Dispute Resolution Policy
Escora is committed to fair and transparent resolution of disputes between buyers and sellers. This Dispute Resolution Policy explains how we handle disagreements, investigate claims, and reach fair outcomes.
1. Purpose
This policy ensures that all disputes on the Escora platform are handled fairly, transparently, and efficiently. Our goal is to protect both buyers and sellers while maintaining trust in our escrow system.
2. When to File a Dispute
2.1 Buyers may file disputes when:
The item was not delivered within the agreed timeframe
The item received is significantly different from the description
The item is damaged, defective, or non-functional
The item is counterfeit or fake
The seller is unresponsive or refuses to resolve issues
2.2 Sellers may file disputes when:
The buyer provides false delivery information
The buyer falsely claims non-delivery after receiving the item
The buyer refuses to confirm delivery without valid reason
The buyer is unresponsive to delivery attempts
3. Dispute Filing Timeline
Buyers must file disputes within 60 hours of the scheduled shipped time. Disputes filed after this window may not be eligible for resolution.
Early filing is encouraged if issues arise before delivery.
Sellers should report buyer issues immediately when they occur.
4. How to File a Dispute
To file a dispute:
The more evidence you provide, the faster we can resolve your dispute.
Contact Escora immediately through WhatsApp by messaging Cora to open a dispute or contact our support line.
Provide your transaction reference number or details.
Clearly explain the issue and what resolution you seek.
Provide supporting evidence including photos, videos, screenshots, delivery receipts, or communication logs.
5. Dispute Investigation Process
5.1 Initial Review
Our dispute resolution team:
Reviews all disputes within 24 hours of filing
Verifies the transaction details and timeline
Reviews all evidence provided by both parties
May request additional information or evidence from either party
5.2 Communication with Both Parties
We contact both the buyer and seller to gather their perspectives.
Both parties have the opportunity to present their case.
We facilitate communication between parties when appropriate.
All parties must respond to our inquiries within 48 hours.
5.3 Evidence Collection
We accept various forms of evidence including:
Evidence must be clear, unaltered, and directly related to the dispute.
Photos or videos of the item showing condition or discrepancies
Delivery receipts or tracking information
Screenshots of conversations between buyer and seller
Bank statements or payment confirmations
Third-party verification such as courier confirmations
Any other relevant documentation
6. Resolution Timeline
We prioritize timely resolution while ensuring thoroughness and fairness.
Simple disputes with clear evidence are typically resolved within 3 business days.
Complex disputes requiring extensive investigation may take 5-7 business days.
Disputes requiring third-party verification may take up to 10 business days.
7. Possible Outcomes
7.1 Full Refund to Buyer
Issued when:
Refunds are processed within 24 hours of the decision.
The item was not delivered and seller cannot provide proof of delivery
The item is significantly different from description with evidence
The item is damaged or defective as proven by photos
The seller admits fault or fails to respond
7.2 Full Payment to Seller
Released when:
Payments are released within 24 hours of the decision.
The buyer received the item as described with seller providing delivery proof
The buyer's claim is found to be false or frivolous
The buyer fails to provide evidence supporting their claim
The buyer admits receipt or fails to respond
7.3 Partial Refund or Split Payment
Applied when:
The split amount is determined based on the severity of the issue and evidence provided.
Both parties share responsibility for the issue
The item has minor defects or discrepancies not justifying full refund
A compromise benefits both parties based on evidence
7.4 Transaction Cancellation
Occurs when:
Payments are refunded to the buyer minus any applicable fees.
Both parties agree to cancel before delivery
The transaction violates our Terms of Service
The transaction involves prohibited items or activities
8. Decision Criteria
Our decisions are based on:
We apply consistent standards across all disputes to ensure fairness.
Evidence quality and credibility
Compliance with transaction terms and item descriptions
Responsiveness and cooperation from both parties
Transaction history and user reputation
Platform policies and Terms of Service
Fairness and reasonableness of claims
9. Final Decisions
Escora's decisions in disputes are final and binding on both parties. We do not reverse decisions except in cases of clear error or new substantial evidence.
Users who disagree with decisions may provide additional evidence for reconsideration, but repeat requests without new evidence will not be reviewed. Our priority is fair and consistent application of our policies.
10. Preventing Disputes
10.1 For Sellers
Provide accurate and detailed item descriptions.
Take clear photos showing item condition.
Communicate delivery timelines clearly.
Respond promptly to buyer questions.
Provide proof of delivery through photos or receipts.
Package items securely to prevent damage.
10.2 For Buyers
Read item descriptions carefully before purchasing.
Ask questions before committing to purchase.
Provide accurate delivery information.
Inspect items immediately upon receipt.
Report issues within the 60-hour window.
Communicate clearly and respectfully with sellers.
11. Abuse Prevention
We take abuse of the dispute system seriously as it harms legitimate users.
11.1 Users who repeatedly file frivolous disputes face:
Warnings and account review
Temporary account suspension
Permanent ban from the platform
Loss of dispute privileges
11.2 Users who provide false evidence or manipulate the dispute process face:
Immediate account suspension
Permanent ban from the platform
Reporting to law enforcement if fraud is suspected
Potential legal action
12. Appeals Process
Users may appeal dispute decisions by:
Appeals must be submitted within 7 days of the original decision. Appeals are reviewed by a senior compliance officer. Appeal decisions are final and no further reviews will be conducted.
Providing new substantial evidence not previously available
Demonstrating clear procedural errors in the investigation
Showing that the decision was based on false information
13. Escalation to Authorities
In cases involving suspected criminal activity including fraud, theft, or counterfeit goods, we may report the matter to law enforcement authorities.
We cooperate fully with police investigations and provide all relevant transaction records and evidence. Users consent to this reporting when using our platform.
14. User Cooperation
Both parties must:
Failure to cooperate may result in decisions being made based on available evidence, which may not favor the uncooperative party.
Respond to dispute inquiries within 48 hours
Provide requested evidence promptly
Communicate respectfully with our dispute resolution team
Accept decisions made according to this policy
15. Confidentiality
Dispute details are kept confidential and shared only with:
We do not publicly disclose dispute information or share it with uninvolved users.
Involved parties
Our dispute resolution team
Relevant authorities when required by law
16. Policy Updates
This Dispute Resolution Policy may be updated periodically. Material changes will be communicated through our website and WhatsApp. Continued use of Escora after updates constitutes acceptance of the revised policy.
17. Contact Information
For questions about this policy or to file a dispute, contact us at:
Email: disputes@getescora.com
Website: www.getescora.com
Our Commitment
Escora is committed to fair and transparent dispute resolution. We protect both buyers and sellers and maintain the integrity of our escrow platform. Thank you for your cooperation in resolving issues fairly and professionally.
Escora — Fair resolution, trusted outcomes.
