Dispute Resolution SLA: 48-Hour Response Guarantee Now Live
New SLA guarantees admin response within 48 hours for all escalated disputes. Mediator team expanded to 18 specialists. Resolution times reduced 60%.
Effective November 16, 2025, all escalated disputes carry a formal 48-hour admin response Service Level Agreement. Users who receive no admin response within 48 hours may escalate to senior mediators with guaranteed resolution within an additional 24 hours — a 60% improvement in average resolution time compared to launch metrics.
Why Resolution Speed Matters
Slow dispute resolution erodes trust from both sides. Buyers waiting weeks have funds locked and become frustrated. Vendors with funds in dispute limbo cannot reinvest in stock. A fast, fair dispute process benefits the entire marketplace ecosystem.
Expanded Team
The dispute resolution team has been expanded from 6 to 18 trained mediators, each specialising in specific product categories. Current dispute outcome ratios: 62% buyer favour, 31% vendor favour, 7% split resolution — reflecting evidence-based neutral adjudication.