Claims and disputes as a buyer: how do they work?

If you are unable to reach an agreement with your seller, you can file a claim with ComeUp’s mediation team.
👉 This step should only be used after attempting to resolve the issue directly with your seller, as it involves intervention from the ComeUp mediation team and may result in a decision that is not necessarily in your favor.

How does the process work?

  1. You fill out a claim form.
  2. If the claim is complete and admissible, it may be converted into a dispute by a mediator.
  3. In the event of a dispute, the order is frozen until a final decision is made.
Please note that the seller can also file a claim against you.

Filing a claim

As a buyer, you can file a claim at any time as long as the order is still in progress (and not completed).
⚠️ An order that you have completed/validated means that you have accepted to pay the seller: it is therefore no longer possible to open a claim.
Where can you find the form?
From the order page, in the “order process” section (on the left on desktop / via the left tab on mobile):
More options → File a claim
What to know before submitting
  • The mediator has access to the entire order: instructions, messages, deliveries, files, service description, etc.
  • Stay factual and get straight to the point (only what is verifiable and related to the instructions).
  • Once submitted, the seller is notified: take this opportunity to restart the discussion (this can help unblock the situation).

Modifying or canceling a claim

As long as your claim has not yet been reviewed by a mediator, you can change it, add information, or cancel it directly from the widget displayed in the order chat.

If the claim is rejected

If the mediator considers that the claim is not admissible, it is rejected, and the reason is indicated in the chat (for the person who filed it). The seller will only know that it was not accepted.
➡️ You can then submit a new claim, taking the feedback into account.

Common reasons for rejection

  • Incomplete or insufficiently detailed claim
  • Invalid reason (e.g., “the seller is not responding”, “I don’t like the seller’s tone”, etc.)
  • 👉 A claim is used to assess whether the work complies with the validated instructions.
  • Request that can be handled without mediation when both parties agree (cancellation, partial refund, adjustment, etc.)
  • Another reason: it will be explained in the mediator’s feedback.

If the claim is converted into a dispute

After review, if the claim is deemed admissible, the mediator converts it into a dispute.
➡️ As soon as a dispute is opened:
  • The order is frozen (no further modifications are possible),
  • “Free” exchanges between the buyer and the seller are blocked: the mediator takes over the resolution process.
The mediator reviews the entire order (instructions, messages, deliveries, files, etc.) and may ask questions to both parties.

Possible mediator decisions

✔ Full refund: non-matching order, terms and conditions not respected, process not followed, etc.
✔ Partial refund: part of the work matches / agreement possible between the parties
✔ Order restart: if the dispute is due to a misunderstanding, the order may be reactivated
✔ Order validation: if the delivery is deemed to match the instructions, the order is finalized, and the seller is paid 
💡 Important: The mediator bases their decision solely on the elements available on ComeUp. Any discussion or delivery carried out outside the platform cannot be taken into account.
➡️ Once issued, the decision is final and binding.

🤔 Does the mediator favor the seller or the buyer?

No. The mediator is completely neutral and favors neither the buyer nor the seller. ComeUp has no interest in favoring one party over the other. The goal is to find the fairest solution based on the facts.
💡 Tip: To maximize your chances of a favorable resolution, make sure to properly document your exchanges and always communicate via the platform.

📢 What happens after mediation?

Once a decision has been made, the dispute is closed with the outcome decided by the mediator (refund, restart, or validation). If the mediator decides to end the order, the buyer will not be able to leave a review, since the decision to close the order did not come from the buyer but from the mediator.