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Dispute Resolution

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Dispute Resolution Process

The easiest way to settle a dispute is for buyers and sellers to connect and work together to resolve the dispute. When buyers and sellers can't come to an agreement, and a complaint is filed, the parties have three days to resolve the complaint between themselves. If the Buyer and Seller can't reach an agreement, the complaint is escalated to a dispute and we put a hold on the transaction until we have made a ruling.
Parties may seek dispute assistance from an arbitrator or court other than the 3DHoudini Dispute Resolution Center. To do so, both parties must mutually agree and properly notify 3DHoudini (see User Agreement).

Here's how it works:

Step 1: Complaint notification
if your other party opens a complaint you will be notified by email and through the 3DHoudini message center.
Step 2: Your response
Review the complaint and respond using the complaint form. Give your explanation of what happened and include suggestions on how to resolve the matter. Respond quickly, if the complaint is not closed within 72 hours, it will be escalated to a dispute and the transaction will placed on hold until we determine the outcome.
Step 3: Working it out
Once a complaint has been filed, you and your other party have 72 hours to come up with a resolution. In most cases, this is all that's needed. If a complaint can't be resolved within the allotted 72 hours, the complaint is automatically escalated to a dispute. If that happens, a hold will be placed on the transaction and the 3DHoudini Dispute Resolution Team will investigate and make a ruling within ten business days. A complaint can only be closed by the initiator of the complaint. Complaints are managed in Resolution Center.