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Dispute Resolution

When transactions don't go as planned, RTC Collector provides a structured dispute resolution process. Admin staff mediate disputes between buyers and sellers to ensure fair outcomes.

Overview​

The dispute system protects both buyers and sellers:

For Buyers:

  • Item not received
  • Item not as described
  • Payment issues
  • Shipping problems

For Sellers:

  • False claims
  • Unreasonable buyers
  • Payment disputes
  • Return issues

Admin Role:

  • Review evidence from both parties
  • Investigate transaction history
  • Make binding decisions
  • Process refunds or compensations

When to Open a Dispute​

Valid Reasons​

Item Not Received:

  • Tracking shows delivered but you didn't get it
  • Package lost in transit
  • Seller never shipped
  • Seller provided fake tracking

Item Not as Described:

  • Condition worse than described
  • Missing parts or accessories
  • Wrong item shipped
  • Counterfeit or replica when authentic advertised
  • Significant undisclosed damage

Payment Issues:

  • Charged wrong amount
  • Double charged
  • Payment processed but transaction shows unpaid
  • Refund not received after cancellation

Shipping Issues:

  • Package damaged in transit
  • Wrong shipping method used
  • Seller didn't use tracking
  • International customs problems

Other Issues:

  • Communication breakdown
  • Seller demands additional payment
  • Buyer refuses to confirm delivery
  • Terms of sale not honored

When NOT to Dispute​

Don't open disputes for:

  • Minor cosmetic issues you can live with
  • Buyer's remorse (you changed your mind)
  • Items delayed due to carrier issues (not seller's fault)
  • Subjective preferences ("I thought it would be nicer")
  • Issues you didn't raise with seller first

Try First:

  • Message the other party directly
  • Explain the problem clearly
  • Give them chance to resolve
  • Negotiate a solution together
  • Only dispute if communication fails

Dispute Eligibility​

You can only dispute transactions that meet these requirements:

Transaction Status:

  • PAID - Payment completed
  • SHIPPED - Item in transit
  • DELIVERED - Item marked delivered
  • COMPLETED - Transaction completed

Can't Dispute:

  • Pending transactions (not yet paid)
  • Canceled transactions
  • Refunded transactions
  • Transactions already in dispute

Time Limits: No automatic time limits, but disputes work best when opened promptly (within 30 days of delivery).

Creating a Dispute​

Before You Start​

Gather Evidence:

  • Photos of item/damage
  • Screenshots of listing description
  • Tracking information
  • Message history with other party
  • Receipt or payment proof
  • Any other relevant documentation

Opening a Dispute​

From the Transaction Page:

  1. Open the transaction detail page for the relevant purchase or sale
  2. Tap Report Problem to open the dispute form directly from the transaction
  3. Fill in the dispute form
  4. Submit for admin review

From the Disputes Tab: You can also view all your disputes from the Disputes tab in the Marketplace section. This tab shows all open, in-review, and resolved disputes with quick links back to the related transaction.

Dispute Form Fields:

Type (required) - Select one:

  • Item Not Received
  • Item Not as Described
  • Payment Issue
  • Shipping Issue
  • Other

Subject (required):

  • Brief description (1-200 characters)
  • Summarize the problem
  • Example: "Console missing controller as shown in photos"

Description (required):

  • Detailed explanation (10-2000 characters)
  • What went wrong
  • What you expected
  • What actually happened
  • Steps you've taken to resolve
  • What outcome you want

Tips for Good Descriptions:

  • Be specific and factual
  • Avoid emotional language
  • Include timeline of events
  • Reference photos or messages
  • State desired resolution clearly

What Happens After Submission​

Immediate Actions:

  1. Dispute creates automatically
  2. Transaction status changes to DISPUTED
  3. Dispute conversation starts
  4. Both parties receive email notification
  5. Admin adds dispute to review queue

Transaction Freeze:

  • No further actions allowed on transaction
  • Can't confirm delivery
  • Can't complete transaction
  • Can't cancel until dispute resolves

Dispute Conversation​

Every dispute includes a private conversation between buyer, seller, and admin.

Messaging​

How to Message:

  1. Go to dispute detail page
  2. View conversation thread
  3. Type message in box (up to 2000 characters)
  4. Click Send

Message Features:

  • Real-time delivery
  • Message history preserved
  • Admin can read all messages
  • Both parties can respond
  • System messages for status updates

What to Include:

  • New evidence as you find it
  • Clarifications of original complaint
  • Responses to other party's claims
  • Additional photos or documentation
  • Willingness to compromise

Communication Tips:

  • Stay professional and courteous
  • Stick to facts, not attacks
  • Respond promptly (within 24-48 hours)
  • Provide evidence for claims
  • Be willing to negotiate

Status Updates​

Dispute moves through statuses:

OPEN - Just created, waiting for admin review IN_REVIEW - Admin actively investigating RESOLVED - Admin made decision CLOSED - Case closed, no further action

You receive email notifications for status changes.

Admin Review Process​

Investigation Steps​

What Admins Do:

  1. Review original listing and description
  2. Read all messages between parties
  3. Examine photos and evidence
  4. Check transaction history
  5. Review user reputation and past disputes
  6. Verify tracking and shipping details
  7. Assess credibility of claims

Timeline:

  • Initial review: 1-3 business days
  • Additional information requests: 1-2 days per round
  • Final decision: 3-7 business days total

Admin May Request:

  • Additional photos
  • More detailed explanation
  • Specific documentation
  • Video evidence
  • Third-party verification

Evidence Evaluation​

Strong Evidence:

  • Photos showing discrepancy
  • Tracking showing non-delivery
  • Screenshots of original listing
  • Timestamped communications
  • Expert opinions (for authenticity)

Weak Evidence:

  • "He said, she said" claims without proof
  • Vague complaints
  • Contradictory statements
  • Evidence that doesn't match complaint

Dispute Outcomes​

Admin resolves disputes with one of four outcomes:

Buyer Favor​

Meaning: Buyer's complaint is valid

Possible Actions:

  • Full refund issued
  • Partial refund (if item has some value)
  • Buyer keeps item (if defect is minor)
  • Seller account warned or restricted

Example Scenarios:

  • Item significantly not as described
  • Seller never shipped item
  • Seller sent wrong item entirely
  • Item arrived damaged due to poor packaging

Seller Favor​

Meaning: Seller followed terms, buyer's claim invalid

Possible Actions:

  • No refund issued
  • Transaction marked completed
  • Buyer account warned (if frivolous)
  • Seller receives full payment

Example Scenarios:

  • Item matches description accurately
  • Damage occurred after delivery
  • Buyer's remorse, not defect
  • Buyer failed to confirm reasonable delivery

Mutual Agreement​

Meaning: Both parties negotiated resolution

Possible Actions:

  • Partial refund agreed upon
  • Item return arranged
  • Compensation from seller
  • Both parties satisfied

Example Scenarios:

  • Minor issue, buyer accepts discount
  • Return agreed with partial refund for shipping
  • Seller provides replacement part
  • Both compromise on value

No Action​

Meaning: Insufficient evidence or invalid dispute

Possible Actions:

  • Dispute closed without changes
  • Transaction continues as-is
  • Both parties warned about proper use

Example Scenarios:

  • Frivolous complaint
  • Issue outside platform control
  • Both parties unreachable
  • Evidence contradictory from both sides

Refunds and Compensation​

Refund Types​

Full Refund:

  • Entire transaction amount returned to buyer
  • Includes item price and shipping
  • Seller doesn't receive payment
  • Issued within 5-7 business days

Partial Refund:

  • Percentage of transaction returned
  • Based on diminished value
  • Example: 50% if item works but cosmetic damage
  • Seller receives remaining amount

Compensation:

  • Seller pays additional to buyer
  • For issues not warranting full refund
  • Example: $20 for missing accessory
  • Separate from transaction amount

Refund Process​

If Refund Approved:

  1. Admin processes refund in system
  2. Payment reverses to original method
  3. Both parties notified via email
  4. Transaction updates to REFUNDED status
  5. Funds appear in 5-7 business days

Marketplace Balance: If paid via marketplace balance, refund returns instantly to your balance.

Stripe/Card Payments: Refunds take 5-10 business days to appear, depending on your bank.

Return Shipping​

Buyer's Responsibility (usually):

  • If item not as described, buyer ships back
  • Admin may award return shipping cost
  • Buyer pays upfront, gets reimbursed

Seller's Responsibility (sometimes):

  • If seller agrees to cover return
  • Admin orders seller to pay return shipping
  • Deducted from seller's refund amount

Item Disposition:

  • Buyer may keep item (if partial refund)
  • Buyer ships item back (if full refund)
  • Admin decides based on outcome

Dispute Resolution FAQ​

How long does resolution take?​

Typically 3-7 business days. Complex cases may take 10-14 days if additional investigation or evidence is needed.

Can I cancel a dispute after opening?​

Not directly. Contact admin via dispute conversation and request closure. If both parties agree to resolve privately, admin can close it.

What if I disagree with admin's decision?​

Admin decisions are final and binding. Appeals are not accepted except in cases of clear error (incorrect evidence reviewed, wrong user, technical mistake).

Can I open multiple disputes for one transaction?​

No. Only one dispute allowed per transaction. Raise all issues in the initial dispute.

What happens if the other party doesn't respond?​

Admin reviews based on available evidence. Non-response doesn't automatically favor the active party, but it weakens non-responder's case.

Does opening a dispute hurt my reputation?​

No, if legitimate. Frivolous or fraudulent disputes may result in warnings or account restrictions.

Can sellers refuse disputes?​

No. Once opened, seller must participate. However, seller can present their defense and evidence.

What if tracking shows delivered but I didn't receive it?​

Dispute as "Item Not Received." Admin investigates further (GPS coordinates, signature, photo proof, neighbor delivery, etc.).

Can I update my dispute after submission?​

Yes, via the dispute conversation. Add new information, evidence, or clarifications as messages.

What if the seller sent a replacement?​

Communicate this in dispute messages. If issue resolves during dispute, both parties can request closure. Admin confirms and closes dispute.

Are disputes public?​

No. Disputes are private between buyer, seller, and admin staff. They don't appear on user profiles or affect public ratings unless outcome involves account action.

Can I message the admin directly?​

Yes, via the dispute conversation. Messages go to the admin reviewing your case.

What if I have more evidence later?​

Submit it via dispute conversation as soon as you have it. Admins consider new evidence up until they make a final decision.

Can both parties open a dispute?​

No. Once one party opens a dispute, that's the only dispute for the transaction. Both parties participate in the same dispute process.

What happens to trades in disputes?​

If one item already shipped, that party's item status freezes. If neither shipped yet, both parties instructed to hold. Admin decides next steps based on evidence.

Best Practices​

For Buyers​

Before Disputing:

  • Contact seller first, give 2-3 days to respond
  • Explain issue clearly and politely
  • Request resolution (replacement, refund, discount)
  • Only dispute if seller unresponsive or unreasonable

During Dispute:

  • Respond promptly to admin requests
  • Provide clear, high-quality photos
  • Be honest about condition and issues
  • Don't exaggerate or misrepresent
  • Consider reasonable compromises

For Sellers​

Preventing Disputes:

  • Describe items accurately and honestly
  • Photograph all flaws clearly
  • Package items securely
  • Ship promptly with tracking
  • Communicate proactively

During Dispute:

  • Stay calm and professional
  • Provide evidence of accurate description
  • Show proof of proper packaging and shipping
  • Offer reasonable resolutions
  • Don't ignore buyer's concerns

For Everyone​

Evidence Matters:

  • Photos are crucial (before shipping, after receiving)
  • Save all communication
  • Document everything
  • Timestamp when possible
  • Keep receipts and tracking

Communication:

  • Professional tone always
  • Factual, not emotional
  • Prompt responses
  • Willingness to compromise
  • Respect for process

Platform Guidelines:

  • Follow terms of service
  • Use dispute system properly
  • Don't abuse process
  • Accept final decisions
  • Learn from experience

After Resolution​

If You Win​

Buyer:

  • Refund processed automatically
  • Leave honest feedback about experience
  • Block seller if necessary
  • Report if suspect fraud

Seller:

  • Funds released to you
  • Leave honest feedback
  • Block buyer if bad faith dispute
  • Continue selling with confidence

If You Lose​

Buyer:

  • No refund issued
  • Transaction marked completed
  • Item is yours to keep
  • Can't re-dispute same issue

Seller:

  • Payment held or refunded
  • Item may need returning to you
  • Address issues raised to prevent future disputes
  • Improve listings if feedback indicates problems

Appealing Decisions​

Very Limited:

  • Only for clear factual errors
  • Contact support with specific error
  • Provide proof of mistake
  • Admin reviews (not guaranteed to change)

Examples of Valid Appeals:

  • Wrong transaction reviewed
  • Evidence not considered that was submitted
  • Technical error in refund processing
  • Obvious misunderstanding of facts

Not Valid Appeals:

  • "I disagree with decision"
  • "It's not fair"
  • New evidence not provided initially
  • Changed circumstances after decision

Tips for Avoiding Disputes​

For Buyers​

  • Read descriptions thoroughly
  • Ask questions before buying
  • Check seller ratings
  • Use tracked shipping
  • Confirm delivery promptly
  • Communicate concerns immediately

For Sellers​

  • Describe accurately, include flaws
  • Take many clear photos
  • Package securely
  • Use tracking always
  • Ship within stated time
  • Respond to messages quickly
  • Stand behind your listings