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Protected Pay Disputes

Overview

If a disagreement arises during a Protected Pay transaction, the payer can open a dispute before releasing the funds.

When You Would Use This

You are the payer on a Protected Pay transaction, the payee has requested release, and you believe the agreed conditions or deliverables have not been met.

How It Works

Opening a dispute pauses the release process and notifies the other party. Both parties are given time to resolve the issue. If the dispute cannot be resolved between the parties, it may proceed to binding arbitration.

Steps

Opening a Dispute

  1. Open the Protected Pay transaction. The status will show Release Requested.
  2. Click Dispute.
  3. Enter the reason for the dispute.
  4. Check the certification checkbox: "I certify this dispute is made in good faith."
  5. Click Open Dispute.

Resolving a Dispute

  1. Open the disputed transaction. The status will show Disputed.
  2. Click Resolve Dispute to notify our support team and describe the resolution you're proposing.
  3. Our team will coordinate directly with both parties to reach an agreement.

The other party will be notified and can accept or reject the proposed resolution.

What Happens Next

  • Funds remain held in escrow while the dispute is open.
  • If both parties reach an agreement, the transaction is updated accordingly.
  • If the dispute isn't resolved within 30 days, it may proceed under our Terms of Service dispute/arbitration process. Funds continue to be held until a resolution is reached.

Notes

  • Disputes can only be opened when the status is Release Requested.
  • Both parties can propose resolutions.
  • The dispute process is designed to be resolved between the parties before involving arbitration.

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