Appeal a decision
Review how buyers and sellers can challenge a support outcome, listing hold, review decision, pickup issue, or refund result with clear evidence and a visible decision path.
Missing accessory appeal
Buyer adds unpacking photos, order timeline, hub pickup note, and seller response before support review.
Review eligibility appeal
Seller challenges a rating adjustment with purchase status, message history, and return decision context.
Listing hold appeal
Seller adds serial photos, test notes, packing proof, and hub check notes for a restricted visibility review.
Buyer Appeals
- Buyers can challenge a missing item, not-as-described outcome, pickup release issue, damaged shipment result, or denied report.
- The appeal should show order snapshot, original listing proof, fulfillment timeline, report status, and required next evidence.
- Appeal wording should explain the decision being reviewed without promising a specific outcome.
Seller Appeals
- Sellers can challenge listing holds, return decisions, seller release holds, buyer abuse reports, review adjustments, and moderation decisions.
- Seller appeals need item proof, shipping or pickup proof, message history, policy reference, and deadline visibility.
- Seller standing should show whether an appeal affects visibility, proceeds release, promotions, or listing creation.
Evidence Deadlines
- Each appeal should show the evidence window, missing documents, accepted file types, and who is responsible for the next step.
- Late evidence needs a clear label so support can decide whether the appeal remains eligible.
- Customers should never enter card numbers, bank details, private addresses, or identity documents into this demo route.
Support Ownership
- Support should see the original decision, appeal reason, evidence checklist, customer notes, seller response, and hub proof in one place.
- Trust, hub, seller-support, and release-review owners should be able to hand off an appeal without losing the visible timeline.
- Customer-facing status labels should stay plain: received, needs evidence, under review, resolved, denied, or escalated.
Decision History
- Every appeal should keep the original decision, reviewer note, policy reason, evidence added, status changes, and final result.
- Decision history should connect back to order, listing, review, report, settlement, and notification records.
- Appeal outcomes should explain whether a refund, credit, seller hold, rating adjustment, listing repair, or no change followed.
Owner Approval
- Owners should approve appeal windows, eligible decisions, evidence requirements, escalation owners, customer notices, and rollback rules.
- Launch approval should confirm support coverage, role permissions, audit history, privacy limits, and review ownership for refund or release outcomes.
- Appeal rules should be reviewed alongside buyer protection, seller protection, moderation, returns, and settlement policy.
Resolution Center
Missing items, condition issues, seller response, hub proof, outcomes, and appeals.
Support Operations
Queue ownership, response targets, refund authority, appeal timing, and quality review.
Seller Protection
Buyer abuse, return swaps, seller release holds, evidence packets, and review disputes.
Moderation Review
Listing reports, restricted items, message reports, review eligibility, and decision history.
Returns & Refunds
Eligibility, evidence, seller response, refund holds, and review status.
Settlement Review
Order value, holds, refund impact, release status, and finance review.
Current demo state
Appeals are represented as review paths.
The demo shows buyer appeals, seller appeals, evidence deadlines, support ownership, decision history, and owner approval without accepting private documents, changing orders, or moving funds.
Future platform state
Launch appeals need permissions, evidence storage, and audited outcomes.
Launch needs secure uploads, role permissions, policy versioning, customer notices, release review, timeline records, notification delivery, escalation rules, and owner-approved appeal windows.