Order Dispute Process – EloAscend Support
Learn how to open and resolve disputes on EloAscend.
Step-by-Step Dispute Process
Contact the Other Party
Before opening a formal dispute, try to resolve the issue directly through our platform messaging system. Many issues can be quickly resolved through direct communication.
Open Dispute
If direct communication doesn't resolve the issue, go to your order details page and click "Open Dispute". Provide a clear explanation of the problem and any supporting evidence.
Response Time
Our support team acknowledges all disputes within 2 hours. Initial response with questions or requests for additional information typically occurs within 24 hours.
Resolution
After reviewing all evidence, our support team makes a decision within 48 hours. Complex cases may take up to 72 hours. You'll receive notification of the outcome via email and platform message.
Required Evidence
To ensure a fair resolution, provide the following evidence when opening a dispute:
- Screenshots of the issue (timestamps visible)
- Conversation history with the other party
- Order details and confirmation emails
- Any relevant account information (without passwords)
- Video evidence if applicable (short clips only)
Review Process
Our dispute review process includes multiple steps:
- Initial triage by automated system (2 hours)
- Case assignment to experienced support agent (24 hours)
- Evidence review and analysis (24-48 hours)
- Mediation attempts if appropriate (optional)
- Final decision and communication (48-72 hours)
Important Notes
- Disputes must be opened within 7 days of order completion
- Fraudulent or abusive dispute reports may result in account suspension
- Providing false evidence will lead to automatic dispute loss
- All decisions are final but can be appealed through support