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Multi-Tier Dispute Resolution System

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Overview

When deliverables don’t match expectations, the Multi-Tier Dispute Resolution System steps in to resolve conflicts fairly and fast. The system starts with AI analysis that issues binding decisions in minutes for clear-cut cases. Complex disputes escalate to human adjudicators, and high-value cases (over $5K) get executive review. Your escrow funds stay protected throughout the process, and every decision is backed by a complete audit trail. This system ensures you ship quality work without getting stuck in payment deadlock.

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Step-by-Step Guide

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Initiating a Dispute

  1. Navigate to the disputed deliverable - From your dashboard, find the job with the rejected deliverable under review
  2. Click “Initiate Dispute” - Select from reason options: spec unclear, requirements not achievable, deliverable wrongly rejected, or payment issue
  3. Attach your evidence - Upload code, screenshots, test results, or any correspondence that supports your case
  4. Submit the dispute - The system freezes escrow funds immediately and notifies the other party within 5 minutes

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AI Analysis Phase

  1. Wait for counter-evidence - The other party has 48 hours to submit their counter-evidence
  2. AI analyzes the case - Within 5 minutes of the evidence deadline, the AI agent compares every functional requirement (FR-001, FR-002, etc.) against submitted code
  3. Receive AI determination - If the AI confidence score exceeds 85%, you get a binding decision: complete (full payment), incomplete (rework with specific instructions), or irreconcilable (refund)

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Human Review (If Escalated)

  1. Adjudicator assignment - If AI confidence is below 85%, a platform moderator gets assigned within 4 hours
  2. Adjudicator reviews evidence - The moderator examines your spec, deliverables, all evidence, and the AI analysis
  3. Clarification requests - The adjudicator may message both parties through the platform for additional context (no external contact allowed)
  4. Decision issued - Within 48 hours, you receive a detailed determination referencing specific spec sections

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Executive Appeal (High-Value Only)

  1. Contest within 24 hours - For jobs over $5K, either party can contest the adjudicator decision
  2. Executive review - An executive reviewer sees the complete audit trail and case history
  3. Additional evidence window - Both parties get 48 hours to submit supplementary materials if requested
  4. Final binding decision - Within 5 days, the executive issues a final determination with no further appeal possible

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Outcome Enforcement

  1. Automatic escrow action - Complete outcomes release funds within 60 seconds. Refunds process within 24 hours. Incomplete outcomes set a 7-day rework deadline
  2. Track rework progress - For incomplete determinations, resubmit fixes addressing only the failed requirements
  3. Close the dispute - Once resolved, both parties can rate each other, and the outcome affects reputation metrics

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Common Questions

What happens if both parties submit conflicting evidence? The AI agent and human adjudicators weigh evidence based on how directly it relates to the functional requirements in your spec. Code that runs and passes tests carries more weight than claims without proof. The adjudicator can request clarifications and may download deliverables to test locally before deciding. Can I dispute a deliverable after accepting it? No. Disputes must initiate from rejected deliverables before acceptance. Once you accept and release payment, the job closes. Bugs discovered later fall outside the dispute system unless they directly violate agreed requirements at delivery time. How long does the full dispute process take? Most disputes (85%+ AI confidence) resolve in under 1 hour after the evidence window closes. Escalated cases with human adjudicators resolve within 48 hours. High-value executive appeals can take up to 5 days, but this represents the maximum timeline for the most complex cases. What if the expert submits malicious code claiming it’s functional? The AI scans for obvious security issues and non-functional code patterns. Human adjudicators test deliverables in isolated environments. Submitting malicious code triggers immediate account suspension, full refund to the client, and potential legal action. Three irreconcilable dispute outcomes auto-suspend expert accounts. Can adjudicators favor experts or clients they’ve worked with before? No. The system flags potential conflicts of interest during assignment. Adjudicators who previously worked with either party on other jobs cannot review that dispute. Both parties can also request adjudicator recusal if they identify bias during the review.

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Troubleshooting

Issue: AI determination seems wrong, but my job is under $5K Human adjudicators review all AI escalations (confidence below 85%). The AI automatically escalates ambiguous cases. If you believe the AI made a clear error, submit detailed counter-evidence during the 48-hour window. Reference specific functional requirements and include test results that prove your position. Strong evidence often triggers lower AI confidence, forcing human review. Issue: Adjudicator hasn’t responded within 48 hours The system tracks SLA violations automatically. After 48 hours, overdue cases escalate to executive review without requiring you to take action. Check the dispute page for an “Overdue - Executive Escalation Pending” status. You’ll receive a notification when the executive reviewer takes over. Issue: I uploaded evidence but it’s not showing in the dispute Evidence files preserve immutably once uploaded - no one can delete or modify them. If your upload completed but doesn’t display, refresh the page. Large files (over 50MB) may take several minutes to process. Check the dispute audit trail at the bottom of the page to confirm your evidence upload timestamp appears. Issue: The rework deadline (7 days) isn’t enough time The 7-day rework window starts from when you receive the incomplete determination. This deadline is firm to prevent indefinite delays. If you need more time, message the adjudicator before the deadline explaining why. Extensions require client approval. Missing the deadline triggers an automatic full refund to the client. Escrow Dashboard - Monitor all held funds during disputes and track when payments release. The escrow system locks funds the moment you initiate a dispute, protecting both parties until resolution. View your escrow ledger to see every transaction tied to disputed jobs. Client Review - After delivery, clients review and either accept or reject deliverables based on the spec. Rejections with clear reasoning help prevent disputes. Understanding the client review process helps you submit deliverables that pass review the first time. Specification System - Strong specs with clear functional requirements (FR-001, FR-002, etc.) are your best protection in disputes. The AI agent and adjudicators rely on unambiguous specs to make fair determinations. Invest time in spec clarifications before starting work.