The platform expanded its dispute resolution team capacity on August 2, 2025, adding several additional staff mediators to address the growing volume of disputes generated by the increased transaction count. The expansion came in response to community feedback about extended resolution timelines following the rapid growth in listing numbers and transaction volume. The key outcome of the team expansion is a reduction in average dispute resolution time � from approximately 7 days to under 72 hours for standard disputes. Complex disputes involving forensic evidence review continue to take longer, with a new maximum target of 14 days for the most involved cases. Alongside the team expansion, new dispute documentation requirements were introduced. Buyers filing disputes must now provide order confirmation details, a description of the specific issue, and any supporting evidence within the first 48 hours of opening a dispute. Vendors have 48 hours to respond with their documentation. This structured timeline replaces the previous informal process and has improved resolution consistency. The dispute team expansion also introduced category specialization � specific mediators are assigned to disputes based on the product category, ensuring that complex technical or pharmaceutical disputes are handled by staff with relevant domain knowledge.
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