of the situation.

Based on the situation, the mediator will decide:

A total refund → If the order does not match what was initially agreed upon, the seller did not respect our terms and conditions or did not respect the process.

A partial refund → If a part of the work matches what was agreed upon or an agreement has been reached between the two parties.

Restart order → If the dispute is the result of a simple misunderstanding, the order can be reactivated to allow the seller to finish their work.

Full payment to the seller → If the delivery is considered to match what was initially agreed upon, the order will be finalized, and the seller will be paid.

⚠️ The mediator will only be able to use the exchanges that took place on ComeUp to make a decision. If discussions took place outside the platform, they will not be considered during the dispute.

What happens once the mediator has made their decision?

Once a decision is made, the order will be closed depending on the outcome of the dispute: total or partial refund, restart the order, or pay the seller. The mediator will explain the reasons and the decision. Their decision is firm and final. It will no longer be contestable.

Won't the mediator favor the seller?

No, the mediator is entirely neutral. ComeUp gains no benefit to choosing a side between the seller and the buyer. The important part is to be fair and to make an impartial decision based on the information gathered. We do our best to explain our decision. Don't hesitate to ask for precisions. We'll always be available to answer.

💡 Pro tip: To maximize your chances of having a fair resolution, make sure you always communicate and document all exchanges directly on the platform. 

Can I leave a review after a dispute has been mediated?

No, an order closed after a dispute has been mediated doesn't allow you to leave a review because the decision to close the order does not come from the buyer but the mediator.

💡 Pro tip: If you had a negative experience with the seller and believe it should be reported, you can always contact the ComeUp customer service team.