Dispute Resolution Guide
Last Updated:
Audience:
All Rillic Users
Reading Time:
7 minutes
Quick Summary
Most disputes can be resolved quickly through direct communication and our structured mediation process:
Step 1: Try to resolve directly with the other party (48 hours)
Step 2: Request platform mediation if needed (5 business days)
Step 3: Appeal to management if unsatisfied (7 business days)
Step 4: External arbitration for major unresolved issues
Response times: 24 hours for initial contact, 5 business days for mediation decisions
Cost: All internal dispute resolution is completely free
Types of Disputes We Handle
Creator–Buyer Transaction Disputes
Common issues:
Content doesn't match description or preview
Technical problems or bugs in downloaded files
License confusion or usage rights questions
Refund requests and eligibility disputes
Creator responsiveness or support issues
Our role: Neutral mediator helping both parties reach fair resolution
Payment and Billing Disputes
Financial issues we address:
Payout delays or processing problems
Incorrect commission calculations
Currency conversion or tax questions
Refund processing and timing
Chargeback and fraud protection matters
Our role: Platform facilitator working with Stripe and financial partners
Content and Policy Disputes
Platform policy disagreements:
Content removal or moderation decisions
Account restrictions or suspensions
Copyright and trademark disputes
Quality standards and technical requirements
Community guidelines violations
Our role: Policy interpreter and fair enforcement administrator
Before You File a Dispute
Try Direct Communication First
Why direct resolution works best:
Faster than formal dispute process
Preserves relationships and reputation
Often reveals simple misunderstandings
Gives both parties control over the outcome
How to communicate effectively:
Use the platform messaging system for documentation
Be specific about the problem and desired outcome
Remain professional and respectful
Give the other party reasonable time to respond (48 hours)
Gather Your Evidence
Documentation to collect:
Screenshots of the problem or issue
Records of all communications between parties
Original purchase receipts and license details
Technical specifications or requirements discussed
Any previous attempts to resolve the issue
Organize your information:
Create a timeline of events leading to the dispute
Summarize what resolution you're seeking
Identify any platform policies that may be relevant
Prepare to explain your perspective clearly and objectively
Filing a Dispute Request
When to Request Platform Mediation
File a dispute when:
48 hours have passed without response to your direct communication
The other party is unresponsive or unhelpful
Direct discussion hasn't led to satisfactory resolution
You need a neutral third-party perspective
Platform policies may have been violated
How to Submit a Dispute
Contact: disputes@rillic.com
Information to include:
Your username and contact details
Username of the other party
Transaction details (order number, date, amount)
Dispute category (content, payment, policy, etc.)
Description of the problem and previous resolution attempts
Desired outcome
Also attach:
Screenshots or files related to the issue
Communication history
Relevant policy references
Technical documentation, if applicable
Response Timeline
What to expect:
Acknowledgment within 4 hours
Assigned to a specialist within 24 hours
Investigation within 2–3 business days
Mediation decision within 5 business days
Implementation within 1–2 business days
The Mediation Process
Investigation Phase
Our mediation team will:
Review all submitted evidence
Analyze all communications
Reference platform terms and policies
Request more info from both parties if needed
Ensure consistency by referencing past cases
You may be asked to:
Provide clarification or more evidence
Join private discussions with a mediator
Respond to specific questions
Consider resolution options
Mediation Approaches
Facilitated Negotiation:
Mediator helps both sides find an agreeable outcome
Both parties retain control over the decision
Practical, solution-focused conversations
Recommended Resolution:
Non-binding recommendation from mediator
Based on platform policy and evidence
Can be accepted, rejected, or modified by either party
Binding Decision:
Used for serious or policy-violation cases
Final call made by platform
Includes actions like refunds, content removal, account flags
Appeals allowed only for procedural reasons
Common Resolution Options
Financial:
Full or partial refunds
Credit for future purchases
Adjustments to creator payouts
Compensation for confirmed losses
Content-Based:
Updated/corrected files
Alternative files of similar value
License upgrades
Content delisting if needed
Service-Based:
Better support expectations
Improved documentation
Technical help from creators
Monitoring accounts to ensure compliance
Special Dispute Categories
Copyright and IP Disputes
Handled through our legal process:
DMCA takedowns and counter-notices
Trademark claims
Disputes over attribution or originality
Response time: 4–24 hours for urgent cases
Reference: See Intellectual Property Policy
Payment and Financial Disputes
Common Stripe-related issues:
Delays in payouts
Bank verification errors
Currency or conversion concerns
Fraud prevention holds
Platform commission issues:
Revenue breakdown
Tax handling or fee structure questions
Timing of payout releases
We work with financial partners to resolve these promptly.
Technical Content Disputes
Examples:
Files not working as shown
Compatibility issues
Performance concerns
Missing elements
Process:
Expert technical review
Testing on devices or tools
Comparison to previews and listing
Final resolution recommendation
Appeals and Escalation
When You Can Appeal
You may appeal when:
New evidence has surfaced
There were procedural mistakes
Platform policy was misapplied
Major facts were missed
Appeals cannot be made for:
Disagreement with policies
Wanting a different outcome
Minor fact disagreements
Already addressed issues
Appeals Process
Submit to: appeals@rillic.com
Deadline: Within 30 days of decision
Include:
Case number and original decision
Clear reason for appeal
Supporting evidence (new or previously unavailable)
Explanation of what should change and why
Review includes:
Senior staff not involved in original case
Independent review of materials
Final written decision within 14 business days
External Arbitration
When to use:
Internal appeals are exhausted
The amount exceeds $1,000
Legal expertise is required
A party requests binding resolution
Conducted by: International Chamber of Commerce (ICC)
Legal venue: Delaware, USA
Language: English
Costs: Each party pays own legal costs unless decided otherwise
Result: Final and binding
Prevention and Best Practices
For Creators
Avoid disputes by:
Writing clear, accurate content descriptions
Matching previews to actual performance
Responding quickly to questions
Testing files before uploading
Being transparent about usage terms
Best practices:
Offer excellent support
Keep clear records of custom work
Communicate updates clearly
Build trust through quality work
Use buyer feedback to improve
For Buyers
Avoid disputes by:
Reading all content and license info
Asking before purchasing if unsure
Testing files soon after download
Being clear about expectations
Respecting license terms
Tips:
Review creator ratings and feedback
Start with smaller purchases to test quality
Match expectations with price paid
Clearly document custom project needs
Offer feedback to help creators improve
Platform Tools That Help
Communication:
In-platform messaging with logs
Message templates
Translation for global users
Escalation options when stuck
Transaction Protections:
Clear license terms
Secure payments
Auto-refunds for undownloaded files
Creator track records and rating system
Frequently Asked Questions
"How long does dispute resolution take?"
Typically 5–7 business days. Up to 14 for complex issues.
"Does it cost money to file a dispute?"
Internal resolution is free. Arbitration may have legal costs.
"Can I resolve things privately after filing?"
Yes. Let us know and we’ll close the case.
"What if I disagree with the result?"
You can appeal within 30 days if there’s new evidence or a process issue.
"Are decisions final?"
Yes—unless successfully appealed.
"What happens to content during a dispute?"
It may be temporarily delisted if necessary.
"How are refunds handled?"
Based on standard refund policy and case findings.
"What if the other party is unresponsive?"
We will proceed based on the evidence available.
"Can I get paid for time lost due to bad content?"
Generally limited to refunds or confirmed direct expenses.
Getting Additional Help
Support Resources
Helpful materials:
Dispute Prevention Guide
Communication Best Practices
Platform Policy FAQ
Legal Resource Guide
Professional Support Contacts
Copyright/IP: dmca@rillic.com
Payment & Payouts: payouts@rillic.com
Technical Issues: support@rillic.com
Safety Concerns: safety@rillic.com
Community Resources
Creator/Buyer discussion forums
Mentorship from experienced users
Webinars and training sessions
Case studies and success tips
Legal Help
You may need legal support if:
High-value disputes
Intellectual property questions
Cross-border legal matters
Potential legal violations
We can offer:
Attorney referrals
Documentation of our platform decision
Support for valid legal investigations
Continuous Improvement
Feedback and Learning
We encourage you to:
Share your dispute experience
Recommend policy/process updates
Share success tips
Join research sessions
We’ve improved:
Messaging tools
Evidence submission system
Prevention education
Streamlined processes
Policy Evolution
Why we update:
Legal and industry changes
New dispute types
User feedback
Performance reviews
We provide:
Annual reports
Effectiveness reviews
User satisfaction insights
Transparency reports
Remember: Most disputes can be avoided with clear communication and professionalism.
When needed, our dispute resolution system is fast, fair, and focused on practical outcomes.
Still have questions?
Email us at disputes@rillic.com or visit the Help Center.