How Does Waffy’s Dispute Resolution Process Work?

If a dispute arises between the buyer and seller after payment has been completed, either party can escalate the transaction. Waffy’s Dispute Resolution Team will then review the case and make a final decision.

Submitting an Escalation Request

  • Open the transaction in dispute.
  • Tap the Escalation icon. This option is available to both the buyer and seller next to the Confirm Receipt button during the execution stage.
  • If you are the buyer, select one or more reasons for the issue from the available list. You can select multiple reasons and provide a detailed description of the dispute.
  • If you are the seller, enter a detailed description of the dispute in the description field, up to 500 characters.
  • Attach up to 3 supporting documents as evidence (optional).
  • Tap Submit Escalation Request.
  • The other party will receive a notification that the transaction is under dispute resolution.
  • Waffy will temporarily pause the transaction as soon as it is escalated to protect the funds.

Reviewing the Dispute and Contacting the Parties

  • The Waffy team will contact the buyer and seller within a maximum of 48 hours, either by phone or online.
  • The team may request the necessary documents or evidence.
  • Provide the requested information within the specified timeframe.

Dispute Resolution Decision

After reviewing the complaint and supporting documents, the team will make one of the following decisions:

  • Complete the transaction and release the funds to the seller.
  • Cancel the transaction and refund the buyer.
  • Split the funds between the buyer and seller.

Processing the Financial Decision

After the decision is made:

  • If the decision is to complete the transaction, the funds will be transferred to the seller within a maximum of 7 business days.
  • If the decision is to split the funds between the parties, the funds will be transferred within a maximum of 7 business days.

Canceling the Transaction by Rejecting the Product During the Inspection Period

  • The product is returned to the seller.
  • The transaction amount is refunded to the buyer after deducting the applicable fees.
  • The refund is processed within a maximum of 14 business days from the date both parties are notified of the decision.

The transaction amount remains safely held throughout the review process until a final decision is made.

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