New Three-Tier Dispute Resolution System Launched

Nexus Market has launched a significantly redesigned dispute resolution system aimed at improving resolution quality and reducing wait times. The new three-tier approach replaces the previous single-queue system where all disputes were handled identically regardless of complexity.

Tier 1: Automated Resolution

Clear-cut cases meeting specific criteria are now handled automatically through algorithmic assessment. These include: vendor non-delivery where the expected window has elapsed by more than 100%, vendor non-delivery with no response to buyer messages within 48 hours, and refund requests where the vendor has explicitly agreed in writing. Automated resolution typically completes within 4-6 hours of the dispute being filed, compared to the previous average of 72 hours for all dispute types.

Tier 2: Standard Mediation

Cases involving conflicting accounts of delivery, quality disputes, and partial fulfillment claims are handled by trained moderators in Tier 2. Evidence submission is structured: buyers provide order details and written description; vendors respond with shipping evidence and their account of delivery. Standard resolution target is 24-48 hours.

Tier 3: Senior Arbitration

Complex cases involving large values, suspected fraud, or appeals from Tier 1/2 decisions escalate to senior arbitrators. These cases may involve more extensive evidence gathering and have a resolution target of 5-7 business days. Senior arbitrators' decisions are final.