Escrowlyst
Process

Dispute Resolution

Every deal can hit a snag. Here’s how we get to a binding decision quickly, fairly, and on the record.

Last updated · January 1, 2026

Who can open a dispute

Either the buyer or the seller can request a dispute review at any point before funds are released from the vault. After release, the deal is considered closed and disputes must be opened against the original counterparty directly.

How to start one

  • Type /dispute inside your Telegram deal thread.
  • In two or three sentences, state what you believe has gone wrong.
  • Attach any supporting evidence — screenshots, on-chain hashes, recordings, files, dates.
  • Do not delete any messages from the thread; we treat the full thread as evidence.

What happens immediately

  • Funds are frozen in the vault — neither party can move them.
  • Both parties are notified inside the thread.
  • A dedicated dispute officer joins within 4 working hours.
  • A 24-hour evidence window opens; both sides may submit additional materials.

What we weigh

  • Written deal terms. The terms documented at the top of the thread are authoritative.
  • Deliverable evidence. Files transferred, access granted, work delivered, milestones signed off.
  • On-chain history. Deposits, addresses, timestamps and confirmations.
  • Communication history. The entire thread, treated as one continuous record.
  • Industry norms. Where terms are silent, we apply the customary practice for the asset class.

Outcomes

Possible decisions

  • Release in full — to the seller, where delivery is judged complete.
  • Refund in full — to the buyer, less the non-refundable middleman fee.
  • Partial release — split between the parties in proportion to delivery.
  • Re-do window — a short, defined period for the seller to complete or correct delivery.

Average resolution time

92% of disputes are closed within 24 hours of being opened. Complex cases involving custom services or external verification may take up to 5 working days.

What we will not do

  • We will not take a side without evidence. "He said, she said" is decided in favour of the documented terms.
  • We will not refund the middleman fee. It pays for the officer’s time regardless of outcome.
  • We will not reopen a deal once a binding decision has been issued and executed.
  • We will not act on threats — public ones, legal ones, or otherwise.

Appealing a decision

Decisions are binding but may be appealed once, within 7 days, to our head of disputes. New evidence is required. Appeals that simply re-state the original argument are dismissed without re-opening the vault.

The middleman fee, in disputes

The 2.5% middleman fee is retained regardless of the dispute outcome. It pays for the officer’s time and the vault custody. This is what allows us to remain truly neutral — we are not financially incentivised to favour either side.

Bad-faith disputes

Repeatedly opening disputes that lack evidence, or that contradict clearly documented terms, will result in being barred from future Escrowlyst deals. The platform exists to settle real disagreements, not to weaponise the freeze button.