The marketplace moderation team has announced a comprehensive overhaul of the dispute resolution system, including a public commitment to a maximum 72-hour resolution timeline for all escalated disputes. Analysis of community complaints showed that average dispute resolution time had crept up to approximately 5-6 days during peak periods in late 2025, with some cases taking over two weeks.
The new system implements formal queue management. Upon escalation, disputes are assigned a case number and a primary moderator. The 72-hour clock begins when the moderator first reviews the case and contacts both parties. If no resolution is reached within 72 hours due to moderator workload, the case is automatically elevated to a senior moderator with a fresh 48-hour service level agreement.
To support the new timeline commitments, the moderator team has been expanded and specialized. Moderators now focus on specific product categories, allowing them to develop expertise in the evidence patterns relevant to disputes in those areas. A community review board will publish monthly statistics on actual resolution times versus the 72-hour commitment, providing accountability for the guarantee.
Moderator decisions allocate escrowed funds based on evidence. All dispute outcomes are recorded on vendor profiles as public data points. Repeat dispute patterns trigger automatic vendor review by the moderation team. For guidance on when and how to open a dispute, see the FAQ section.