Moderation Protocol - Shipped Goods

Moderation Protocol - Shipped Goods

Guiding Principles

• Treat all parties (buyers, sellers, and any intermediaries) equally.

• Maintain neutrality in collecting evidence and making a decision.

• Resolve disputes quickly to ensure a seamless user experience.

• Set internal benchmarks for each step to avoid long wait times.

• Tiered approach: simple cases resolved quickly, complex cases escalated to senior mods

• Clearly disclose what evidence is needed, how to provide it, and how decisions are made.

• Maintain comprehensive logs of all communications, timestamps, evidence, and decisions

• Send automated reminders for evidence submission deadlines.

• Protect personal information (addresses, payment methods, contact details, all other PII).

• Comply with relevant data protection laws and regulations.

• Ensure the resolution is proportionate to nature of the dispute

• Align shipping responsibility with the party at fault.

• If unclear, consider a shared cost or a neutral resolution approach.

Workflow Overview

1. Dispute Initiation
1. The buyer or the seller lodges a dispute through Oath (Report Button)
2. Parties are encouraged to resolve the dispute among themselves
3. If parties cannot resolve themselves, both parties pay arbitration fee
4. The dispute reporter is prompted to provide supporting evidence.
5. The auto-generated Oath ID is used as the case reference ID.

2. Notification to Parties
1. Both parties receive immediate notification of the dispute.
2. Both parties have 7 days to submit evidence once the dispute is opened.
3. The dispute receiver is prompted to respond with their own evidence.
1. If the receiver does not respond in time and pay arbitration fee, they will automatically lose the dispute given the submitting party has verified, supporting evidence

3. Evidence Gathering and Verification
1. Moderators systematically collect and review evidence (detailed in Evidence Requirements).
2. Automated tools can perform initial checks (e.g., tracking info verification, suspicious activity checks).

4. Case Evaluation
1. A moderator evaluates the collected evidence.
2. Moderators aim to make a decision within 5 business days after receiving all evidence.
3. Additional clarifications may be requested from either party if evidence is insufficient.

5. Decision
1. Moderator decides on the outcome based on the protocol (refund, partial refund, return, etc.).
2. Both parties receive a resolution message detailing the rationale and outcome.

6. Appeals and Escalations
1. Each party can file an appeal within 7 days of the initial decision.
2. Escalation reviews typically take another 5-7 days.
3. Appeals must submit new evidence, not provided earlier (e.g., additional tracking info, communication logs, photos)
4. An escalation team or senior moderator conducts a final review.
5. Issue a final, binding decision. There is no further appeal beyond this.

7. Final Resolution
1. Members must submit evidence to show the moderator resolution was followed (refund payment, ship back, no additional fraud etc.)
2. Arbitration fee is refunded to winner and Oath account status is updated for both

Evidence Types and Verification

Evidence from Buyer

• Payment receipts, transaction ID, confirmation emails, or screenshots of transaction details.
1. Transactional Verification
1. Cross-check the payment reference or transaction ID with the payment processor (PayPal, Venmo, credit card bank, etc.).
2. If the payment platform has its own internal transaction system, match the transaction ID to the buyer’s account logs and the platform’s ledger.
3. Ask for screenshots or screen recordings from both sides
4. A screenshot alone can be fabricated—always verify server-side logs.
2. Bank Statements
1. Request a partial screenshot of the buyer’s or seller’s official bank statement showing the transaction (with sensitive info redacted).
2. Inconsistent logos, fonts, or account numbers that do not match known bank formats suggest manipulation.
3. Platform-Level Checks
1. Many payment platforms provide an API or admin dashboard. Use these to confirm that an actual payment took place on the date/time claimed.
2. If a transaction is “pending” in the system but the user claims it’s “completed,” that’s a red flag.

• Buyer’s statement that no item was delivered.

• Relevant timestamps (when the buyer expected delivery, any communication with seller about delays).

• Expert or third-party evaluation if available (for expensive items, collectibles, etc.).

• Photos or videos highlighting discrepancies or damage.
1. Metadata Checks
1. Inspect EXIF data (exchangeable image file format) to see if images were captured at the stated time/place.
2. Look for inconsistencies such as missing metadata, timestamps that don’t match the timeline, or EXIF data from a different device than claimed.
2. Image Forensics
1. Use basic or advanced forensics tools (such as error level analysis) to spot suspicious edits.
2. Look for anomalies in lighting, shadows, or repetitive pixels that might indicate the image has been doctored.
3. Comparative Analysis
1. Compare the buyer’s and seller’s photos side-by-side.
2. If a seller claims the buyer’s photo is forged or vice versa, request additional angles, live video demonstrations, or real-time photos with specific reference markers (like a date or a handwritten note).

• Initial messages showing conversation between users

• Messages or emails demonstrating the buyer attempted to resolve the issue with the seller.

• Request header information or partial threads to verify the timeline.

Evidence from Seller

• Tracking information, courier receipts, shipping carrier updates (with date and time stamps).

• Carrier Verification
• Directly validate the tracking number with the courier (e.g., via the official website or a carrier API).
• Require shipping purchase receipts ask for receipts from the shipping purchaser
• Check origin and destination: confirm the ship-from and ship-to addresses actually match the seller’s address and the buyer’s shipping address on file.
• Examine shipping times: if the shipping date is after the dispute was opened, or before the item was listed, that’s a red flag.

• Geographic Mismatch
• Verify the ZIP/postal code on the courier’s official system. Fraudsters sometimes use legitimate but unrelated tracking to the same ZIP code.
• If the buyer’s address is in a different city or state than what the tracking shows, that suggests potential fraud.

• Signature Confirmation (if applicable)
• Request proof of delivery that includes the recipient’s signature.
• If the signature is obviously mismatched or unreadable, require additional supporting evidence (e.g., photo at delivery, courier confirmation).

• Original product description, images, or any disclaimers about condition or authenticity.

• Return policies

• Product serial numbers, etc.

• Photos/videos taken before shipment to demonstrate condition.

• Relevant tests or quality checks performed before sending.

• For branded or high-value items, any paperwork verifying authenticity.

• Messages or emails demonstrating the buyer attempted to resolve the issue with the seller.

• Request header information or partial threads to verify the timeline.

Additional Verification Steps

1. IP, Device Fingerprinting
1. Confirm the device that was used during the transaction.

2. Expert Appraisal
1. For items like artwork, jewelry, or collectibles, an expert opinion may be required.
2. The cost of appraisal can be shared or determined based on platform policy (often the seller is responsible if they misrepresented the item).

3. Platform Security Checks
1. Check for repeated dispute patterns from the same buyer or seller (fraud prevention).
2. Automatic flags for “suspicious behavior.”

4. Two-Factor Verification
1. Require two forms of evidence for key elements. For example, if a seller claims they shipped, they must provide the tracking number and a copy of the shipping receipt with the buyer’s name/address.
2. If a buyer claims they have proof of payment, they must show the platform’s transaction record and partial bank statement (or the corresponding transaction ID visible in their account details).

5. Escalate Complex Cases to a Senior Moderator
1. If the evidence authenticity is questionable, pause the standard resolution timeline.
2. Escalate the case to a specialized or senior moderator with more experience in detecting fraud.
3. They can request advanced evidence, conduct deeper checks, or involve platform security teams.

Dispute Categories & Best Practices

Buyer Initiated

📭 Item Not Received (INR)

Buyer claims non-delivery.

1. Statement that item never arrived

2. Order confirmation or transaction ID

3. Communication logs (if any) with the seller

1. Valid tracking number showing origin & destination (verify with carrier)

2. Courier receipt or proof of shipment

3. Delivery confirmation (signature or photo if available)

4. Communication logs with buyer

• If delivery proof is valid (correct address/time/signature): side with seller
• verify with carrier - down to specific address, not just zip code
• verify with proof of purchase from carrier

• If no valid delivery proof or mismatched address: side with buyer

📍 Delivered-but-Not-Received (Porch Piracy / Misdelivery / Carrier Scan Error)

Tracking shows “delivered” but buyer claims package never arrived. This is distinct from standard INR where no delivery attempt was made.

1. Statement that item was not received despite tracking showing delivered

2. Any security camera footage or doorbell camera recordings (if available)

3. Communication with carrier about the delivery

4. History of delivery issues at the address (if applicable)

1. Carrier GPS/geolocation proof of delivery

2. Photo proof of delivery from carrier (if available)

3. Signature confirmation (if purchased)

4. Buyer’s alternative delivery instructions on file (e.g., “leave at back door”)

• If signature confirmation exists and matches buyer’s name: side with seller

• If GPS/photo proof shows correct address but no signature:
• Request carrier affidavit or investigation
• If carrier confirms proper delivery: side with seller
• If carrier admits scan error or misdelivery: buyer receives refund; carrier is liable; seller not at fault

• If no delivery proof beyond scan: side with buyer

• Fraud Check: Repeated “delivered but not received” claims from same buyer triggers fraud review and potential account action

⏳ Delayed-in-Transit

Package is in transit longer than expected but has not yet been declared lost by the carrier.

• Domestic shipments: INR dispute cannot be opened until 14 days past estimated delivery date

• International shipments: INR dispute cannot be opened until 30 days past estimated delivery date

• Peak shipping periods (holidays): Add 7 additional days to thresholds

• If INR is filed before the threshold: pause the dispute and notify buyer to wait

• Provide buyer with carrier tracking updates automatically

• If carrier marks package as “in transit” with recent scans: dispute remains paused

• If no tracking update for 7+ days after threshold: treat as lost

• If carrier officially declares package lost: proceed with standard INR resolution

• Seller should file insurance claim with carrier if applicable

🏚️ Item Not as Described (INAD)

Buyer claims product differs significantly from the seller’s listing or description not due to courier shipping. (i.e. damaged or functionally defective)

1. Photos/videos showing discrepancies or damage

2. Comparison to product listing or official specs

3. Communication logs (if any) with the seller

1. Pre-shipment photos showing product condition
1. Proof of adequate packaging, shipping optional, but desired

2. Communication logs (if any) with the buyer

3. Original details and disclaimers will show up on Oath

• If clear discrepancy (damage, different model, missing parts)
• If parties can agree, find a partial refund amount
• If not, full refund, seller pays for shipping back
• Do not close until seller receives item back and marks as complete

• If damage due to courier, seller covers, nobody at fault
• If parties can agree, find a partial refund amount
• If not, full refund, seller pays for shipping back
• Seller attempts to get money back via courier insurance
• Do not close until seller receives item back and marks as complete

• If seller’s listing & item match: Dispute closed in seller’s favor

📦 Partial Delivery / Missing Parts / Box Contents Mismatch

Buyer receives the package but claims contents are incomplete, parts are missing, or items don’t match what was ordered.

1. Unboxing video (timestamped, showing sealed package being opened) — strongly preferred

2. Photos of all received contents with packaging visible

3. Original order confirmation showing what was expected

4. Weight of package as received (from shipping label if visible)

1. Packing list or manifest showing what was included

2. Pre-shipment photos/video of items being packed

3. Package weight at time of shipment (from carrier receipt)

4. Serial numbers or unique identifiers of items shipped

• If package weight at shipment vs. delivery differs significantly: investigate carrier tampering; buyer likely wins

• If weight matches but contents differ: compare packing evidence
• If seller has video proof of packing: side with seller
• If no packing evidence: side with buyer

• If partial contents verified missing: partial refund for missing items OR seller reships missing parts

• If no evidence of missing parts: side with seller

🔧 Damage: Packaging Standards vs. Carrier Handling

Item arrived damaged, and there is a dispute over whether the seller packaged inadequately or the carrier mishandled the shipment.

• Electronics: Anti-static bags, bubble wrap, rigid outer box, “Fragile” label

• Glassware/Ceramics: Individual wrapping, foam inserts, double-boxing

• Clothing/Soft goods: Poly bags or tissue paper, weather-resistant outer packaging

• Collectibles/Art: Corner protectors, acid-free materials, rigid mailers or crates

1. Photos of external package upon arrival (before opening)

2. Photos of internal packaging materials

3. Photos of damaged item with context

4. Carrier damage claim filing (if applicable)

1. Pre-shipment photos showing packaging used

2. Proof packaging meets minimum standards for item category

3. Receipt showing packaging materials purchased (optional but helpful)

• Seller at fault if:
• Packaging does not meet minimum standards for the item category
• No evidence of external box damage but item is damaged inside
• Seller did not declare fragile items or purchase appropriate shipping service

• Carrier at fault if:
• Packaging met or exceeded standards
• External box shows clear signs of mishandling (crushed, punctured, water damage)
• Seller should file carrier insurance claim; buyer receives refund

• Shared fault if:
• Packaging was borderline adequate and external damage is minor
• Consider partial refund split between parties

😈 Unauthorized Transaction

Buyer claims that a purchase was made without their consent or by someone else.

1. Proof account was hacked or stolen credentials (account logs, device IP mismatch)

2. Communication with bank or card issuer

3. Communication logs (if any) with the seller

1. Communication logs (if any) with the buyer

2. Confirmation that purchase was made under the buyer’s account

3. Shipping details (if item shipped)

4. Seller following platform’s security protocols

• This is extremely unlikely given Face Scanning is needed to login on a new device

• Review communication logs to measure actual intent

• If legitimate fraud, investigate how unauthorized access was obtained: transaction nullified

• If buyer’s own negligence (family used account): case-by-case, buyer is likely at fault

• Return item to seller if possible

📬 Wrong Address Issues

Package was shipped to or intended for an incorrect address due to buyer error, seller error, or an address change scam.

• Buyer provided incorrect address at checkout

• Seller shipped to the address on file

• Buyer provided correct address

• Seller shipped to a different address (typo, old address, etc.)

• Buyer requests address change after purchase to redirect package

• Common fraud pattern: buyer claims non-delivery after redirecting to accomplice

1. Original order confirmation showing address provided

2. Any address change requests made (with timestamps)

3. Communication logs with seller regarding address

4. Carrier intercept request confirmation (if attempted)

1. Shipping label showing address used

2. Original order address from Oath platform

3. Any address change requests received (with timestamps)

4. Proof of carrier intercept attempt (if applicable)

• Buyer entered wrong address:
• Buyer at fault; no refund unless package is recovered
• Seller should attempt carrier intercept if still in transit
• If intercept successful: buyer pays intercept fee; transaction proceeds
• If package delivered to wrong address: buyer’s loss

• Seller shipped to wrong address:
• Seller at fault; full refund to buyer
• Seller may attempt recovery but bears all costs

• Address change scam suspected:
• Freeze both accounts pending investigation
• Review communication patterns and account history
• If fraud confirmed: favor the non-fraudulent party; account ban for fraudster

🚫 Refused Delivery / Return-to-Sender

Buyer refuses to accept delivery, or package is returned to sender as undeliverable.

• Buyer actively declines to accept package at delivery

• Common reasons: changed mind, found better price, remorse

• Carrier cannot deliver (wrong address, incomplete address, business closed, etc.)

• Package unclaimed after carrier’s holding period

1. Explanation for refusal (if applicable)

2. Evidence of delivery attempt issues (if claiming undeliverable due to seller error)

1. Carrier tracking showing refused/returned status

2. Original shipping label with buyer’s address

3. Published return policy (if applicable)

4. Restocking fee policy (if applicable)

• Buyer actively refused (buyer’s choice):
• Buyer may owe restocking fee per seller’s stated policy
• Buyer pays original shipping cost (non-refundable)
• Buyer pays return shipping cost if seller requires
• Refund = Purchase price - restocking fee - shipping costs

• Undeliverable due to seller error (wrong address, illegible label):
• Seller at fault; full refund including shipping
• Seller bears return shipping costs

• Undeliverable due to buyer error (wrong address provided, unclaimed):
• Buyer at fault
• If package returns to seller: refund minus all shipping costs
• If package lost in return transit: buyer’s loss

🔍 Counterfeit / Authenticity Disputes

Buyer claims the item received is counterfeit, fake, or not authentic as advertised.

1. Photos/videos showing authenticity concerns (tags, labels, materials, craftsmanship)

2. Comparison to known authentic items (official brand photos, authentication guides)

3. Third-party authentication report (required for high-value luxury items, collectibles, art)

4. Communication with brand’s official authentication service (if available)

1. Proof of purchase from authorized retailer or original owner

2. Authenticity certificates, receipts, or provenance documentation

3. Serial numbers, date codes, or other brand-specific authenticity markers

4. Pre-shipment photos showing authenticity indicators

• For items valued over $500: require professional authentication

• Recommended services: Entrupy, Real Authentication, brand-specific services

• Authentication cost paid by:
• Seller, if item confirmed counterfeit
• Buyer, if item confirmed authentic
• Split, if inconclusive

• Confirmed Counterfeit:
• Full refund to buyer
• Item is NOT returned to seller
• Item must be destroyed or surrendered to law enforcement
• Seller receives trust score penalty
• Repeat offenders: permanent ban and report to law enforcement for trafficking counterfeit goods

• Confirmed Authentic:
• Dispute closed in seller’s favor
• Item returned to buyer
• Buyer pays authentication costs

• Authenticity Inconclusive:
• Return for refund; seller pays shipping
• Authentication costs split 50/50
• No trust score penalty for either party

• Repeat Counterfeit Sellers:
• Immediate account ban
• Compile evidence and report to law enforcement
• Notify affected buyers

Seller Initiated

💵 Non-Payment or Reversal

Seller claims payment has not arrived, or has been reversed by a bank or payment processor

1. Payment confirmation from payment provider (PayPal, bank, etc.) with confirmation ID
1. screenshots, emails, etc.

2. Statement from payment providers on reason for reversal

3. Communication logs (if any) with the seller

1. Valid tracking number showing origin & destination (verify with carrier)

2. Courier receipt or proof of shipment

3. Delivery confirmation (signature or photo if available)

4. Notice of reversal or lack of payment from payment platform (successful charge, order ID)

5. Communication logs (if any) with the seller

• If payment was never valid or fraudulent: buyer still owes funds; likely favor seller
• have buyer pay funds
• or have item returned to seller, buyer pays for shipping

• If payment was proven to be made; side with buyer

↩︎️ Return Fraud or Wrong Item Returned

Seller claims buyer returned something different than what was sent (e.g., an empty box, a counterfeit version, a broken item that wasn’t originally sent, or missing pieces).

1. Buyer’s assertion or tracking info that they shipped item back

2. Return shipping details (if any)

1. Photos/videos of returned package & contents

2. Serial numbers or unique identifiers

3. Comparison proof that returned item is not the original

• If proven mismatch (swapped item, empty box): Dispute in seller’s favor; buyer loses return/refund

• If item is the same: move to buyer’s favor

🚷 Buyer Breaking Policy

Seller claims buyer returned after window expired, not following guidelines, or has not confirmed receipt to release funds

1. Buyer’s explanation or timeline why they returned item late or did not comply with instructions

1. Seller’s proof of clearly stated policy (return window, procedure)

2. Timestamp logs (when buyer initiated return vs. actual return date)

• If policies were explicitly communicated and the buyer missed or ignored them: seller may refuse refund

• If policy unclear, platform might favor buyer or offer partial refund as compromise

International Shipping

🌍 Customs, Duties, and Import Holds

International shipment is held at customs, buyer refuses to pay duties/taxes, or item is seized as prohibited.

1. That buyer may be responsible for customs duties, taxes, and import fees

2. Items that may be restricted or prohibited in buyer’s country

3. Estimated customs value declaration

4. Shipping method and whether it includes customs clearance services

• Package held at customs awaiting payment

• Buyer declines to pay required fees

• Package in customs longer than expected but not seized

• No action required from buyer yet

• Customs confiscates item as restricted, illegal, or improperly declared

• Item will not be released

1. Customs notification showing fees required or seizure notice

2. Proof of attempts to clear customs (if applicable)

3. Communication with customs authority

4. Evidence that seller misrepresented item or failed to disclose restrictions

1. Customs declaration form showing accurate item description and value

2. Pre-sale disclosures to buyer about potential duties/restrictions

3. Communication logs regarding international shipping terms

4. Proof item is legal to export and import (if disputed)

• Buyer refuses to pay duties (disclosed at sale):
• Treated as refused delivery
• Buyer at fault; subject to restocking fee and shipping costs
• If package returns to seller: refund minus fees
• If package abandoned/destroyed by customs: buyer’s loss

• Buyer refuses to pay duties (not disclosed at sale):
• Seller at fault for failing to disclose
• Full refund to buyer including original shipping
• Seller bears return shipping costs if package is returned

• Customs delay (processing time):
• Extend INR dispute timeline by 14 additional days for customs processing
• If delay exceeds 45 days total: treat as lost; proceed with standard INR resolution
• Neither party at fault for normal customs processing time

• Item seized as prohibited:
• Seller shipped prohibited item: seller at fault; full refund to buyer
• Buyer’s country prohibits common items (and seller disclosed): buyer at fault; no refund
• Seller misdeclared customs value (under-invoicing): seller at fault; full refund + potential fraud review
• Item seized for authenticity concerns: follow Counterfeit dispute process

• Customs destroys item:
• Determine fault per above rules
• At-fault party bears the loss

Resolution Outcomes

Financial

• Issued if the item was never delivered or is significantly different from the description, and cannot be returned in a resalable condition.

• If the item is partially damaged or partially not as described, and buyer and seller agree on a new, reduced price.

• If the item can be easily repaired or an accessory is missing.

• If the item is “not as described” but can be returned in good condition.

• The seller typically pays return shipping if they are at fault.

• The buyer may pay return shipping if the fault is unclear or minor.

Shipping Costs

• Seller covers all return costs.

• Seller should also provide a pre-paid return shipping label or compensate the buyer for shipping costs.

• Buyer covers return costs (if the seller accepts a return).

• No shipping refund unless agreed upon.

• Shipper should insure high-value or fragile items where possible.

• If insurance is purchased, the courier may reimburse the shipper.

• If no insurance, liability falls on the party who set up shipping unless local laws state otherwise.

Oath Account and Trust Score Actions

• Banned from transacting on Oath until resolved

• Show ban on profile and link to unresolved, ignored dispute

• Significantly reduce trust score

• In severe cases (large-value fraud or criminal patterns), we will report the individuals to their law enforcement with the compiled evidence for wire fraud.

• These are generally large discrepancies like (Undelivered Items, Extremely Damaged - not by courier)

• Reduce trust score by set penalty

• Force low-trust users to “pay first” or “ship first” to regain trust

• These are generally small discrepancies in items, small missing accessories etc.

• 1st time offense? Reduce trust score by 5%

Continuous Improvement

1. Feedback Loop
1. Solicit feedback from parties after resolution to gauge satisfaction and identify friction

2. Moderator Training
1. Create training sessions with real-life case studies.
2. Mock dispute resolutions to calibrate fairness and consistency.
3. Provide ongoing training on the latest fraud tactics (e.g., advanced Photoshop techniques, counterfeit bank documents, tracking manipulation).

3. Policy Updates
1. Periodically revise the dispute policy to stay current with new types of fraud, emerging technologies, and user expectations.

4. Automation & AI
1. Use automation to flag potential fraud or repeated dispute behaviors.
2. Use AI to suggest likely outcomes but always have a human make final decisions for complex or high-value disputes.

5. Cross-Reference Timelines
1. Fraud often reveals itself when timelines don’t match (e.g., shipping labels generated after the dispute date, payment receipts that predate the listing, etc.).
2. Maintain a chronological dashboard for each dispute to spot these red flags quickly.