Dispute Resolution
Dispute Resolution Policy
The global B2B marketplace connecting buyers, suppliers, and manufacturers across 180+ countries — committed to the highest standards of fairness, data privacy, and user rights protection.
Introduction & Scope
This Dispute Resolution Policy ("Policy") is a legally binding document governing all disputes arising in connection with transactions, agreements, data practices, and interactions conducted through the XB2BX.COM platform ("Platform"). It applies to all registered users including individual merchants, corporate entities, verified suppliers, buyers, logistics partners, and any third-party service providers accessing the Platform.
XB2BX.COM ("we," "us," or "the Company") operates as a neutral global B2B marketplace. This Policy is designed to protect the rights and interests of all parties while enabling swift, fair, and transparent resolution of commercial and non-commercial disputes, in full compliance with applicable international trade law, consumer protection legislation, and data privacy regulations including the EU General Data Protection Regulation (GDPR), UK GDPR, and equivalent frameworks.
By registering on or using XB2BX.COM, all users expressly agree to this Policy and acknowledge it forms part of the Terms of Service. Users who do not accept these terms must discontinue use of the Platform immediately.
This Policy covers disputes between: Buyer vs. Seller, User vs. XB2BX.COM, Supplier vs. Supplier, User vs. Third-Party Services, and disputes arising from data handling, privacy, or account management.
Definitions
For the purposes of this Policy, the following terms carry specific legal meanings:
| Term | Definition |
|---|---|
| Dispute | Any formal disagreement, complaint, or claim submitted through the Platform's dispute channels, requiring adjudication or mediated resolution. |
| Claimant | The party initiating a dispute claim via the Platform's Dispute Centre. |
| Respondent | The party against whom a dispute has been filed. |
| Case Manager | A designated XB2BX.COM compliance officer assigned to handle a dispute case. |
| Arbitrator | An independent third-party neutral appointed under applicable arbitration rules. |
| Resolution Period | The defined timeframe within which a dispute must reach conclusion at each stage. |
| Escrow | A secure holding arrangement for transaction funds pending dispute resolution. |
| Personal Data | Any information relating to an identified or identifiable natural person as defined under GDPR Article 4. |
| Force Majeure | Unforeseeable circumstances that prevent a party from fulfilling contractual obligations. |
Eligible Disputes
The following dispute categories are formally recognised and eligible for resolution under this Policy:
Goods or services paid for but not received within the agreed delivery window.
Products materially different from the listing, specification, or sample provided.
Payments processed without proper authorisation, duplicate charges, or billing errors.
Alleged misuse, unauthorised access, or improper processing of personal data.
Failure to honour agreed payment terms, delivery conditions, or service levels.
Disputes arising from account actions taken by the Platform without prior notice.
Manipulation of ratings, fake reviews, or coordinated reputation attacks.
Infringement of trademarks, patents, copyrights, or trade secrets on the Platform.
Disputes arising from transactions conducted entirely outside the Platform, matters under active criminal investigation, disputes filed more than 180 days after the triggering event, and disputes waived in writing by the Claimant are not eligible under this Policy.
Resolution Process
XB2BX.COM operates a four-stage escalating dispute resolution framework designed to resolve the vast majority of disputes at the earliest possible stage, minimising cost and disruption for all parties.
Parties are required to attempt direct resolution through the Platform's in-built Secure Messaging System. The Claimant must notify the Respondent formally and provide 5 business days for a response.
If Stage 1 fails, the Claimant may formally escalate via the Dispute Centre. A qualified Case Manager is assigned within 48 hours. Both parties submit evidence packages. The Case Manager issues a non-binding recommendation within 10 business days.
Where Stage 2 does not yield agreement, either party may request binding arbitration under ICC, LCIA Rules, or a mutually agreed arbitral body. XB2BX.COM subsidises up to 50% of fees for SME users with verified accounts.
Either party retains the right to pursue legal action through competent courts as defined under Section 15. XB2BX.COM will cooperate with all lawful court orders, subpoenas, and regulatory inquiries.
Initiating legal proceedings (Stage 4) does not suspend ongoing Platform Mediation (Stage 2) unless both parties formally agree in writing.
Timelines & Service Level Agreements
XB2BX.COM is committed to resolving all disputes within defined timeframes. The following SLAs apply at each resolution stage:
| Stage | Action | SLA | Priority |
|---|---|---|---|
| Stage 1 | Claimant notifies Respondent | Day 0 | Standard |
| Stage 1 | Respondent acknowledges | 5 business days | Standard |
| Stage 2 | Case Manager assigned | 48 hours from escalation | Priority |
| Stage 2 | Evidence submission deadline | 7 business days from assignment | Priority |
| Stage 2 | Case Manager recommendation | 10 business days from evidence | Priority |
| Stage 2 | Escrow funds released | 3 business days from decision | Urgent |
| Stage 3 | Arbitration panel constituted | 30 days from referral | Legal |
| Stage 3 | Arbitral award issued | 90–180 days (ICC/LCIA rules) | Legal |
| Appeals | Internal appeal filed | Within 14 days of Stage 2 decision | Priority |
| Data Disputes | GDPR/data breach response | 72 hours (regulatory obligation) | Urgent |
All timeframes are calculated in business days based on GMT/UTC. Public holidays in either party's jurisdiction may extend timelines by written notification.
Evidence & Documentation
The integrity and outcome of any dispute proceeding depends on the quality and completeness of evidence submitted. Both parties bear the burden of proof for the claims and defences they assert.
- Transaction records, order confirmations, and invoices (PDF, XLSX)
- Secure Message thread exports from the Platform
- Photographic or video evidence of goods received (JPG, PNG, MP4)
- Third-party inspection or quality assurance reports (certified)
- Shipping and logistics tracking documentation from recognised carriers
- Bank statements or payment gateway records redacted to relevant transactions
- Signed contracts, purchase orders, or agreed specifications
- Expert opinions from qualified independent professionals
- Screenshots with metadata and URL verification where applicable
All evidence must be submitted through the Platform's encrypted Dispute Centre portal. Evidence tampering, falsification, or deliberate withholding constitutes grounds for immediate account suspension and potential criminal referral.
XB2BX.COM employs blockchain-anchored timestamping for all evidence submitted through the Dispute Centre, ensuring an immutable record that can withstand legal scrutiny.
Mediation & Arbitration Framework
XB2BX.COM's mediation and arbitration framework has been designed in consultation with international trade law specialists to ensure enforceability across all major jurisdictions.
Mediation Principles: Platform mediators operate under strict impartiality standards. Any Case Manager with a conflict of interest must recuse themselves. Both parties may request a change of Case Manager within 48 hours of assignment.
Arbitration Clause: For disputes exceeding USD $5,000, either party may elect binding arbitration conducted:
- Under ICC, LCIA, or SIAC (Singapore) rules for Asia-Pacific disputes
- By a sole arbitrator for claims under USD $50,000; a panel of three for larger claims
- In the English language unless both parties agree otherwise
- Via remote proceedings by default, with in-person hearings available on request
- With awards final and enforceable under the New York Convention (1958)
Costs: Each party bears its own legal costs unless the arbitrator finds bad faith, in which case costs may be awarded against the offending party.
Financial Remedies & Refunds
Where a dispute is resolved in favour of the Claimant, the following remedial options are available:
100% of transaction value returned within 3–5 business days of decision.
Pro-rated refund reflecting the degree of non-performance, defect, or partial delivery.
Respondent required to supply conforming goods at no additional cost, logistics borne by the non-compliant party.
Store credit applied to the Claimant's account for future transactions, with a 12-month validity period.
Compensatory damages where legally established and within the Platform's liability limits (Section 13).
Suspension or permanent removal of the Respondent's account may accompany financial remedies in serious cases.
Currency conversion losses due to exchange rate fluctuations are not compensable under this Policy.
Data Privacy & GDPR Compliance
XB2BX.COM processes personal data in accordance with the EU GDPR, UK GDPR, CCPA, and equivalent data protection laws. This section governs how personal data is handled in the context of dispute proceedings.
- Right of Access (Art. 15 GDPR): Request a full copy of personal data held in connection with any dispute case.
- Right to Rectification (Art. 16 GDPR): Inaccurate data must be corrected without undue delay.
- Right to Erasure (Art. 17 GDPR): Data not required for legal purposes will be deleted within 30 days of final resolution.
- Right to Restriction (Art. 18 GDPR): Request restriction of processing during contested dispute periods.
- Right to Data Portability (Art. 20 GDPR): Dispute-related data may be exported in machine-readable format on request.
- Right to Object (Art. 21 GDPR): Object to automated profiling used in dispute risk assessments.
Data Retention: Dispute records are retained for a minimum of 7 years from final resolution for legal and audit purposes, then securely destroyed.
In the event of a personal data breach, XB2BX.COM will notify affected users and relevant supervisory authorities within 72 hours as required under GDPR Article 33.
User Protection Rights
XB2BX.COM maintains a comprehensive User Protection Charter applicable to all platform participants, irrespective of entity type, transaction value, or geographic location.
- Right to Fair Process: Every user is entitled to be heard, submit evidence, and receive a reasoned written decision.
- Right to Non-Discrimination: Outcomes shall not be influenced by nationality, religion, gender, political affiliation, or business size.
- Right to Confidentiality: All dispute proceedings are confidential. Details will not be disclosed without legal justification.
- Right to Legal Representation: Users may be represented by legal counsel from Stage 2 onwards with 48-hour notice to the opposing party.
- Right to Translation: Proceedings may be conducted in any of XB2BX.COM's 28 supported languages.
- Right Against Retaliation: Filing a dispute will not result in account penalties. Report alleged retaliation to compliance@xb2bx.com.
- Right to Account Protection: Neither party's account will be permanently suspended during active dispute proceedings without independent review and 5 business days' notice.
- SME Protection: Businesses with fewer than 250 employees receive enhanced support and priority queue processing.
Fraud & Abuse Prevention
XB2BX.COM employs multi-layer fraud detection to protect all users from bad-faith actors. The following actions result in immediate case dismissal, account suspension, and potential legal referral:
- Submission of forged, altered, or fabricated evidence
- Filing disputes to defraud, delay payment, or damage a competitor's reputation
- Collusive dispute filing between connected parties
- Threatening or attempting to bribe Case Managers, arbitrators, or opposing parties
- Filing serial disputes against the same party without new material grounds
- Circumventing the dispute process via off-platform pressure or social media campaigns
Confirmed abuse may result in: (1) permanent account termination; (2) forfeiture of pending escrow funds; (3) a claim for damages; and (4) referral to law enforcement or regulatory authorities.
Cross-Border Disputes
Operating across 180+ countries, XB2BX.COM has developed specific protocols for international commercial disputes. Jurisdiction is determined by: (1) express agreement between parties; (2) the law where the contract was to be performed; (3) the governing law in the XB2BX.COM Terms of Service (England and Wales).
May escalate unresolved disputes to the EU Online Dispute Resolution (ODR) platform at ec.europa.eu/odr.
Rights under the Consumer Rights Act 2015; may refer cases to UK ADR-certified bodies or the Financial Ombudsman.
Singapore SIAC arbitration available as preferred forum, offering enforceable awards under the Model Law.
Dedicated support coordinators for users in jurisdictions with limited arbitration infrastructure.
Platform Liability Limitations
XB2BX.COM operates as a marketplace facilitator and does not manufacture, supply, or take title to goods transacted on the Platform. The Company's liability is accordingly limited.
XB2BX.COM's total aggregate liability shall not exceed the lesser of: (a) total transaction fees paid by that user in the 12 months preceding the dispute; or (b) USD $50,000. This cap does not apply to liability for death or personal injury caused by negligence, fraud, or wilful misconduct.
Excluded Liabilities: To the maximum extent permitted by law, XB2BX.COM excludes liability for:
- Loss of profits, revenue, business opportunity, or anticipated savings
- Indirect, consequential, or special damages arising from Platform use
- Force Majeure events including natural disasters, pandemics, war, or government actions
- Acts or omissions of third-party payment processors, logistics providers, or verification services
- Losses resulting from a user's own negligence or breach of Platform policies
No Waiver of Statutory Rights: Nothing in this Policy limits rights that cannot be lawfully excluded. EEA users retain all rights conferred under EU law.
Appeals Procedure
Any party dissatisfied with a Stage 2 decision may lodge a formal appeal within 14 calendar days of the written decision via the Dispute Centre appeals portal.
Valid Grounds for Appeal:
- Material error of fact demonstrably relied upon by the Case Manager
- Failure to consider substantial evidence submitted within the prescribed deadline
- Evidence of procedural bias or conflict of interest
- Discovery of new material evidence not reasonably obtainable prior to the original decision
- Decision was outside the Case Manager's authority or contrary to this Policy
Appeals are reviewed by a senior panel of three independent reviewers. A final internal decision will be issued within 20 business days. Appeal decisions do not preclude either party from pursuing Stage 3 Arbitration.
A non-refundable processing fee of USD $75 applies. This fee is waived for SME users and refunded in full if the appeal is upheld.
Governing Law & Jurisdiction
This Policy shall be governed by the laws of England and Wales, without regard to conflict of law principles, subject to the cross-border provisions in Section 12.
Each party irrevocably submits to the non-exclusive jurisdiction of the courts of England and Wales for any claim that cannot be resolved through this Policy's procedures. This does not prevent proceedings in other jurisdictions to enforce an arbitral award or obtain interim relief.
For transactions between parties located within the EU, mandatory consumer protection provisions of the user's country of residence shall apply in addition to English law, taking precedence where they afford greater protection.
Contact & Support Channels
Users are strongly encouraged to use the Platform's Dispute Centre as the primary channel to ensure full audit trail compliance.
This Policy was last reviewed by the XB2BX.COM Legal & Compliance Committee on 26 May 2026. We reserve the right to amend this Policy with 30 days' notice. Continued use of the Platform constitutes acceptance of any revised Policy.
