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.
01Purpose
This policy explains how disputes on Escora are raised, investigated, and resolved, and how we protect both buyers and sellers from fraud and misconduct. Our goal is to review every dispute fairly, using the evidence available, so that legitimate users on both sides of a transaction are protected.
02How to File a Dispute
2.1Buyers
Buyers can raise a dispute directly through Cora by sending DISPUTE followed by the transaction code, within 60 hours of the seller's shipping confirmation. Disputes filed after this window may not be eligible for resolution, so early filing is encouraged if an issue arises before delivery.
2.2Sellers
Sellers can raise a dispute or report an issue by contacting Escora support to open a dispute ticket. This includes situations such as a buyer providing false delivery information, falsely claiming non-delivery, or being unresponsive. Sellers should report issues as soon as they occur.
2.3What to Provide
Whether you are a buyer or seller, include the following when raising a dispute:
The more evidence provided, the faster we can resolve your dispute.
Your transaction reference code.
A clear explanation of the issue and the resolution you are seeking.
Supporting evidence such as photos, videos, screenshots, delivery receipts, or communication logs.
03Buyer Protection
3.1Seller Misconduct
Buyers are protected from the following seller conduct:
Non-delivery of goods or services within the agreed timeline, without reasonable communication.
Misrepresentation, including sending the wrong product, a counterfeit item, incorrect specifications, undisclosed defects, or a used item sold as new.
Delivering goods that are damaged, defective, or incomplete.
Providing false dispatch information, manipulated tracking details, or falsely claiming an item has shipped or been delivered.
Pressuring a buyer to pay outside Escora, cancel a protected transaction, release funds before confirmed delivery, or bypass platform procedures.
3.2Evidence Buyers Should Provide
An unboxing video is the strongest form of evidence a buyer can provide, and significantly improves the outcome of a dispute involving high value items.
An unboxing video, strongly recommended for high value items.
Photos or videos of the item received.
Proof of any defect or description mismatch.
Chat or agreement records with the seller.
04Seller Protection
4.1Buyer Misconduct
Sellers are protected from the following buyer conduct:
Claiming an item is fake, damaged, or significantly different from its description without reasonable evidence.
Claiming non-delivery after confirmed receipt, or where verified delivery evidence exists.
Using, wearing, activating, or consuming a product before requesting a refund. The condition of a returned product may be treated as evidence of acceptance.
Opening a dispute in bad faith to delay payment, pressure a seller, or avoid completing a legitimate transaction.
Submitting altered screenshots, edited videos, fake receipts, or other manipulated evidence.
Attempting to reverse a payment through a bank or card provider after receiving value. This is treated as a serious violation and may result in account suspension and legal referral.
4.2Evidence Sellers Should Provide
Sellers who photograph items before dispatch and at the point of handover are significantly better positioned in any dispute.
Shipping or dispatch confirmation, including tracking details.
Timestamped photos or videos of the item before dispatch.
Delivery confirmation, such as a photo, signature, or courier receipt.
Communication records with the buyer.
05Dispute Investigation Process
5.1Review and Communication
Disputes are reviewed within 24 hours of filing.
We verify transaction details, timeline, and all evidence provided.
We may contact both parties to gather their perspective, and both parties must respond to our inquiries within 48 hours.
5.2Accepted Evidence
We accept photos or videos, delivery receipts and tracking information, screenshots of conversations, payment confirmations, courier confirmations, and any other documentation directly related to the dispute.
Evidence must be clear, unaltered, and directly related to the transaction in dispute.
06Resolution Timeline
We prioritize timely resolution while ensuring thoroughness and fairness to both parties.
Simple disputes with clear evidence are typically resolved within 3 business days.
Complex disputes requiring extensive investigation may take 5 to 7 business days.
Disputes requiring third party verification may take up to 10 business days.
07Possible Outcomes and Delivery Costs
7.1Full Refund to Buyer
Issued when the item was not delivered and the seller cannot provide proof of delivery, the item is significantly different from its description, the item is damaged or defective as proven by evidence, or the seller admits fault or fails to respond in time.
The refund is the full amount paid by the buyer, less applicable Escora fees, processed within 24 hours of the decision.
7.2Full Payment to Seller
Released when the buyer received the item as described with proof of delivery, the buyer's claim is found to be false, the buyer fails to provide supporting evidence, or the buyer admits receipt or fails to respond in time.
The payment is the full escrowed amount, less applicable Escora fees, released within 24 hours of the decision.
7.3Partial Refund or Split Payment
Applied when both parties share responsibility, the item has minor defects not justifying a full refund, or a compromise is fair based on the evidence. Split amounts are determined by the severity of the issue and will not exceed the net escrowed amount after fees.
7.4Transaction Cancellation
Occurs when both parties agree to cancel before delivery, or the transaction violates our Terms of Service. Where payment processing has not yet occurred, the full amount is returned to the buyer. Where fees have already been charged, the refund is the transaction amount less any non-recoverable fees.
7.5Delivery and Return Costs
Outbound delivery costs are always borne by the seller.
Where a return is required, the seller bears return costs if the item is not as described, defective, or improperly delivered. The buyer bears return costs if the item matches its description and the buyer simply chooses not to proceed.
Where a buyer arranges a rider or agent to collect an item, the seller's delivery obligation is fulfilled upon handover to that representative, and responsibility for the item transfers to the buyer at that point. Sellers should photograph the item at handover as evidence of its condition.
08Decision Criteria and Finality
8.1How We Decide
Our decisions are based on evidence quality and credibility, compliance with transaction terms and item descriptions, responsiveness and cooperation from both parties, transaction history and user reputation, and fairness and reasonableness of each claim.
8.2Before a Decision is Finalized
Before finalizing any outcome, we review the evidence and communication from both the buyer and seller, giving each party the opportunity to respond and clarify their side. This is done specifically so that, once a decision is made, both parties have already been heard.
8.3Final Decisions
Once the buyer confirms receipt or auto-release is triggered, the transaction is final and irrevocable, and no dispute can be raised through the platform afterward. Escora's dispute decisions are final and binding on both parties, since both sides are consulted before a decision is reached.
09Preventing Disputes
9.1For Sellers
Provide accurate, detailed item descriptions and clear photos.
Communicate delivery timelines clearly and respond promptly to buyer questions.
Provide proof of delivery through photos or receipts, and package items securely.
Photograph items at the point of handover when buyers send a representative to collect.
9.2For Buyers
Read item descriptions carefully and ask questions before purchasing.
Provide accurate delivery information.
Inspect items immediately upon receipt and report issues within the 60 hour window.
Communicate clearly and respectfully with sellers.
10Abuse Prevention
We take abuse of the dispute system seriously, as it harms legitimate users. To keep the system fair, buyers are limited to 10 disputes and 10 refund requests within any rolling 30 day period. Users who repeatedly file frivolous disputes, or who provide false or manipulated evidence, face warnings, temporary suspension, permanent removal from the platform, and referral to law enforcement where fraud is suspected.
11Escalation and Cooperation
11.1Escalation to Authorities
In cases involving suspected criminal activity, including fraud, theft, or counterfeit goods, we may report the matter to law enforcement and cooperate fully with any investigation, including providing relevant transaction records. By using Escora, you consent to this reporting where required.
11.2User Cooperation
Both parties are expected to respond to dispute inquiries within 48 hours, provide requested evidence promptly, and communicate respectfully with our dispute resolution team. Failure to cooperate may result in a decision being made based on the evidence available, which may not favor the uncooperative party.
12Confidentiality
Dispute details are kept confidential and shared only with the parties involved, our dispute resolution team, and relevant authorities where required by law. We do not publicly disclose dispute information or share it with uninvolved users.
13General
13.1Related Policies
This policy works alongside our Terms of Service, Privacy Policy, and AML Policy, which together govern your full use of Escora.
13.2Policy Updates
We may update this policy from time to time. Material changes will be communicated through WhatsApp or our website, and continued use of Escora after a change means you accept the update.
13.3Contact
Questions about this policy can be sent to hello@getescora.com or by messaging Cora on WhatsApp.
