Dispute Resolution Framework
Dispute Resolution Framework: Our systematic, rule-based approach to resolving transaction disagreements through clear procedures, evidence evaluation, and fair outcomes.
Rule-Based Resolution
At BayouBid, disputes aren't settled by arbitrary decisions or who argues more persuasively. Our system follows a predetermined set of rules that apply equally to all users regardless of status or transaction history.
Our Approach
- Clear, predefined rules for common dispute types
- Deterministic outcomes based on verifiable evidence
- Consistent application regardless of user status
- Transparent process with full documentation
- Structured timelines for each resolution stage
Traditional Approach
- Subjective judgment by customer service agents
- Influenced by persistence or persuasiveness
- Preferential treatment for high-value customers
- Limited visibility into decision-making process
- Unpredictable resolution timelines
Dispute Resolution Process
Stage 1
Filing
Dispute Submission
Buyer or seller submits a formal dispute claim with:
- Clear description of the issue
- Initial evidence (photos, screenshots, etc.)
- Specific resolution request
Timeline: Must be filed within the inspection period (2-7 days after delivery, depending on item category)
Stage 2
Response
Counterparty Response
The other party receives notification and must respond with:
- Acknowledgment or disagreement with the claim
- Any counter-evidence
- Their preferred resolution
Timeline: 48 hours to respond (automatic ruling if no response)
Stage 3
Analysis
Automated Evaluation
Our system analyzes the evidence according to the dispute type:
- Item not as described: Compares listing details with provided evidence
- Delivery issues: Evaluates shipping carrier data and delivery records
- Item condition: Assesses pre-shipping and post-delivery documentation
- Missing parts: Compares inventory list with received item evidence
Timeline: 24 hours for automated analysis (longer for complex cases requiring human review)
Stage 4
Resolution
Decision Implementation
Based on the evidence and rules, a decision is issued:
- Full refund: Buyer returns item in original condition
- Partial refund: Compensation for specific defects while buyer keeps item
- No refund: Evidence supports that item matches description
- Replacement: Seller sends new item to replace defective one
Timeline: Decision implemented immediately after ruling
Stage 5
Optional
Appeal (For Complex Cases)
If either party believes the automated system missed critical evidence:
- Submit additional evidence not previously available
- Request human review of complex aspects
- Pay refundable appeal fee (returned if appeal succeeds)
Timeline: 72 hours after initial decision to file appeal, 5 business days for appeal review
Evidence Collection and Standards
Required Evidence by Dispute Type
Item Not As Described
- Clear photos of the entire item
- Detailed photos of specific discrepancies
- Screenshots of the original listing description
- Measurements (if size is disputed)
Item Condition Issues
- Photos of damage or wear
- Photos of packaging condition
- Unboxing video (if available)
- Functional testing evidence (for electronics)
Delivery Problems
- Shipping carrier tracking history
- Delivery confirmation screenshot
- Photos of damaged packaging
- Security camera footage (if available)
Evidence Quality Standards
Photo Requirements
- Well-lit, clear images (not blurry or dark)
- Multiple angles showing the entire item
- Close-ups of any defects or issues
- Timestamp visible when possible
- Unedited (metadata intact)
Documentation Standards
- Original, unaltered records
- Complete documents (not partial screenshots)
- Readable text/information
- Relevant dates and details visible
Video Guidelines (When Applicable)
- Continuous filming without cuts
- Clearly shows item condition/functionality
- Under 2 minutes in length
- Adequate lighting and focus
Escalation Protocols
While our automated system handles over 95% of disputes, some complex cases require additional review:
| Escalation Level | When It's Triggered | Resolution Timeline |
|---|---|---|
| Human Review |
|
3-5 business days |
| Expert Evaluation |
|
7-10 business days |
| Third-Party Arbitration |
|
15-30 business days |
Frequently Asked Questions
When a dispute is filed, the payment remains in escrow and is not released to the seller until the dispute is resolved. This ensures that buyers are protected while their claim is being assessed. If the dispute is resolved in the buyer's favor, funds may be refunded partially or fully depending on the resolution. If resolved in the seller's favor, the funds are released to them after the decision is finalized.
There is no fee for filing an initial dispute or responding to one. This ensures all users have equal access to the resolution process regardless of their financial situation. However, there is a small, refundable fee for filing an appeal after the initial decision. This fee is returned in full if your appeal is successful, helping to prevent frivolous appeals while maintaining access to justice for legitimate cases.
Our system has several safeguards against fraudulent claims: (1) All evidence is analyzed for authenticity, including checking photo metadata and timestamps; (2) We look for patterns of suspicious behavior across user accounts; (3) For higher-value items, we may require more extensive documentation; (4) Users who file fraudulent claims receive significant reputation penalties and may be banned from the platform; (5) Our machine learning algorithms continuously improve at detecting deceptive practices.
If you believe the initial resolution was incorrect, you can file an appeal within 72 hours of the decision. Appeals require new evidence not previously submitted or a clear explanation of why the rules were incorrectly applied. For transactions over certain value thresholds, you may also request third-party arbitration as outlined in our escalation protocols. All decisions after the appeal or arbitration process are final.