Handling disputes

Occasionally, a buyer may request a refund or a dispute may arise regarding a physical shipment. Handling these situations professionally ensures the best outcome for your shop.

Managing Refund Requests

If a buyer initiates a refund request (typically during the 7-day grace period), you will be notified via the protocol.

Possible Actions

Accepting the Refund: If the item was not shipped, was lost in transit, or was returned, approving the refund is the best course of action.
- Result: The escrow smart contract immediately releases funds to the buyer.
Declining the Refund: If you have fulfilled your obligations and have proof of delivery, you may choose to decline.
- Next Step: We strongly recommend communicating directly with the buyer to provide tracking proof or resolve any misunderstandings.

The Dispute State

If a resolution cannot be reached after a refund request is declined, the order enters a dispute state.

Funds Security: During a dispute, funds remain securely in the escrow smart contract. Algoosh does not take custody of these funds.
Evidence Collection: Gather all proof of fulfillment:
- Shipping receipts
- Carrier tracking logs (showing “delivered” status)
- Photos of the packaged items

Professional Arbitration (Last Resort)

If direct communication fails, either party can escalate to Arbitration.

Review Process: Algoosh reviews documentation provided by both parties.
Decision Criteria: The arbitrator determines if the physical delivery was completed as described in the order.
Escrow Signal: Algoosh sends a signal to the smart contract to release funds to the rightful party.