Dispute Resolution Rules
Effective October 31, 2026
These rules are about what 2Sides displays. They are not legal arbitration, and they don't decide refunds, chargebacks or payments.
1. Who can open one
The shopper can dispute the store's side or a store response. The store can dispute specific claims in a review. A dispute names the statements being challenged and gives the reason.
2. Evidence
Each side can upload files and write a statement. Files get a digital fingerprint when uploaded, so later changes can be detected.
3. Response time
The other side has 14 days to respond, with reminder emails on days 0, 7 and 12. Either side may ask once for a 7-day extension.
4. While a dispute is open
The disputed text is frozen and can't be edited. The review stays published with an "under dispute" note.
5. No response
If the other side doesn't respond in time, the dispute goes to a 2Sides reviewer with the evidence on file. Silence is noted, but it is not an automatic win for either side.
6. Withdrawing
The side that opened a dispute can withdraw it at any time before a decision.
7. Decisions
A person at 2Sides decides. Possible outcomes:
- no change;
- a 2Sides context note is added;
- specific wording is edited or hidden;
- content is removed for breaking the Review & Content Guidelines.
Each decision includes a short written reason.
8. Appeal
Either side can appeal once within 14 days, with new information or a reason the decision was wrong. A different reviewer handles appeals where possible. After the appeal is decided, or once 14 days pass without one, the decision is final.
9. Records
Every step is logged with the date and who acted.
10. Automated tools
Decisions are currently made by people. If automated tools are used to help in the future, we'll update these rules first and keep a way to ask for human review.
11. Outside rights
This process doesn't stop anyone from using their legal rights, contacting their bank, or going to court.
Questions about this policy? Email info@get2sides.com.