When to open a dispute
Open a dispute when a recorded transaction has gone wrong and direct communication hasn't fixed it. Typical cases:
- A deposit that wasn't returned as agreed.
- A property materially different from its listing.
- A payment issue — wrong amount, duplicate, or funds not applied.
- A breach of the agreed terms, or misrepresentation during the transaction.
Disputes are linked to a recorded property, payment, agreement or application — so the record of what actually happened is already attached.
Before opening a dispute
- Message the other party first — many concerns are misunderstandings that a recorded conversation resolves.
- Check the transaction record — payment status, agreement terms and listing details are all in your workspace.
- Gather what you have — on-platform messages and receipts attach automatically; anything else you'll add during the case.
How to submit a dispute
- Open Disputes in your workspace and choose Open a dispute.
- Select the category that fits — deposit return, property condition, payment issue, contract breach, misrepresentation, fraud suspicion, service failure or other.
- Link the transaction record (property, payment, agreement or application).
- Describe the issue clearly — at least 20 characters, focused on facts and dates.
- Submit. If escrowed funds are linked to the disputed payment, they are frozen automatically until the case closes.
Evidence & documentation
Strong evidence is specific and tied to the record: platform messages, receipts, the listing's own details versus what you found, signed agreements. Everything that happened on-platform is already connected to the transaction.
If reviewers need more, the case moves to evidence requested and you'll be asked to provide a specific piece of evidence, with a description of what it shows.
Review process
A dispute moves through a defined lifecycle: opened → under review → (evidence requested) → decision issued. Reviewers are platform staff with dispute-management permissions; they consider the recorded evidence and both parties' input. Every step is written to the dispute's timeline, and both parties can see where the case stands.
Communication
Case updates appear in your notifications and in the dispute record itself. Keep case-related discussion in the platform so it becomes part of the record — off-platform conversations can't be considered the same way.
Resolution
A decision is issued on the record. Depending on the outcome, escrowed funds are released to the entitled party or refunded to the payer — always through a recorded action with a reason. The decision explains what it was based on.
Appeals & escalation
If you believe a decision missed relevant facts, you can appeal. An appeal reopens the case for review (appealed → appeal review) with your reasons considered against the recorded evidence. External arbitration is not currently part of the platform's process.
Closing a dispute
A dispute closes when it is resolved (decision executed) or withdrawn by the complainant. The record — timeline, evidence and decision — remains attached to the transaction for future reference.