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Disputing a Purchase
e.g. disputing goods/services not delivered or not delivered as promised
You can only take a purchase dispute to arbitration if the purchase was made using a Trelis payment link.
One key risk to buyers is of sellers ignoring or failing to respect the Trelis dispute resolution process. In such cases, buyers may not receive any refund or compensation for their purchase, but Trelis will refund the buyer's Arbitration Deposit and ban the seller from using Trelis.

Escalation

The buyer of a product/service using a Trelis payment link may initiate a dispute with a seller of that product/service, e.g. in the case the product/service is not delivered.
As a first step, the buyer must engage with the seller via their website or Twitter account and request resolution of the dispute.
If the dispute is not resolved to the buyer's satisfaction, the buyer may file a request for arbitration with Trelis using this link.
Note that - to file a request for arbitration - the buyer must first have a Trelis Profile, which can be obtained by logging in at Trelis.com .
Public Nature of Arbitration.
Trelis' arbitration process is public (just like a public court), and all evidence submitted (including prior correspondence between the buyer and seller) will become a matter of public record. Even if you feel it is unlikely you will file for arbitration, it is to your benefit, as buyer, to communicate clearly and respectfully with the seller at the early stages of directly seeking dispute resolution.

Filing a Request for Public Arbitration

To file a request for arbitration, the buyer must complete a Request for Arbitration (form here), which includes:
  1. 1.
    Paying a deposit of 20 USDC (the "Arbitration Deposit") to Trelis (refundable if the Buyer's case is upheld)
  2. 2.
    Providing the transaction hash of the payment made from buyer to seller.
  3. 3.
    Providing the amount of compensation requested ("Compensation Amount"), which may not exceed the sum of the purchase amount and which must be in the same currency as the original purchase ("Purchase Currency").
  4. 4.
    Providing a description of the basis for the dispute and the losses suffered.
  5. 5.
    Uploading a copy of all correspondence with the seller relating to this dispute.
Once submitted, the request for arbitration shall be shared with the seller, who shall have 72 hours to either:
a. Pay the buyer the Compensation Amount plus refund the Buyer their Arbitration Deposit (payable in the Purchase Currency with exchange rates based on the date/time of payment of the deposit).
OR
b. Pay an arbitration fee of 150 USDC and upload a copy of all correspondence with the buyer. In this scenario, the dispute moves to arbitration.

Public Arbitration

Trelis makes use of Kleros - a decentralised dispute resolution platform - for arbitration. Trelis has no say in the selection of jury/court members or on their decision.
  • For a full copy of the Trelis Policy for Arbitrating Purchase Disputes see here.
  • For frequently asked questions, see: Disputing Purchases.
Kleros’ independent courts shall make a determination - based on Buyer and Seller submissions - whether the buyer's claim is accepted, rejected, or whether they "refuse to arbitrate".
The arbitration process takes two weeks to reach a decision.

Enforcement

There are four outcomes that can arise from a Request for Arbitration:
Seller refuses to engage in arbitration. If the Seller does not respond to a Request for Arbitration within 72 hours, and, provided there is no evidence of foul play on the part of the Buyer, Trelis will:
  1. 1.
    Deactivate the Seller’s profile and impose a 1 year ban on the creation of a new Trelis profile with any associated profiles (i.e. ENS domain, web domain, Twitter profile).
  2. 2.
    Trelis will reimburse the Buyer for the Arbitration Deposit.
Arbitration ruling in favour of the buyer. If Kleros Courts accept the buyer's claim, Seller will pay Buyer - within 72 hours - the Compensation Amount plus a refund of the Arbitration Deposit (payable in the Payment Currency based on the exchange rate at the time the Arbitration Deposit was paid).
If the Seller does not pay the Buyer the Compensation Amount within 72 hours, and, provided there is no evidence of foul play during the arbitration process or on the part of the Buyer, Trelis will:
  1. 1.
    Deactivate the Seller’s profile and impose a 1 year ban on the creation of a new Trelis profile with any associated profiles (i.e. ENS domains, web domains, Twitter profiles).
  2. 2.
    In this scenario, Trelis will reimburse the Buyer for the Arbitration Deposit.
Arbitration ruling in favor of the seller. If Kleros Courts reject the buyer's claim, no further action is required of the Buyer or Seller, and no further action is taken by Trelis. There is no refund of the Arbitration Deposit in this case.
Arbitration returns a 'Refuse to Arbitrate' Verdict. In this scenario, which occurs if there is foul play on the part of the Buyer and the Seller, no compensation is required to be paid by the Seller, no further action is taken by Trelis, and there is no Arbitration Deposit refund to the Buyer.

Appeals

Should the Buyer wish to further appeal beyond arbitration, they may wish to resort to off-chain courts.
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On this page
Escalation
Filing a Request for Public Arbitration
Public Arbitration
Enforcement
Appeals