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Responding to Disputes: A Complete Seller Guide

When a buyer opens a dispute on BDX.market, the order state is immediately updated, escrow funds are frozen, and a formal mediation process begins. As a seller on BDX, knowing how to respond quickly, submit verifiable digital evidence, and communicate through official platform channels is essential to protecting your store's reputation and payout earnings.

This guide details the steps, authorization rules, and best practices for responding to customer disputes on BDX.market.

1. Overview of the BDX Dispute Workflow​

When a buyer initiates a dispute on an order:

  • Order Status: Updated to disputed.
  • Delivery Status: Updated to disputed.
  • Payout Status: Marked as held in the seller wallet ledger.
  • Notifications: Triggered across multiple channels (in-app alerts, email notifications to store managers, and administrative queue alerts).

During an active dispute, buyer delivery confirmations are locked, and standard delivery buttons are disabled. Resolution must proceed through the formal seller response panel or the three-party dispute chat thread.

2. Authorization & Permission Requirements​

Dispute responses are strictly gated by store membership and permissions:

  • Store Association: The authenticated user must belong to the seller store profile associated with the order.
  • Permission Requirements: The seller team member must have messaging or order delivery permissions.
  • Dispute State Check: Formal responses can only be submitted while the dispute status is active (open, reviewing, or seller response overdue). If the dispute is already resolved or closed, response submission is disabled.

3. Submitting a Formal Seller Response​

To submit your official response and counter-evidence, locate the dispute section on the order page.

Request Parameters​

  • Response Explanation: Detailed explanation (10 to 3,000 characters) of delivery completion, code validity, or counter-claims.
  • Evidence File: Supporting screenshot, activation receipt, or delivery proof file (max 5 MB; formats: JPG, PNG, WEBP, PDF).

Processing & Safeguards​

When a seller submits a formal response:

  1. One-Time Response Guard: Sellers submit one master formal response per dispute. Additional updates can be posted in the dispute chat thread.
  2. File Storage: Uploaded evidence files are stored securely in protected storage directories.
  3. Database Update: The dispute record updates atomically with your response text, evidence attachment, and response timestamp.
  4. Dispute Thread System Post: A system message is posted into the dispute message stream confirming response submission.
  5. Buyer & Admin Notification: An alert is dispatched informing the buyer and BDX admins that seller evidence has been logged for review.

4. Using the Dispute Message Thread​

In addition to the formal response submission, every disputed order maintains an interactive, three-party communication channel.

Posting Messages & Attachments​

Sellers can post ongoing updates, clarify instructions, or offer replacements directly inside the dispute chat:

  • Message Content: Up to 1,500 characters per message plus optional file attachments (up to 5 MB).
  • Sender Role: Automatically identified as seller.

The dispute interface updates dynamically to ensure real-time visibility between the buyer, seller, and BDX administrators mediating the dispute.

5. Why "Mark Delivered" is Blocked During Disputes​

Sellers frequently ask why clicking Mark Delivered fails on disputed orders.

Once a dispute is open, funds are locked in escrow under administrative mediation. Overwriting the delivery status to delivered would attempt to trigger buyer confirmation prompts prematurely. Sellers MUST submit their evidence via the formal seller response panel or deliver fresh credentials within the dispute chat thread.

6. Best Practices for Seller Evidence​

To ensure BDX administrators resolve disputed orders in your store's favor, adhere to these evidence standards:

  1. Unredacted Delivery Screenshots: Show the full digital item delivery, including order timestamps, recipient IDs, and voucher codes matching BDX order data.
  2. Account Transfer Logs: For account sales, provide login IP logs, email change confirmation receipts, and initial registration verification.
  3. In-Game Transaction Records: Provide video clips or screenshot proofs showing in-game trade windows, player IDs, and item quantities transferred.
  4. Code Validation Proof: For gift cards and digital activation keys, attach publisher key check timestamps showing the exact time the code was redeemed relative to delivery.

By providing clear, timestamped proof inside BDX before the 24-hour response window expires, sellers ensure maximum protection under BDX Marketplace policy.

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