- Nov 1, 2024
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- 4,035
Happy April!
So, we're coming in hot with some updates to the BlackHat World Dispute Resolution rules. Last year we changed the process from a thread with a template everyone needed to follow to a form. We also updated the process so that those who couldn't start DMs were able to get them started with the help of the Community Team.
Now we're tweaking the process a bit to help make things a little more secure:
2FA Enabled on the Accuser's Account
While it's a good security practice to have 2FA turned on, regardless if you're in a Dispute or not, we are going to require the Accuser to have it enabled on their account. This will happen the moment that they hit submit on Dispute form. And, for the duration of the Dispute (no matter how long it takes) 2FA must stay enabled. The moment that it's turned off, the Dispute will become invalid and we will not proceed.
With 2FA turned on, we know that the Accuser is not only serious about the Dispute they're submitting, but more importantly we will know their account is secure in the event we come to a resolution and a refund is on the table.
Once the Dispute is resolved, the Accuser can choose to turn 2FA off.
Dispute Resolution Communication Must Stay on BHW
We shouldn't really have to write this into the rules, but we've had a few incidents now where as soon as there's a refund agreement, someone contacts the Accused with refund information.
All communication regarding Disputes stay on BHW. If someone contacts either party about the Dispute with outside communication methods, then please don't engage with them. It's probably a scam. BHW staff will never contact anyone outside of official communication (i.e. this forum, support, or bhw email) and if you think someone is, please check with Support. Especially if it involves money.
Resolution Information Being Exchanged in a DM
Once the Accused has agreed to a resolution satisfactory to the Accuser, we will put the live thread on hold and take both parties to DM. There will be 4 participants in this DM. The staff member assigned the Dispute, myself, the Accuser and Accused. At this point both parties can exchange information as needed (could be account info for a bought account, could be refund info). Once both parties confirm the exchange, then they will go back to the Dispute thread and make a post acknowledging their part in the resolution.
Refunds MUST Go to Original Payment Method
If the agreed upon resolution is a refund, the Accused will send the funds to whatever the Accuser used to originally make the payment. As the Accuser must provide proof of transaction, we will have the crypto wallet, bank account number, paypal email, etc on file. That is where the Accused will send the funds and this will be confirmed in the DM.
Tweaking the DR Form
And, since the DR form itself needed to be reworked a little, we took the opportunity to update a few areas to reflect our internal tracking.
At the end of the day, there are A LOT of transactions that go on between you guys every day compared to the amount of Disputes that actually are put live. And, since we started our internal tracking I am happy to report we actually resolve a lot of Disputes before they can go live. A lot of times it was simply a misunderstanding or the Accused didn't quite understand what they were buying. More often than not, if the Accuser explains the situation calmly and clearly the Accused is a lot more amiable to coming up with solutions vs. being abused or yelled at.
Hopefully by the end of the month I'll have some rough stats to share about Disputes among other things for 2025!
As always, please feel free to ask questions or leave feedback below! We're always looking for ways to make our processes smoother. Oh, and no, we aren't going to be creating a Escrow (I know someone will bring it up).
Click here for the Dispute Resolution Rules
So, we're coming in hot with some updates to the BlackHat World Dispute Resolution rules. Last year we changed the process from a thread with a template everyone needed to follow to a form. We also updated the process so that those who couldn't start DMs were able to get them started with the help of the Community Team.
Now we're tweaking the process a bit to help make things a little more secure:
- The Accuser (person putting in the Dispute) must have 2FA (2 factor authentication) enabled.
- All communication, from DR process step A to Z must stay on this forum.
- Once the accused agrees to a resolution, the assigned Staff will take the conversation to DMs
- If the agreed resolution is a refund, the refund MUST be made to the original payment method provided in the proof of transaction
2FA Enabled on the Accuser's Account
While it's a good security practice to have 2FA turned on, regardless if you're in a Dispute or not, we are going to require the Accuser to have it enabled on their account. This will happen the moment that they hit submit on Dispute form. And, for the duration of the Dispute (no matter how long it takes) 2FA must stay enabled. The moment that it's turned off, the Dispute will become invalid and we will not proceed.
With 2FA turned on, we know that the Accuser is not only serious about the Dispute they're submitting, but more importantly we will know their account is secure in the event we come to a resolution and a refund is on the table.
Once the Dispute is resolved, the Accuser can choose to turn 2FA off.
Dispute Resolution Communication Must Stay on BHW
We shouldn't really have to write this into the rules, but we've had a few incidents now where as soon as there's a refund agreement, someone contacts the Accused with refund information.
All communication regarding Disputes stay on BHW. If someone contacts either party about the Dispute with outside communication methods, then please don't engage with them. It's probably a scam. BHW staff will never contact anyone outside of official communication (i.e. this forum, support, or bhw email) and if you think someone is, please check with Support. Especially if it involves money.
Resolution Information Being Exchanged in a DM
Once the Accused has agreed to a resolution satisfactory to the Accuser, we will put the live thread on hold and take both parties to DM. There will be 4 participants in this DM. The staff member assigned the Dispute, myself, the Accuser and Accused. At this point both parties can exchange information as needed (could be account info for a bought account, could be refund info). Once both parties confirm the exchange, then they will go back to the Dispute thread and make a post acknowledging their part in the resolution.
Refunds MUST Go to Original Payment Method
If the agreed upon resolution is a refund, the Accused will send the funds to whatever the Accuser used to originally make the payment. As the Accuser must provide proof of transaction, we will have the crypto wallet, bank account number, paypal email, etc on file. That is where the Accused will send the funds and this will be confirmed in the DM.
Tweaking the DR Form
And, since the DR form itself needed to be reworked a little, we took the opportunity to update a few areas to reflect our internal tracking.
At the end of the day, there are A LOT of transactions that go on between you guys every day compared to the amount of Disputes that actually are put live. And, since we started our internal tracking I am happy to report we actually resolve a lot of Disputes before they can go live. A lot of times it was simply a misunderstanding or the Accused didn't quite understand what they were buying. More often than not, if the Accuser explains the situation calmly and clearly the Accused is a lot more amiable to coming up with solutions vs. being abused or yelled at.
Hopefully by the end of the month I'll have some rough stats to share about Disputes among other things for 2025!
As always, please feel free to ask questions or leave feedback below! We're always looking for ways to make our processes smoother. Oh, and no, we aren't going to be creating a Escrow (I know someone will bring it up).
Click here for the Dispute Resolution Rules
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