1. Section Scope & Legal Intent
2. Mandatory Standards & Operating Requirements
All participants subject to this policy must strictly adhere to the following mandatory standards:
- Prior to platform escalation, parties must engage in direct, good-faith dialogue through the Resolution Center for a minimum of 72 hours.
- Buyers must lodge dispute notices within 14 calendar days of carrier-confirmed delivery or 30 days of estimated delivery for non-arrival.
- Sellers are required to respond substantively to buyer claims within 48 business hours of filing.
3. Explicit Prohibitions & Violation Triggers
The following actions constitute direct non-compliance and trigger automatic intervention by the Warning and Violation System:
- Failing to respond to a customer dispute ticket within the mandatory 48-hour merchant response window.
- Using vulgar, abusive, intimidating, or threatening language during dispute discussions.
- Demanding external communication or off-platform concessions to settle a dispute.
4. Warning & Violation System Enforcement Matrix
Each violation under this section is mapped directly to the automated warning and sanction ladder:
| Violation Code | Offense Description | Detection Method | Severity Tier | Cure Window | Mandatory Sanction |
|---|---|---|---|---|---|
VIOL-391-01 |
Seller failure to respond to open buyer dispute within 48 hours. | Dispute Timer Daemon | Tier 2 (Moderate) | None | 1 Strike Point, automated dispute default judgment in favor of buyer. |
VIOL-391-02 |
Hostile, abusive, or threatening language in Resolution Center messaging. | Dispute NLP Sentiment Scanner | Tier 3 (High) | Immediate | 2 Strike Points, 200 EPAY penalty, immediate administrative escalation. |
VIOL-391-03 |
Filing dispute after the statutory 14-day post-delivery eligibility window. | Dispute Intake Validator | Tier 1 (Notice) | Immediate | Dispute automatically closed; parties directed to bilateral discussion. |
5. Platform Safe Harbor & Limitation of Liability
Platform Intermediary Status: ePaisay provides the technological marketplace venue connecting independent counterparties. ePaisay is not a vendor, retailer, agent, or guarantor of any product, service, or transaction governed herein.
Total Disclaimer of Warranties: The platform disclaims all warranties of merchantability, fitness for particular purpose, and non-infringement to the fullest extent permissible by applicable law.
Limitation of Damages: In no event shall ePaisay, its officers, directors, or employees be liable for incidental, indirect, punitive, or consequential damages. Aggregate liability is strictly capped at the lesser of $100 USD or platform fees paid in the preceding three months.
Participant Indemnification: The participant agrees to defend, indemnify, and hold harmless ePaisay against any third-party claims, regulatory penalties, legal fees, or damages arising out of violations of this Section.