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Disputing Purchases
Trelis is constantly improving the dispute resolution process based on performance and seller/buyer feedback. This process is subject to regular updates.

Who can dispute a purchase via Trelis?

If you made a payment using a payment link from Trelis, you are entitled to use the Trelis Dispute resolution process. You must also have a verified Trelis profile.
Examples of where you can take a dispute to arbitration include situations where you paid for a product/service, but the product/service was not delivered, or not delivered as promised.
If in doubt about whether to take a dispute to arbitration, please contact support: Support.

Do I get refunded if I win a dispute?

If the arbitration jury rules in the buyer's favour, the buyer is entitled to receive compensation from the seller and a refund (also from the seller) of the Arbitration Deposit. If the seller does not pay and/or is unresponsive during the arbitration phase, the seller's Trelis Profile is deactivated for one year and Trelis will refund the buyer the arbitration deposit.
If arbitration goes in the seller's favour, no dispute fees or arbitration fees are refunded, neither to the buyer nor to the seller.

Why should I trust the arbitration process?

Cases in arbitration are not decided upon by Trelis. Rather, Trelis submits cases to Kleros' decentralised courts, where jurors are selected from Kleros' pool of jurors to rule on the case. Each juror must put funds at stake that may be slashed if the juror submits fraudulent rulings. Trelis has no influence on the voting of jurors, and jurors are paid by the Kleros protocol at the same rate as for other similar cases.
The Kleros arbitration ruling - as with any arbitration - may not be correct in all judgements. However, this form of arbitration provides for dispute resolution at much lower cost than traditional governmental courts or traditional arbitration. Sellers and buyers are, of course, entitled to pursue cases via governmental courts at any time, in parallel or in series to the Trelis Resolution process.
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Who can dispute a purchase via Trelis?
Do I get refunded if I win a dispute?
Why should I trust the arbitration process?