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

If you are unable to reach an agreement with your buyer, 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 buyer, 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: the buyer can also file a claim on their side (the process is the same).

Filing a claim

As a seller, you can file a claim at any time as long as the order is still in progress (and not completed).

⚠️ An order that has been completed/validated means that the order has been finalized: 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 (elements that are verifiable and related to the instructions).
  • Once submitted, the buyer 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 been reviewed yet by a mediator, you can modify 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 other party will simply know that the claim 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 buyer is not responding”, “I don’t like the buyer’s tone”, etc.)

👉 A claim is used to assess whether the order 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-compliant order, terms and conditions not respected, process not followed, etc.

✔ Partial refund: part of the work is compliant / agreement is possible between both parties

✔ Order restart: if the dispute is due to a misunderstanding, the order may be reactivated

✔ Order validation: if the delivery is deemed to comply with the instructions, the order is finalized, and you will be 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 party. 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 ComeUp.

📢 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 close 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.