Protocol B — Digital Items Dispute & Arbitration Protocol
Effective Date: 01/22/2026
Applies To: User-to-user transactions recorded on the Platform involving digital items (“Digital Items”)
Incorporation: This Protocol is incorporated into and governed by the User Dispute Resolution Rules (UDRR). If this Protocol conflicts with UDRR, UDRR controls.
1. Purpose
This Protocol provides the procedure and decision rubric for Transaction Disputes involving Digital Items. It is designed to rely primarily on objective platform logs (delivery/transfer/activation) and to produce consistent, defensible outcomes.
2. Scope and Digital Item Types
This Protocol applies to Digital Items that are delivered electronically, including (by example):
- account-to-account transfers (platform-native items, entitlements, subscriptions)
- access grants (roles, permissions, memberships)
- license keys, activation codes, redemption links
- downloadable files hosted or delivered through the Platform (where applicable)
This Protocol does not apply to disputes that are primarily about physical shipment, local pickup, or services. Those are covered by other protocols.
3. Definitions
- Delivery Event (Platform-Verified): A platform log indicating the Digital Item was successfully delivered to, transferred to, activated by, or access-granted to the buyer’s account, including a transaction ID and timestamp.
- Access Grant: A permission, membership, role, subscription, or entitlement added to the buyer’s account.
- Revocable Item: A Digital Item that the Platform can revoke, roll back, or reassign without relying on third parties.
- Irreversible Item: A Digital Item that cannot be reliably revoked (e.g., third-party redemption, one-time key consumed, off-platform delivery).
- Material Misdescription: A mismatch between what was promised in the listing/record and what was delivered that a reasonable buyer would consider important (wrong tier/edition, wrong duration, wrong permissions, already-redeemed key, etc.).
- Unauthorized Transaction: A purchase initiated without the account holder’s authorization (e.g., account takeover).
4. Core Principles
- Platform logs are primary evidence for delivery, activation, and access.
- Finality after verified delivery is permitted, but must include narrow exceptions (unauthorized transaction, material misdescription, platform error).
- No outcome-based incentives for neutrals; decisions must be evidence-based and consistent.
- Privacy and security: limit exposure of secrets (keys, credentials) and require redaction.
5. Timelines
Unless the transaction record specifies a different claim window:
- Claim window: 14 calendar days from the Delivery Event, or from purchase if no Delivery Event exists.
- Response window: 14 calendar days from notice (UDRR default).
- Reply window (optional): 7 calendar days.
- Extensions: available for good cause.
Short-window items (optional setting): For consumable/instant items (e.g., single-use keys), the transaction record may specify a shorter claim window (minimum 72 hours) if conspicuously disclosed before purchase.
6. Evidence Rules (Digital Items)
Accepted evidence includes:
- Platform delivery/transfer/access logs (primary)
- activation/redemption logs (Platform and integrated third-party logs if available)
- listing terms and transaction record
- account access logs (login/devices, security events)
- customer support case history (timestamps)
- screenshots/videos (secondary; must be authenticated when contested)
Handling sensitive information:
- Parties must not publicly post keys/passwords.
- Keys may be submitted through a secure field or masked format (e.g., show last 4 characters), unless the Neutral requests full key through secure submission.
7. Burden and Standard of Proof
The claimant bears the burden to prove the claim by preponderance of the evidence.
8. Dispute Types and Decision Rubric
A. “Item Not Delivered” (IND)
Question: Did a Platform-Verified Delivery Event occur to the buyer’s account?
- If no Delivery Event exists and seller cannot prove delivery via platform logs or integrated confirmation: buyer prevails (refund or re-delivery).
- If Delivery Event exists to the correct buyer account: claim is denied unless buyer proves platform error or unauthorized transaction.
Common outcomes:
- Re-delivery (if available)
- Refund (if delivery cannot be completed)
- Partial remedy only if part of the item/access was delivered
B. “Wrong Recipient / Wrong Account”
- If seller delivered to an account other than the buyer’s account specified in the transaction record: buyer prevails (refund or correct delivery).
- If the buyer provided an incorrect recipient identifier and seller delivered as instructed: neutral may deny refund or split remedy depending on reasonableness and reversibility.
C. “Not as Described” (INAD — Digital)
Question: Does the delivered item/access materially match the transaction record?
Buyer must show the mismatch (wrong tier/edition, wrong duration, wrong permissions, region lock not disclosed, already-redeemed key, etc.).
Seller must show what was promised and what was delivered (listing + logs).
- Material misdescription proven: buyer prevails (refund, replacement, or corrected access).
- Minor discrepancy: partial refund may be appropriate.
- Misdescription not proven: seller prevails.
Already-redeemed key:
- If key was redeemed before delivery (or was invalid at delivery): buyer prevails.
- If key was valid at delivery and redeemed by buyer: seller prevails unless unauthorized is proven.
D. “Unauthorized Transaction / Account Takeover”
This is the main exception to finality.
Evidence may include:
- unusual login/device/IP events, password reset history
- rapid sequence of suspicious actions
- buyer’s prompt reporting behavior
- whether delivery/access grant was immediate and irreversible
Outcomes:
- If unauthorized is more likely than not: buyer prevails; neutral may order revocation (if revocable) and refund.
- If unauthorized is not proven: seller prevails.
E. “Chargeback / Payment Reversal After Delivery”
If seller proves Delivery Event and the platform confirms non-payment/chargeback:
- Seller prevails (payment owed).
- Neutral may order buyer to pay or authorize platform enforcement remedies (account restriction) consistent with UDRR.
F. “Platform Error”
If logs show contradictory states (delivered but not accessible; duplicated transaction IDs; failed entitlement sync), neutral may:
- pause decision, request ODRC technical verification, and/or
- order corrective action (re-sync entitlement) and then decide remedy if still unresolved.
9. Remedies (Digital Items)
Neutrals may award only transaction-tied remedies:
- Refund (full/partial)
- Replacement / corrected delivery
- Revocation/rollback (revocable items only)
- Access adjustment (change tier/duration/permissions to match record)
- Fee allocation per UDRR/fee schedule
Irreversible delivery rule: If an Irreversible Item has a verified Delivery Event and no exception applies, refunds are generally denied.
10. Record Closure and Decision
The record closes when the Neutral indicates no further evidence is required or deadlines pass. Decisions should:
- identify the Delivery Event status,
- address each claim element,
- state remedy and compliance deadlines.
11. Non-Compliance
Failure to comply may result in platform enforcement actions (holds, account restrictions) consistent with UDRR and applicable law.
12. Appeals
Appeals follow UDRR. For Digital Items, “new evidence” must be objective (logs, third-party verification) or explain why it was unavailable earlier.
13. Security and Privacy Controls (Operational Requirements)
- Secure fields for key submission
- Automatic redaction of secrets in messages
- Audit trail for any staff-assisted log verification
- Minimum data retention period sufficient for dispute windows and enforcement