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Dispute Resolution

Formal process for resolving disputes.

Types of Disputes​

  • Financial — Commission, payout, transaction amounts
  • Compliance — Warnings, terminations, violations
  • Account — Status, access, verification
  • Contractual — Terms interpretation, policy application

Informal Resolution (First)​

Before formal dispute:

  1. Customer raises concern
  2. Support investigates
  3. Attempt resolution at L1/L2
  4. If unresolved → escalate to CIO
  5. CIO attempts resolution

Most disputes resolve informally.

Formal Dispute Process​

Step 1: Written Complaint​

Customer must submit in writing:

  • Clear description of dispute
  • Desired resolution
  • Supporting documentation
  • Contact information

Step 2: Acknowledgment​

Within 5 business days:

  • Acknowledge receipt
  • Assign case number
  • Provide expected timeline
  • Name point of contact

Step 3: Investigation​

Company will:

  • Review all documentation
  • Gather relevant records
  • Interview parties if needed
  • Consult with relevant departments

Step 4: Response​

Within 30 days of receipt:

  • Provide written response
  • Explain findings
  • State decision
  • Outline next steps if any

If Customer Disagrees​

Internal Appeal​

Customer may appeal within 15 days:

  • Submit to CIO
  • State grounds for appeal
  • Provide additional evidence

Appeal response within 15 days.

External Resolution​

If internal process exhausted:

  • Mediation — Third-party mediator
  • Arbitration — Per IA Agreement terms
  • Regulatory — Relevant consumer protection

Arbitration (IA Agreement)​

Per the Independent Associate Agreement:

  • Binding arbitration required for most disputes
  • Location per agreement terms
  • Each party bears own costs
  • Decision is final

Note: Arbitration waives right to court action (except small claims).

Documentation Requirements​

Company Must Keep​

  • Original complaint — 7 years
  • Investigation notes — 7 years
  • Decision documentation — 7 years
  • Communications — 7 years

Customer Should Keep​

  • Copies of all submissions — Reference
  • Company responses — Evidence
  • Transaction records — Support claims
  • Communication logs — Timeline

Timeline Summary​

  • Acknowledgment — 5 business days
  • Initial response — 30 days
  • Appeal submission — 15 days from response
  • Appeal decision — 15 days from appeal

Support Team Role​

  • Receive complaint — Log and acknowledge
  • Escalate to CIO — With full documentation
  • Provide updates — Per agreed timeline
  • Implement decision — As directed
  • Close case — With proper documentation