Hey, sometimes things don’t work out as planned. Our disputes team will help to resolve this for you, the following should give you a good summary of what the process is, when to use it and what to expect.
Who can dispute a transaction?
Either party can dispute a transaction by pressing “dispute” on a particular transaction. Please only dispute transactions if either the other party is completely non-responsive or is not agreeing to deliver the service/goods. Speaking to the other party and common sense prevents most disputes from happening.
Do disputes cost money?
Typically it is free to dispute - however, in some cases, the dispute may large, complex or over and above our team's experience or knowledge. If this is the case, our team will let you know and you will need to mutually agree with the other party and appoint a preferred Alternative Disputes Resolution professional to work with and handle your dispute. You will need to share this additional cost with the other party. This is the fairest way that we can do things.
When should I dispute a transaction?
Raise a dispute if you feel that you won’t be able to come to an agreement with the other party. For example, you may want to raise a dispute if the other party is unresponsive, if they are not delivering the service or goods as agreed, or if the funds are not being released. If you are unsure, you can get in touch with us at firstname.lastname@example.org and we will help you decide what to do.
What happens next?
If either party has raised a dispute, trustshare will reach out to both parties notifying them that this transaction is disputed. Both parties have 7 working days to resolve the dispute, if it is resolved within this time, we will cancel the dispute in order for the agreed arrangements to be completed.
If a resolution is not reached, it will be escalated to us and we will make this decision for you. We will request evidence to be uploaded within 4 working days and a decision will be made within 3 working days. A decision will be made based on all of the information and evidence provided by both parties. Please note that any decision made by us is final.
In some cases, our team may not be able to come to a decision. If this is the case, our team will let you know and you will need to mutually agree with the other party and appoint a preferred Alternative Disputes Resolution professional to work with and handle your dispute.
What happens if you are not happy with the outcome to the dispute?
We make decisions based on our best judgement from the supporting evidence that we have available at the time. You are still able to appoint an Alternative Disputes Resolution professional but this would be separate to trustshare as our decision is final.
Can I raise a dispute after I’ve released funds?
Unfortunately not, once funds have been released, our service is completed. This is why it’s very important that you only release funds once you are happy. As mentioned above, you can open proceedings with the other party but this would be separate to trustshare.