Dispute Resolution
Ensuring fair and transparent transaction resolutions
Why Dispute Resolution Matters
Abacus Market, accessible via our onion link, prioritizes trust and fairness. Disputes may arise due to non-delivery, misrepresented products, or payment issues. Our dispute resolution process, refined since 2021, ensures both buyers and vendors are treated equitably.
With over 60,000 transactions daily, our streamlined system resolves disputes within 48 hours, maintaining our 99.9% satisfaction rate.
How to Initiate a Dispute
If you encounter an issue with a transaction, follow these steps:
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Contact the Vendor
Message the vendor via PGP-encrypted communication to resolve the issue directly. Provide order details and evidence (e.g., screenshots).
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Open a Dispute
If unresolved within 24 hours, go to your account’s “Orders” section and click “Dispute.” Submit a detailed explanation, transaction ID, and supporting evidence.
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Moderator Review
A moderator reviews the case within 48 hours, contacting both parties for additional information if needed.
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Resolution
Based on evidence, the moderator may refund the buyer, release funds to the vendor, or propose a partial resolution. Decisions are final.
Common Dispute Scenarios
| Scenario | Typical Resolution |
|---|---|
| Non-delivery | Refund if tracking or proof is absent; partial refund if partially delivered. |
| Product not as described | Refund or replacement if evidence supports the claim. |
| Payment not received | Funds released to vendor if blockchain confirms payment. |
| Vendor unresponsive | Refund issued; vendor may face penalties or ban. |
Best Practices for Avoiding Disputes
Minimize disputes by following these guidelines:
- Review vendor ratings and product details before purchasing.
- Use escrow for all transactions to protect funds.
- Communicate clearly with vendors about expectations and shipping.
- Document all interactions and keep transaction records.
- Follow our Cryptocurrency Guide to ensure accurate payments.
Escalation and Appeals
If you disagree with a resolution, you can request a review within 7 days via Contact & Support. Provide additional evidence for reconsideration. A senior moderator will reassess, with a final decision within 72 hours.
To maintain fairness, we use anonymized case data to train moderators, ensuring consistent rulings across our global team.
Why Trust Our Process?
Our dispute resolution system leverages multi-signature escrow, transparent communication, and experienced moderators to deliver fair outcomes. In 2025, we introduced automated dispute tracking and Ethereum smart contract integration, reducing resolution times by 20%. Our commitment to transparency ensures every user’s voice is heard.
For further assistance, visit our Contact & Support page.