Buyer-Seller Dispute Resolution Policy

1. Scope

This Policy applies to all transactions completed through the Upmos marketplace between a buyer and a third-party seller. It does not apply to: (a) disputes between Upmos and a buyer regarding Upmos-sold products; (b) chargebacks filed directly with a payment network before an Upmos dispute has been opened and allowed to run to completion; or (c) disputes arising from transactions conducted outside the Upmos platform.

This dispute process is part of the buyer protections provided under the Upmos Guarantee; opening a dispute here is the recommended first step before escalating to your payment provider.

2. Eligibility

A buyer may open a dispute if: (a) they did not receive their order within 7 calendar days after the seller’s stated delivery window; (b) the item received is materially different from its listing description or photos; (c) the item is damaged, defective, or counterfeit; or (d) an unauthorized return was processed and no refund was issued. Disputes must be opened within 30 calendar days of the expected delivery date shown in the order confirmation.

3. Opening a Dispute

1. Log in to your Upmos account and navigate to Orders → [Order] → Open Dispute.
2. Select the reason that best describes your issue.
3. Upload supporting evidence (photos, screenshots, tracking info).
4. Submit. You will receive a confirmation email and an on-platform case number within 1 hour.

Upmos will notify the seller immediately upon case creation.

4. Seller Response Window

The seller has 5 business days from notification to respond with their evidence and proposed resolution. If the seller does not respond within this window, Upmos will rule in the buyer’s favor and issue a full refund automatically — no further action required from the buyer.

5. Evidence Standards

Both parties may submit: photographs or video of the item received; screenshots of order confirmations, tracking, and communications; delivery carrier scans; third-party inspection reports. Evidence must be unedited and directly relevant. Upmos reserves the right to disregard evidence that appears altered or fabricated, and may suspend the submitting party’s account pending review.

6. Upmos Mediation

Once both parties have submitted (or the seller’s window has expired), an Upmos Trust & Safety specialist will review all evidence and apply the following standards: (a) if the item was not delivered and tracking confirms no delivery, buyer wins; (b) if the item is materially different from the listing, buyer wins; (c) if delivery is confirmed and the item matches the listing, seller wins; (d) in ambiguous cases, Upmos may request additional evidence or issue a partial refund. Decisions are issued within 10 business days of the review opening.

7. Refund & Credit Outcomes

8. Escalation to Chargeback

If a buyer is unsatisfied with Upmos’s decision, they may escalate to their payment network (chargeback). However, buyers who file a chargeback while an Upmos dispute is still open, or who file a chargeback within 7 days of an Upmos ruling, may be flagged for abuse review. Upmos will provide all case evidence to the payment network in response to any chargeback representation request. Nothing in this Policy limits your rights under applicable law, including the Fair Credit Billing Act (15 U.S.C. § 1666) and the Electronic Fund Transfer Act (15 U.S.C. § 1693 et seq.); the abuse review described above applies only to bad-faith chargebacks (for example, disputing a charge for an item you received as described and kept), not to good-faith disputes. See the Chargeback Policy for full details.

9. Abuse of the Dispute System

Buyers who open disputes in bad faith (e.g., false claims of non-delivery when tracking confirms delivery, or repeated disputes with no valid basis) may have their dispute privileges suspended, their account reviewed, or be permanently banned from the platform. Sellers who attempt to coerce buyers into withdrawing disputes, or who submit fabricated evidence, face immediate suspension pending investigation.

10. Appeals

Either party may appeal a dispute decision within 5 business days of the ruling by emailing disputes@upmos.com with new evidence not previously submitted. Appeals are reviewed by a senior Trust & Safety specialist. Appeal decisions are final.

Governing Law & Jurisdiction

This Policy is governed by and construed in accordance with the laws of the State of Texas, United States of America, without regard to its conflict-of-law provisions. Any dispute arising out of or relating to this Policy that cannot be resolved through our internal process shall be submitted to binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, with proceedings conducted in Houston, Harris County, Texas. You and Upmos each waive the right to a jury trial and the right to participate in any class-action or collective proceeding.

If arbitration is found unenforceable or inapplicable to a particular claim, you agree that any legal action shall be brought exclusively in the state or federal courts located in Harris County, Texas, and you irrevocably consent to the personal jurisdiction of those courts.

If any provision of this Policy is held invalid or unenforceable, the remaining provisions continue in full force. Our failure to enforce any right or provision shall not constitute a waiver. This Policy, together with our Terms of Use, constitutes the entire agreement between you and Upmos with respect to the subject matter herein.

Related Policies

Version History

Contact & Questions

If you have questions about this policy, please contact:

Disputes & Appeals

disputes@upmos.com

Legal & Compliance

legal@upmos.com

Mailing Address

Upmos Inc., 9896 Bissonnet St, Houston, TX 77036