Payment dispute
Review how order evidence, buyer notices, seller holds, refund reserves, finance review, and owner approval can be organized before payment services are approved.
Order Evidence Packet
- Each payment dispute should collect item snapshot, checkout summary, receipt lines, delivery proof, hub release proof, message history, and support case history.
- Evidence packets should identify what is buyer-visible, seller-visible, staff-only, or finance-only.
- Missing proof should block final review until support knows exactly which document, photo, or timeline event is needed.
Buyer Notice
- Buyers should see clear status, what evidence was received, what is missing, when the next update is due, and which outcomes are possible.
- Copy should stay focused on the order problem instead of payment-network jargon.
- Any refund, credit, return, denial, or appeal state should connect back to the original order and report case.
Seller Hold Impact
- Sellers should see affected order value, hold reason, release blocker, evidence request, response deadline, and likely statement impact.
- Good sellers need a path to provide proof before earnings, visibility, or reputation are affected.
- Repeated disputes should connect to seller protection, seller standards, and risk review.
Refund Reserve
- Reserve rules should explain why funds are held, which category or seller pattern triggered review, and what releases the hold.
- Partial refunds should show item, shipping, hub service, insurance, tax, credit, and seller-release impact separately.
- Owner review should approve reserve rules before they affect seller statements or buyer outcomes.
Finance Review
- Finance review should reconcile order value, service lines, credits, refund reserves, seller release timing, tax record impact, and export readiness.
- Every decision needs a reason, timestamp, reviewer, customer notice, seller notice, and appeal path.
- Settlement ledger, receipts, seller statements, tax records, and support cases should all reflect the same outcome.
Owner Approval
- Owners should approve refund authority, reserve thresholds, evidence packet standards, customer notices, seller notices, appeal timing, and finance permissions.
- Launch review should confirm which payment dispute rules are approved, deferred, blocked, or limited to specific categories.
- Rollback should stop new payment dispute actions without hiding prior order, support, receipt, or statement history.
Dispute Evidence
Order snapshots, delivery proof, refund review, seller holds, customer notices, and finance approval.
Settlement Ledger
Order value, service lines, hold reasons, refund impact, seller release status, and finance review.
Payment Readiness
Authorization, credits, seller releases, refunds, finance ownership, and tax readiness.
Receipts & Invoices
Buyer receipts, seller statements, tax lines, refund records, credits, and export packages.
Seller Protection
Buyer abuse signals, return swaps, payout holds, pickup disputes, evidence packets, and appeals.
Tax & Records
Order records, seller statements, refund records, retained evidence, and finance exports.
Support Operations
Evidence handoff, response targets, refund authority, appeal timing, and customer contact.
Owner Governance
Approval areas, launch gates, finance controls, trust gates, rollback authority, and sign-off.
Current demo state
Payment disputes are shown as review states.
The demo organizes evidence packets, buyer notices, seller holds, refund reserves, finance review, and owner approval without processing payments, issuing refunds, storing payment details, or releasing seller funds.
Future platform state
Launch needs provider rules and permissioned finance controls.
Launch needs dispute workflows, deadline tracking, refund authority, reserve rules, seller release controls, statement updates, retained evidence, staff permissions, customer notices, and owner approval.