Dispute Resolution Policy

1. Purpose

ArosaPay provides a structured review process for transactions where the buyer or merchant disputes the outcome of a protected payment.

This policy defines:

• When a dispute may be opened
• What evidence is required
• How decisions are made
• What outcomes are possible
• Applicable timelines

The objective is to apply consistent, evidence-based standards to every dispute.

2. When a Dispute May Be Opened

Buyer Grounds

A buyer may open a dispute if:

• The item was not delivered within the stated delivery window
• The delivered item materially differs from the description
• The item arrived damaged
• The service delivered materially differs from agreed terms

Merchant Response

A merchant may respond to a dispute if:

• Delivery proof exists
• Buyer claims are inconsistent with transaction terms
• Evidence contradicts the dispute claim

Disputes must be opened within the defined inspection window unless otherwise stated in transaction terms.

3. Transaction States During Dispute

When a dispute is formally opened:

• Funds remain secured.
• Payment release is paused.
• Payout processing is suspended.
• Both parties are notified.

No funds are released while a dispute is under review.

4. Evidence Requirements

Both parties may be required to submit documentation.

Buyer Evidence May Include

• Photos or video of item received
• Description of discrepancy
• Screenshots of product listing
• Communication records

Merchant Evidence May Include

• Proof of shipment (tracking ID)
• Delivery confirmation
• Delivery photos
• Item condition documentation
• Product description at time of sale

Evidence must be submitted within the defined response window.

Failure to provide requested evidence may result in resolution based on available information.

5. Review Standards

Disputes are evaluated based on:

• Transaction terms at time of creation
• Delivery timeline compliance
• Evidence submitted by both parties
• Platform policy compliance
• Material deviation standards

ArosaPay does not evaluate subjective preferences. The review focuses on material differences between expected and delivered outcomes.

6. Resolution Outcomes

A dispute may result in one of the following:

1. Release to Merchant

Payment is released if evidence supports merchant fulfillment.

2. Refund to Buyer

Funds are returned if evidence supports buyer claim.

3. Partial Resolution

In certain cases, a partial refund may be issued where supported by transaction terms and where both parties agree.

Resolution decisions are final for that transaction unless a policy violation is identified.

7. Timelines

Unless otherwise specified:

• Buyer dispute window: Defined by transaction inspection period
• Merchant evidence submission window: 24–48 hours
• Target resolution time: 24–48 hours from receipt of complete evidence

Complex cases may require additional time.

Resolution timestamps are recorded and audit-logged.

8. Delivery Deadlines & Non-Delivery

If a merchant fails to mark delivery within the agreed delivery window:

• Buyer may request cancellation
• Funds may be returned
• Merchant performance metrics may be affected

Repeated delivery failures may impact tier eligibility.

9. Abuse & Misuse Controls

To preserve fairness:

• Repeated false disputes may result in buyer account review
• Repeated delivery failures may result in merchant restriction
• Fraudulent evidence submission may result in account suspension

ArosaPay reserves the right to restrict accounts engaged in manipulation or policy abuse.

10. Neutrality Statement

ArosaPay does not represent either buyer or merchant.

The dispute review process applies uniform criteria to both parties.

Resolution is based on documented transaction terms and submitted evidence, not transaction size or account status.

11. Record Retention

Dispute records, evidence submissions, and resolution outcomes are:

• Stored securely
• Audit-logged
• Retained in accordance with platform policy

Dispute history may influence merchant performance indicators and tier status.

12. Limitations

ArosaPay dispute resolution:

• Applies only to transactions processed through ArosaPay
• Does not replace civil legal remedies
• Does not provide legal arbitration services
• Is limited to the amount secured within the transaction

ArosaPay does not guarantee outcomes beyond the transaction amount.

13. Appeals

Appeals may be submitted within 24 hours of resolution if:

• Material evidence was not considered
• A procedural error occurred

Appeals must include new supporting documentation.

Appeal decisions are final.

14. Contact

For questions regarding dispute procedures:

support@arosapay.com