1Initial review
Once a dispute is opened, the TRUZH moderation team reviews the details and evidence from both sides. Both parties are given opportunity to present their case and respond to the other party's statements.
2Mediation
The moderation team can help both sides reach a fair outcome, such as a return, or a full or partial refund paid by the seller. Most problems are resolved at this stage when both parties act in good faith.
3Final decision
If mediation fails, TRUZH can take action on the accounts involved under its Terms, but it cannot order or pay a refund, because it never holds the payment. Users keep all their legal rights, including going to court and, for purchases from professional sellers, using an accredited consumer dispute resolution body listed by the European Commission at consumer-redress.ec.europa.eu/dispute-resolution-bodies.