Transparent framework safeguarding everyone’s rights
Should any dispute arise during a transaction our dedicated dispute resolution team intervenes to resolve the conflict.
Professionally managing disputes
Neutral party that takes no sides
Clear and definite timeframes
Document-backed decisions
When to escalate to Waffy?
Either buyer or seller can escalate in these cases:
Execution disputes
Rejection during inspection
Transaction completion failed
How Waffy resolves disputes?
Submit escalation request
Post-payment either party can:
- Click the escalation icon in the transaction.
- Fill the form stating dispute reason.
- Once escalated, transaction pauses to safeguard funds.
Reviewing dispute and contacting parties
- Contacting both parties via phone or online within 24 hours.
- Requesting required documentation or evidence.
- Both parties must provide requested information within the deadline.
Rendering decision
After reviewing the complaint and documents, the dispute team decides:
- Complete transaction, release funds to seller.
- Cancel transaction, refund funds to buyer.
- Split funds between both parties.
Executing financial decision
Post-payment either party can:
- Upon completion decision, funds reach the seller within 7 business days.
- Upon a split decision, funds are transferred to both parties within 7 business days.
Transaction cancellation
The Dispute Team may cancel the transaction based on product rejection during inspection, as follows:
- Return product to seller.
- Refund transaction amount to buyer, less fees (if any).
- Funds are transferred within 14 business days of notifying both parties of the decision.