Disputes
Decided on the record, not on volume
Every disputed transaction follows the same four-stage procedure, applied identically to buyer and seller.
Notice
Either party states in the room that the transaction is disputed and why. pokz places the deal on hold immediately; nothing is released while a dispute is open.
Evidence window
Both parties are given the same opportunity to submit evidence into the room: dispatch and delivery proof, condition photographs, correspondence and any agreed variation.
Review
pokz reviews the claim strictly against the terms recorded in the room. Statements made outside the room, in other applications or by voice are not considered.
Decision
pokz issues a written decision in the room with the reasoning: release to the seller, return to the buyer, or an apportionment where both sides part-performed.
Outcomes available
| Finding | Result |
|---|---|
| Seller performed as recorded | The exchange is released to the seller. |
| Seller did not perform, or delivered materially otherwise | The buyer's side is returned. |
| Part performance on both sides | An apportionment is decided and explained in writing. |
| Evidence is inconclusive on both sides | The position recorded at the terms stage prevails. |
Timing and finality
pokz aims to acknowledge a dispute within 24 hours and to decide within five working days of receiving the last piece of evidence. The decision is final as between the parties and pokz. It does not limit either party's statutory rights or their right to pursue the matter before the competent Portuguese courts, as set out in the Terms of Service.