Dispute Resolution

How STANDARD handles disagreements between buyers and providers fairly and transparently.

When Can I Open a Dispute?

You can open a dispute on any order that is in held, delivered, or completed status. Only the buyer who placed the order can initiate a dispute.

Valid reasons for disputes include:

  • Not Delivered — The provider didn't deliver the work
  • Not As Described — The deliverable doesn't match what was promised
  • Quality Issue — The work doesn't meet reasonable quality standards
  • Communication Issue — The provider is unresponsive or unprofessional
  • Unauthorized Charge — You didn't authorize this payment

The 3-Stage Process

STANDARD uses a structured 3-stage dispute process designed to resolve issues as quickly and fairly as possible.

Stage 1: Direct Negotiation (48 hours)

When you open a dispute, you and the provider have 48 hours to work things out directly. During this time:

  • Both parties can exchange messages in the dispute thread
  • You can attach files as evidence (screenshots, deliverables, etc.)
  • The provider can offer a revised deliverable or partial refund
  • Either party can escalate to admin mediation at any time

Stage 2: Admin Mediation

If Stage 1 doesn't resolve the issue (or either party escalates), a STANDARD admin steps in:

  • An admin will respond within 24 hours
  • The admin reviews all evidence: order details, messages, deliverables, and dispute thread
  • Resolution target: 72 hours from escalation
  • The admin decides: full refund, full release, or a fair split

Stage 3: Appeal (48-hour window)

After an admin resolves the dispute, either party can appeal within 48 hours:

  • Appeals are reviewed by a different admin for impartiality
  • The appeal admin can uphold or overturn the original decision
  • Appeal decisions are final

Possible Resolutions

Resolution What Happens
Full Refund The entire payment is returned to the buyer. The provider receives nothing.
Full Release The entire payment is released to the provider. The buyer's dispute is denied.
Split The payment is divided between buyer (refund) and provider (release) based on what's fair.

Automatic Protections

Auto-Escalation

If Stage 1 expires without resolution, the dispute is automatically escalated to admin mediation. You don't need to do anything.

Auto-Refund Safety Net

If a dispute remains unresolved for 7 days total, the buyer automatically receives a full refund. This ensures disputes can't drag on indefinitely.

Anti-Retaliation

After a buyer-favorable resolution, the provider is restricted from contacting the buyer for 30 days. This prevents any form of retaliation or harassment.

Extending Your Hold Period

If you need more time to review a deliverable before the escrow hold expires, you can extend the hold period by 24–48 hours. This can only be done once per order.

Tips for a Smooth Resolution

  • Communicate clearly — Explain the issue specifically with examples
  • Provide evidence — Screenshots, files, and specific references help admins decide
  • Respond promptly — The 48-hour window goes fast
  • Be reasonable — Partial solutions (splits) often work best for both parties
  • Use revisions first — If the work is close but not right, request a revision before disputing

Chargebacks

Filing a chargeback with your bank instead of using STANDARD's dispute process will:

  • Freeze all transfers on the order immediately
  • Automatically create a dispute at Stage 2 (admin mediation)
  • Take significantly longer to resolve (banks can take 60–90 days)

We strongly recommend using STANDARD's built-in dispute process first. It's faster and designed to be fair to both parties.