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Human review

After a decision, either side can ask once for a person to review it. The dispute returns to needs_review with their reasons attached, and you receive dispute.needs_review. Your reviewer then calls /review:
An override’s note becomes the reasons both sides see.

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Escalation to arbitration

When arbitration_enabled is true, a party can take the decision to binding arbitration during the review window. The amount in dispute is:
  • for the buyer, what they did not get back;
  • for the seller, what they had to refund.
Arbitration needs both sides to agree after the dispute arose (during the pilot, Rule 1(b)). When a party asks:
  1. the dispute moves to awaiting_agreement and you receive dispute.arbitration_requested with answer_due_at;
  2. the other side has 14 days to agree or decline on their dispute page;
  3. if they decline or do not answer, the dispute closes (dispute.closed, with resolution set to arbitration_declined or arbitration_not_agreed) and your decision stands.
If they agree, Rubicourt:
  1. opens an arbitration case with the requesting party as claimant;
  2. attaches every file from the dispute, the transaction record, and a record of both sides’ statements and your decision’s outcome;
  3. assigns an arbitrator at random and emails both parties;
  4. sends you dispute.escalated with case_id. From then on, follow the case with the arbitration API.
The arbitrator decides the claim afresh. The award replaces your Resolve decision.

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Keeping Resolve and arbitration apart

Rubicourt runs your dispute service and also administers the arbitration, so:
  • the arbitrator never sees reasoning written by Resolve’s AI. Reasons your own reviewer wrote are passed on as your platform’s position;
  • every arbitrator disclosure, and the request your user sees, states that Rubicourt runs your dispute service under a paid contract;
  • arbitrators have no role in Resolve.
Only enable arbitration if your terms of service include an agreement to arbitrate with Rubicourt. Individuals pay at most $50; your platform pays the rest of the flat fee.