- Nov 1, 2024
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Back towards the end of July, we updated the Dispute Resolution rules and created a form that individuals must submit. It's had the chance to run for a month and now it's time to make some tweaks and updates!
Overall, we're quite pleased with the form. We're finally receiving the information about the Disputes in a manner that doesn't completely break our brains. However, in true first iteration fashion, forum users quickly found ways to get around having to complete the criteria necessary. This was partly due to the lack of reading on part of those submitting the form and partly due to my first try at creating a form. Needless to say, lessons were learned and I have a much better understanding of the forms now.
These are the areas that we determined needed some tweaking and updating:
Dispute Notification Time Change
For a variety of reasons, we decided to change the notification time from 48 hours to 24.
But what if I'm on vacation! Or sick! Or aliens attacked! Or my dog ate my computer's power cable!
Look, this situation just doesn't materialize out of the blue. If you're at the wrong end of a Dispute, the person submitting the Dispute should have already contacted you well before filling out the form. It's always our suggestion that you just take care of business at that point. However, if you really think you're in the right, make sure you keep an eye on your email and account for any communication regarding the upcoming Dispute. Afterall, that's part of running a business.
Support Ticket Opened for the Accused
Ok, lets say that you just happen to be on vacation, ill or your computer is down. Chances are you're still monitoring your emails, right? So when the Community Staff member who's taking up the Dispute against you determines it's valid, you'll get "A Dispute Has Been Opened Against You" warning on your BlackHat World account. In the event that you have email notifications turned off, the staff member will convert the DM from the warning to a support ticket. This way we 100% know that you've been notified that there's a dispute against you. At that point you have 24 hours to answer the Dispute thread.
Trust us, we don't want your account to be banned on a mere technicality. So please watch your emails at the minimum!
Updated Dispute Resolution Rules
The Dispute Resolution Rules have also been updated today. The key updates are as follows:
In the first iteration, we made the decision to let forum users submit the form even though they might not have all of the criteria. Our reasoning for this is we really do want to help you guys and sometimes we can get the evidence we need just by talking to the Dispute starter. This didn't work out as we hoped so we completely overhauled the form.
The form will always start out with thread title, date of the problem causing the Dispute, and name of the accused. Then we go into a series of questions to determine if the Dispute is even eligible to be submitted.
If the Dispute is eligible, the next question will pop up. If it's not, there will be an explanation of why the Dispute can not continue OR steps to take in order to make it eligible in the near future (i.e. like DMing the accused and waiting 24 hours BEFORE submitting).
This was actually updated yesterday and we've already stopped a few time wasting Disputes from coming in! Now we just need to make sure we didn't make it TOO hard.
Warning for Incorrectly Submitting a Dispute
Something that we didn't really do before is give Warnings for incorrectly submitted Disputes. There's a few reasons we didn't, but even though we give guidance EVERYWHERE on what is or isn't valid, forum users ignored it and submitted invalid Disputes anyways.
As mentioned before, we really DO want to help you guys. We really do want to get rid of scammers or those that buy/sell in bad faith. But on the flip side our (the Community Team) time is valuable. There's only so many hours in a day to work on keeping the forum cleaned up and in operating order so YOU can have the best engagement possible. If we're constantly dealing with incomplete, incorrect or invalid Disputes, we're not doing all the other stuff. So that's why we've created a new warning for Incorrect Dispute Forms.
In BlackHat World fashion the first warning is a heads up with the absolute lightest points/expiry time we can give. After that, you will start wracking up the points. It's easier to just follow procedure. Trust us.
I think that's it! Keep your eyes out, we have something we think you're really going to like coming up this month! Exciting!!!!!
Overall, we're quite pleased with the form. We're finally receiving the information about the Disputes in a manner that doesn't completely break our brains. However, in true first iteration fashion, forum users quickly found ways to get around having to complete the criteria necessary. This was partly due to the lack of reading on part of those submitting the form and partly due to my first try at creating a form. Needless to say, lessons were learned and I have a much better understanding of the forms now.
These are the areas that we determined needed some tweaking and updating:
Dispute Notification Time Change
For a variety of reasons, we decided to change the notification time from 48 hours to 24.
But what if I'm on vacation! Or sick! Or aliens attacked! Or my dog ate my computer's power cable!
Look, this situation just doesn't materialize out of the blue. If you're at the wrong end of a Dispute, the person submitting the Dispute should have already contacted you well before filling out the form. It's always our suggestion that you just take care of business at that point. However, if you really think you're in the right, make sure you keep an eye on your email and account for any communication regarding the upcoming Dispute. Afterall, that's part of running a business.
Support Ticket Opened for the Accused
Ok, lets say that you just happen to be on vacation, ill or your computer is down. Chances are you're still monitoring your emails, right? So when the Community Staff member who's taking up the Dispute against you determines it's valid, you'll get "A Dispute Has Been Opened Against You" warning on your BlackHat World account. In the event that you have email notifications turned off, the staff member will convert the DM from the warning to a support ticket. This way we 100% know that you've been notified that there's a dispute against you. At that point you have 24 hours to answer the Dispute thread.
Trust us, we don't want your account to be banned on a mere technicality. So please watch your emails at the minimum!
Updated Dispute Resolution Rules
The Dispute Resolution Rules have also been updated today. The key updates are as follows:
- Explicit mention that the issue in the Dispute must be no older than 30 days.
- Dispute notification time change from 48 to 24 hours (as mentioned above).
- Several mentions of a warning possibility for failure to follow procedure or submit the required evidence.
- Shortening the rules by putting the "what if I can't DM yet" in a spoiler dropdown as well as the TL;DR of the steps.
- Turning the MUST into MUST for better clarity.
In the first iteration, we made the decision to let forum users submit the form even though they might not have all of the criteria. Our reasoning for this is we really do want to help you guys and sometimes we can get the evidence we need just by talking to the Dispute starter. This didn't work out as we hoped so we completely overhauled the form.
The form will always start out with thread title, date of the problem causing the Dispute, and name of the accused. Then we go into a series of questions to determine if the Dispute is even eligible to be submitted.
If the Dispute is eligible, the next question will pop up. If it's not, there will be an explanation of why the Dispute can not continue OR steps to take in order to make it eligible in the near future (i.e. like DMing the accused and waiting 24 hours BEFORE submitting).
This was actually updated yesterday and we've already stopped a few time wasting Disputes from coming in! Now we just need to make sure we didn't make it TOO hard.
Warning for Incorrectly Submitting a Dispute
Something that we didn't really do before is give Warnings for incorrectly submitted Disputes. There's a few reasons we didn't, but even though we give guidance EVERYWHERE on what is or isn't valid, forum users ignored it and submitted invalid Disputes anyways.
As mentioned before, we really DO want to help you guys. We really do want to get rid of scammers or those that buy/sell in bad faith. But on the flip side our (the Community Team) time is valuable. There's only so many hours in a day to work on keeping the forum cleaned up and in operating order so YOU can have the best engagement possible. If we're constantly dealing with incomplete, incorrect or invalid Disputes, we're not doing all the other stuff. So that's why we've created a new warning for Incorrect Dispute Forms.
In BlackHat World fashion the first warning is a heads up with the absolute lightest points/expiry time we can give. After that, you will start wracking up the points. It's easier to just follow procedure. Trust us.
I think that's it! Keep your eyes out, we have something we think you're really going to like coming up this month! Exciting!!!!!
