Seller 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 buyer.
📌 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, you did not respect the terms and conditions or the order 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 results from a simple misunderstanding, the order can be reactivated to allow you to finish your 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 for the buyer.
- Restart the order.
- Full payment to the seller.
The mediator will explain precisely the reasons for their decision.
Their decision is firm and final. It will no longer be contestable.
Won't the mediator favor the buyer?
No, the mediator is entirely neutral. ComeUp gains no benefit in choosing a side between the seller and the buyer.
📌 They only analyze facts and base their decision on:
- Discussions held on ComeUp.
- What was agreed upon at the beginning and the delivered results.
- Obligations laid out in your service.
💡 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 the buyer leave a review after a dispute has been mediated?
No, an order closed after a dispute doesn't allow the buyer to leave a review because the decision to close the order does not come from the buyer or the seller but from the mediator.