Dispute Resolution (Trustful)

In the Trustful model, Ruxaby moderators act as neutral arbitrators to resolve disputes between buyers and sellers. This process is designed to be fair, evidence-based, and efficient while maintaining the platform’s integrity.

Valid Evidence Guidelines

For Buyers

Product Not as Described:

High-quality photos comparing received item to listing photos
Screenshots of product description alongside photos of actual item
Video unboxing footage (timestamped and unedited)
Measurements or specifications that differ from listing
Screenshots of seller communications promising different features

Damaged or Defective Products:

Clear photos of damage from multiple angles
Close-up images of defects or malfunctions
Video demonstrating functional issues
Original packaging showing damage during shipping
Comparison with product images from listing

Non-Delivery Issues:

Screenshots of tracking showing “delivered” status
Photos of delivery location showing no package
Communication with shipping carrier about delivery issues
Neighbor/building manager statements (if applicable)
Security camera footage (if available)

Invalid Evidence:

Blurry or unclear photos
Images that could be easily manipulated
Claims without supporting documentation
Screenshots from unrelated transactions
Evidence submitted after significant delays without explanation

For Sellers

Proof of Correct Shipment:

Pre-shipping photos of exact item sent
Packaging photos showing proper protection
Shipping receipt with correct weight/dimensions
Tracking information showing successful delivery
Communication logs with buyer

Evidence Against False Claims:

Timestamps on pre-shipping photos
Video of packaging process
Purchase receipts for authentic products
Screenshots of buyer’s previous behavior/reviews
Communication showing buyer’s acknowledgment

Delivery Confirmation:

Carrier delivery confirmation
Signature confirmation (if available)
GPS delivery location data
Photos from delivery driver
Proof of address verification

Moderator Review Process

Initial Assessment (24-48 hours)

Evidence Collection:

Moderators review all submitted evidence from both parties
Request additional documentation if needed
Verify tracking information independently
Cross-reference with platform policies

Preliminary Review:

Check for obvious fraud indicators
Assess evidence quality and completeness
Identify key points of dispute
Determine if additional investigation is needed

Detailed Investigation (2-5 business days)

Evidence Analysis:

Photo/video forensics for tampering signs
Independent tracking verification with carriers
Platform history review for both parties
Communication pattern analysis
Comparison with similar resolved cases

Third-Party Verification:

Contact shipping carriers when necessary
Verify product specifications with manufacturers
Cross-check delivery addresses and recipient information
Consult external databases for product authenticity

Decision Framework

Primary Considerations:

Evidence Quality: Clear, unambiguous proof takes precedence
Timeline Consistency: Actions and claims must align chronologically
Platform History: User reputation and past behavior patterns
Policy Compliance: Adherence to platform terms and listing accuracy
Communication Record: Good faith efforts to resolve directly

Decision Matrix:

Strong evidence from one party: Clear resolution in their favor
Conflicting evidence: Deeper investigation or split resolution
Insufficient evidence: Status quo maintained or shared responsibility
Policy violations: Resolution based on platform rules

Resolution Outcomes

Full Buyer Refund

Scenarios:

Product significantly different from description (>30% variance in key features)
Confirmed non-delivery with verified address
Damaged product due to seller’s poor packaging
Seller provided false tracking information
Clear evidence of fraudulent listing

Process:

100% of product price returned to buyer
Seller account receives negative mark
Listing may be removed if severely inaccurate
Case precedent recorded for similar future disputes

Full Seller Payment

Scenarios:

Product delivered exactly as described
Buyer attempting fraudulent chargeback
Evidence shows buyer damaged product after delivery
Buyer’s claims contradicted by delivery confirmation
Clear evidence of buyer fraud attempt

Process:

100% of escrowed funds released to seller
Buyer account receives negative mark
Fraudulent buyers may face account restrictions
Case details shared with other marketplaces if severe fraud

Partial Resolutions

Scenarios:

Minor defects not affecting core functionality (10-30% refund)
Shipping delays caused by seller negligence (shipping fee refund)
Slight description inaccuracies that don’t affect usability
Both parties share responsibility for communication breakdown

Split Examples:

70% to seller, 30% refund to buyer for minor defects
85% to seller, 15% refund for shipping delays
50/50 split when fault cannot be clearly determined
Custom splits based on proportional responsibility

No Resolution Changes

Scenarios:

Equal evidence from both parties with no clear winner
Both parties violated platform policies
Insufficient evidence from both sides
Frivolous complaints without merit

Outcome:

Original transaction stands as completed
Both parties may receive educational guidance
Case marked as learning opportunity for policy refinement

Timeline Expectations

Dispute Filing: Immediate (during processing or within 7 days of delivery) Initial Response: 24-48 hours Evidence Collection: 2-3 business days Moderator Decision: 3-10 business days total Resolution Implementation: 1-2 business days after decision Appeal Window: 3 business days after resolution

Appeal Process

Grounds for Appeal

New evidence discovered after initial decision
Procedural errors in moderator review
Evidence of moderator bias or conflict of interest
Significant policy misinterpretation affecting outcome

Appeal Limitations

Appeals must be filed within 3 business days
Only one appeal allowed per dispute
Appeal review conducted by senior moderator team
Additional evidence must be substantial and relevant
Frivolous appeals may result in account penalties

Platform Improvements

Learning from Disputes

Data Collection:

Common dispute patterns and resolution outcomes
Seller behavior that leads to disputes
Buyer fraud indicators and prevention methods
Evidence types that lead to successful resolutions

Policy Refinement:

Regular updates based on dispute trends
Clearer guidelines for listing requirements
Enhanced verification processes for high-risk categories
Improved communication tools to prevent disputes

Transparency Measures

Public Metrics:

Overall dispute resolution rate
Average resolution timeframes
Anonymized case studies for educational purposes
Platform policy updates and rationale

User Education:

Best practices guides based on successful cases
Common mistake prevention resources
Evidence submission tutorials
Dispute prevention communication templates

The Trustful model’s dispute resolution system is designed to maintain trust in the platform while ensuring fair outcomes for all parties. Success depends on users providing clear evidence and moderators making impartial, policy-based decisions that serve the long-term health of the marketplace.