How Dispute Resolution Works in Industrial Marketplaces

In any marketplace, things occasionally go wrong. A part arrives damaged in transit. The specification does not match what was described. A delivery is significantly delayed. When these situations occur, the dispute resolution process determines whether both parties are treated fairly.

GoFindPart's dispute system is built on a simple principle: escrow holds funds until the transaction is resolved, so neither party is left out of pocket during the dispute process. This fundamentally changes the power dynamic compared to traditional procurement, where the buyer often has to chase a refund from a supplier who already has their money.

When to Raise a Dispute

A dispute can be raised in the following situations:

Wrong part delivered: The part received does not match the specification in the original request or the seller's offer. This includes incorrect part numbers, wrong dimensions, or incompatible variants.

Damaged in transit: The part arrived damaged due to inadequate packaging or rough handling. Document the damage with photographs before disturbing the packaging.

Non-delivery: The part was not delivered within the agreed timeframe and the seller cannot provide valid tracking or proof of dispatch.

Significant quality issue: The part is the correct specification but has a quality defect that makes it unfit for purpose. This might include a used part sold as new, or a refurbished unit that fails testing.

The Dispute Process

Filing a dispute is straightforward. Within the acceptance window after delivery, select the transaction and describe the issue. Upload supporting evidence: photographs of the incorrect or damaged part, a comparison with the original specification, or screenshots of any relevant communication.

Once a dispute is filed, the escrowed funds are held in place. The seller is notified and given the opportunity to respond with their own evidence or propose a resolution. Common resolutions include full refund, partial refund, or the seller shipping a replacement part.

Resolution Outcomes

If the dispute is upheld in favour of the buyer, the escrowed funds are returned in full. The seller's dispute rate metric is updated, which may affect their seller tier over time. If the dispute is upheld in favour of the seller, the escrowed funds are released as normal.

The goal of the dispute system is not to punish either party but to ensure fair outcomes. Sellers who consistently deliver the right parts rarely face disputes. Buyers who inspect deliveries promptly and communicate clearly resolve issues quickly when they do arise.