Identify the Issue
Confirm the nature of your claim: lost cargo, damage, delay, incorrect delivery, payment dispute, or compliance flag. Gather all relevant shipment IDs and transaction hashes.
Collect Evidence
Document the issue with photos, weight/measurement receipts, Bill of Lading, supplier invoices, and any carrier communications. The stronger your evidence, the faster the resolution.
Submit Your Claim
Use the Dispute button on the relevant shipment in the Escrow Payments page, or contact our claims team directly. Claims must be submitted within 14 days of the triggering event.
Review Period
Our team reviews your evidence within 3–5 business days. Both parties may be asked to provide additional documentation. On-chain records on Arbitrum are used as the authoritative audit trail.
Resolution
A resolution is issued: funds are released, refunded, or split according to the outcome. On-chain settlement is executed automatically. You will be notified of the outcome by email and in-app.
Visible or concealed damage to goods discovered upon arrival.
Cargo not received within a reasonable period after the estimated delivery date.
Disagreement over escrow release, supplier payout, or incorrect charge.
Shipment significantly delayed beyond the contractually agreed timeline.
Goods received do not match the order description or purchase specification.