Dispute statuses & timelines
Every dispute moves through a small set of statuses. Here's what each one means and roughly how long it takes.
Your dispute has been submitted and is waiting to be picked up by the review team.
Typical timeline Usually moves to Under Review within 1 business day.
A member of our team is actively reviewing the evidence from both sides. They may request additional evidence from either party during this stage.
Typical timeline 2–5 business days, depending on how quickly evidence is provided.
The case needs a senior reviewer — usually because it involves a larger amount, conflicting evidence, or a repeat issue.
Typical timeline Adds 2–3 business days on top of the standard review time.
A decision has been made: approved (full refund/compensation), partial, or denied. Both parties are notified with the reasoning.
Typical timeline Final — see the resolution note on the dispute for details.
The case is closed and archived. Resolved disputes are closed automatically after the outcome is actioned (e.g. refund processed).
Typical timeline No further action needed.
How a dispute resolves
When a dispute reaches Resolved, it ends in one of three ways:
- Approved — the full requested refund or compensation is issued;
- Partial — part of the requested amount is issued, with a note explaining why;
- Denied — no refund or compensation, with a note explaining the reasoning.
If a resolution finds a party acted in bad faith or breached platform guidelines, a penalty may also be applied to their account separately from the refund decision.
What's visible to you
Both parties can see the dispute's status, type, description, and submitted evidence. Internal reviewer notes are not shown to either party — only the final resolution and its explanation.
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