📋 Table of Contents
🔒 How Escrow Protection Works
💡 What is Escrow?
Escrow is a neutral third-party system that holds your funds during a transaction. Instead of paying the vendor directly, your money is held in escrow until you confirm delivery and satisfaction with the product.
DrugHub's Walletless Escrow System
DrugHub uses smart contract-based walletless escrow on Ethereum blockchain:
✅ Buyer Protection
Your funds are safe until you confirm delivery. If there's a problem, dispute process protects you.
🔐 Exit Scam Proof
Funds never touch market wallets - impossible for admins to steal (unlike traditional markets).
⚖️ Fair Arbitration
Neutral moderators review evidence and make fair decisions based on marketplace rules.
🤝 Vendor Security
Vendors are protected from false claims through evidence-based dispute resolution.
Escrow Flow
- 1️⃣ Order Placed: Buyer funds order with Monero (XMR)
- 2️⃣ Funds Locked: Smart contract locks funds in escrow
- 3️⃣ Vendor Ships: Vendor marks order as shipped
- 4️⃣ Buyer Receives: Package arrives to buyer
- 5️⃣ Finalization: Buyer confirms order (or auto-finalize after 14 days)
- 6️⃣ Vendor Paid: Smart contract releases funds to vendor
🚨 When to Open a Dispute
Valid Reasons for Dispute
📦 Non-Delivery
- Order marked shipped 14+ days ago, nothing received
- Tracking shows package lost or returned to sender
- Vendor unresponsive after shipping deadline
When to Open: After 14 days for domestic, 21 days for international
❌ Wrong Product
- Received completely different substance than ordered
- Wrong strain, variety, or formulation
- Incorrect quantity or size
When to Open: Immediately upon verification (use reagent test)
⚠️ Quality Issues
- Significantly lower quality than advertised
- Reagent test shows unexpected results
- Product contaminated or degraded
- Lab certificate doesn't match received product
When to Open: After testing, within 7 days of delivery
📏 Short Count
- Received significantly less than ordered (10%+ discrepancy)
- Missing items from multi-item order
- Incorrect weight (use scale for verification)
When to Open: After weighing/counting, within 48 hours
🔐 Security Compromise
- Package opened by customs or law enforcement
- Controlled delivery attempted
- Package resealed with tape (potential tampering)
When to Open: Immediately - DO NOT ACCEPT PACKAGE
❌ Invalid Dispute Reasons (Will Be Rejected)
- ❌ "Changed my mind" or buyer's remorse
- ❌ Personal preference or subjective quality ("not as good as last time")
- ❌ Delayed shipping within acceptable timeframe (14 days domestic)
- ❌ Minor weight discrepancies (less than 10%)
- ❌ Opened dispute after already finalizing order
- ❌ Lost package due to buyer error (wrong address)
- ❌ Vendor communication style complaints
- ❌ Price fluctuations after order placed
⏰ When NOT to Dispute Yet
Always try to resolve with vendor first! Open disputes only if:
- ✅ You messaged vendor and waited 48-72 hours with no response
- ✅ Vendor refuses to address legitimate issue
- ✅ You've documented all communication attempts
Good faith negotiations resolve 60% of issues without moderator involvement.
📝 How to Open a Dispute
Step-by-Step Process
Opening a Dispute
-
Navigate to Order Page
Go to Account → Orders → Click on order number -
Click "Open Dispute" Button
Located below order details (only available before finalization) -
Select Dispute Type
Choose: Non-Delivery | Wrong Product | Quality Issue | Short Count | Security Issue -
Write Detailed Description
Explain issue clearly, include timeline, what you expected vs. received -
Upload Evidence
Photos, videos, test results, communication screenshots (see evidence section below) -
Encrypt Sensitive Information
Use moderator's PGP key for addresses or tracking info -
Submit Dispute
Review all information, click "Submit Dispute to Moderator"
What Happens After Submission
- 🔒 Funds Frozen: Escrow locked until dispute resolved
- 📧 Vendor Notified: Vendor has 72 hours to respond
- 👨⚖️ Moderator Assigned: Neutral moderator reviews case
- ⏳ Review Period: 3-7 days for investigation
- ⚖️ Decision Made: Funds awarded to buyer, vendor, or split
📸 Evidence Requirements
Strong evidence is critical for winning disputes. Moderators base decisions entirely on evidence provided.
Required Evidence by Dispute Type
📦 Non-Delivery Disputes
Required:
- ✅ Screenshot of order status showing "Shipped" date
- ✅ Screenshots of messages to vendor (timestamps visible)
- ✅ Photo of empty mailbox with timestamp
- ✅ Statement that you checked with household members
Helpful (if available):
- 📋 Tracking information showing package never scanned
- 📋 Post office inquiry results
- 📋 Photo of mailbox area showing no packages
❌ Wrong Product Disputes
Required:
- ✅ Photo of received product (multiple angles)
- ✅ Photo of packaging/labeling
- ✅ Reagent test results (color change photos)
- ✅ Screenshot of original order showing what was ordered
Strongly Recommended:
- ⭐ Video of reagent testing process (timestamp visible)
- ⭐ Lab test results if substance completely unknown
- ⭐ Comparison with product description from listing
⚠️ Quality Issue Disputes
Required:
- ✅ Photos of product showing visual defects (mold, discoloration, etc.)
- ✅ Reagent test results showing unexpected reactions
- ✅ Comparison with vendor's lab certificate (if claimed purity differs)
- ✅ Description of specific quality issues
Note: Subjective opinions ("not as strong as expected") are not sufficient without objective evidence.
📏 Short Count Disputes
Required:
- ✅ Photo/video of product on calibrated scale (0.01g accuracy minimum)
- ✅ Photo of scale with calibration weight (proving scale accuracy)
- ✅ Screenshot of order showing quantity ordered
- ✅ Photo of packaging (to show nothing left inside)
Critical: Scale must be calibrated! Use calibration weight in photo to prove accuracy.
Evidence Best Practices
📷 Photo/Video Guidelines
- ✅ High Resolution: Clear, well-lit photos (not blurry)
- ✅ Timestamps: Include paper with date/time if possible
- ✅ Context: Show full context (order number visible in frame)
- ✅ Multiple Angles: 3-5 photos from different perspectives
- ✅ Unedited: No filters, cropping, or photoshop (obvious edits = auto-loss)
- ✅ Metadata: Keep original files with EXIF data
💬 Communication Evidence
- ✅ Full message thread (not cherry-picked messages)
- ✅ Timestamps visible on all messages
- ✅ Include your messages showing you tried to resolve
- ✅ Highlight vendor's responses (or lack thereof)
🔬 Testing Evidence
- ✅ Show reagent bottle label (proves reagent type)
- ✅ Use white ceramic plate for color clarity
- ✅ Wait full 60 seconds before photo
- ✅ Include color comparison chart in photo
- ✅ Video is better than photo (shows real-time reaction)
⚠️ Evidence Mistakes That Lose Disputes
- ❌ No photos: "I don't have pics" = automatic vendor win
- ❌ Blurry/dark photos: Can't verify anything
- ❌ No scale calibration: Short count claims rejected
- ❌ Edited images: Shows bad faith, instant loss
- ❌ Missing order screenshots: Can't verify your claim
- ❌ Emotional arguments: Focus on facts, not feelings
- ❌ Incomplete message thread: Looks like you're hiding something
⏱️ The Dispute Process Timeline
Timeline Overview
- Buyer submits dispute with evidence
- Escrow funds frozen
- Vendor automatically notified via PM
- 72-hour response clock starts
- Vendor has 72 hours to respond with counter-evidence
- If no response: Auto-judgment favors buyer
- Both parties can add additional evidence
- Direct messaging continues (settlement possible)
- Assigned moderator reviews all evidence
- May request additional information from both parties
- Checks vendor history and compliance records
- Reviews similar past disputes for consistency
- Moderator makes final decision
- Both parties notified via PM
- Funds distributed according to decision
- Dispute closed (decision is final)
Complex cases may take up to 14 days
During the Dispute
✅ What You CAN Do:
- Submit additional evidence (within first 5 days)
- Respond to moderator questions (usually within 48 hours)
- Negotiate directly with vendor for mutual resolution
- Request moderator to close dispute if you reach agreement
❌ What You CANNOT Do:
- Spam moderator with multiple messages
- Threaten, insult, or harass vendor
- Post dispute details publicly (violation = auto-loss)
- Submit fake evidence (permanent ban)
- Open multiple disputes for same order
👨⚖️ Moderator Review Process
How Moderators Evaluate Disputes
Evaluation Criteria (in order of importance):
- Objective Evidence Quality (40% weight)
Photos, videos, test results, tracking info, timestamps - Communication History (25% weight)
Did buyer attempt to resolve? Was vendor responsive? - Vendor Track Record (20% weight)
Past disputes, compliance score, account age, reviews - Marketplace Rules (10% weight)
Does claim align with TOS and dispute policies? - Precedent Cases (5% weight)
How were similar disputes resolved previously?
Moderator Decision Factors
Favors Buyer
- Clear photographic evidence
- Vendor unresponsive
- Multiple complaints about vendor
- Tracking shows non-delivery
- Lab/reagent test contradicts listing
Favors Vendor
- Buyer provides no evidence
- Buyer didn't attempt resolution
- Vendor has strong counter-evidence
- Tracking shows successful delivery
- Claim contradicts buyer's messages
Moderator Transparency
DrugHub moderators follow evidence-based decision making:
- ✅ Decisions include written explanation of reasoning
- ✅ Evidence is reviewed by 2 moderators (for amounts over $500)
- ✅ Decision appeals possible (within 48 hours, 5 XMR fee)
- ✅ Moderator performance is tracked and audited
📊 Common Dispute Scenarios
Scenario 1: Package Never Arrived
Situation: Order marked shipped 18 days ago (domestic), nothing received
Buyer Action:
- Message vendor after 14 days, wait 48 hours
- If no response, open non-delivery dispute
- Provide: Order screenshot, message thread, empty mailbox photo
Likely Outcome: 80% full refund if vendor doesn't respond or provide tracking
Scenario 2: Reagent Test Shows Wrong Substance
Situation: Ordered MDMA, Marquis turns orange (indicates amphetamine)
Buyer Action:
- Test with multiple reagents (Marquis, Mecke, Mandelin)
- Record video of testing process
- Message vendor with results, request explanation
- Open wrong product dispute with testing videos
Likely Outcome: 90% full refund + vendor warning/suspension
Scenario 3: Product Weight Short by 15%
Situation: Ordered 5.0g, scale shows 4.25g
Buyer Action:
- Calibrate scale with 5g calibration weight (photograph)
- Weigh product on calibrated scale (photograph)
- Message vendor (vendor may claim "moisture loss")
- Open short count dispute with calibration proof
Likely Outcome: 70% partial refund for missing 15% (or reship)
Scenario 4: Package Opened/Resealed
Situation: Package has customs tape, product missing or tampered
Buyer Action:
- DO NOT ACCEPT PACKAGE (refuse delivery if possible)
- If already accepted: photograph all packaging immediately
- Open security compromise dispute immediately
- Document: customs tape, torn packaging, missing contents
Likely Outcome: 95% full refund (vendor responsible for stealth failures)
Scenario 5: Quality "Not As Expected"
Situation: Product seems weaker than advertised, but tests correctly
Buyer Action:
- Perform reagent tests (if tests match listing, case is weak)
- Check vendor's lab certificate (purity may be lower than expected)
- Consider personal tolerance differences
- Review other recent reviews for similar complaints
Likely Outcome: 20% dispute rejected (subjective quality claims rarely win without lab proof)
🎯 Possible Resolution Outcomes
✅ 100% Buyer Refund
When: Clear evidence of non-delivery, wrong product, or severe quality issue
Funds: Full escrow amount returned to buyer
Frequency: 35% of disputes
⚖️ Partial Refund (Split)
When: Both parties have valid points, or minor issues (short count, partial quality issue)
Common Splits: 50/50, 70/30, 80/20 (depending on evidence)
Frequency: 40% of disputes
🔄 Reship Option
When: Non-delivery or damaged product, vendor offers to reship
Terms: Vendor sends replacement, original escrow held until new delivery
Frequency: 10% of disputes
❌ 100% Vendor Payment
When: Buyer has insufficient evidence, claim contradicts facts, or invalid dispute reason
Funds: Full escrow released to vendor
Frequency: 15% of disputes
Dispute Statistics (DrugHub 2025)
- 📊 Overall Dispute Rate: 3.2% of orders (industry low)
- ⏱️ Average Resolution Time: 5.8 days
- ✅ Buyer Win Rate: 42% (full refund)
- ⚖️ Split Decisions: 38% (partial refunds)
- ❌ Vendor Win Rate: 20% (no refund)
- 🤝 Mutual Resolution: 60% resolve before moderator decision
💡 Dispute Best Practices
For Buyers
Prevention (Avoid Disputes Entirely)
- ✅ Research vendors thoroughly (reviews, compliance score)
- ✅ Read product descriptions completely
- ✅ Ask questions before ordering (clarify expectations)
- ✅ Start with small orders from new vendors
- ✅ Use escrow always (never finalize early)
If Issues Arise
- ✅ Document everything from day 1 (package photos, testing, communications)
- ✅ Contact vendor promptly and professionally
- ✅ Give vendor reasonable time to respond (48-72 hours)
- ✅ Be specific about the problem and desired resolution
- ✅ Stay calm and factual (emotional appeals don't help)
During Disputes
- ✅ Provide comprehensive evidence immediately
- ✅ Respond quickly to moderator requests
- ✅ Be honest (moderators can detect lies)
- ✅ Consider vendor's counter-offer if reasonable
- ✅ Accept decisions gracefully (arguing won't change outcome)
Common Mistakes to Avoid
- ❌ Opening disputes too quickly - Try vendor communication first
- ❌ Waiting too long - Open disputes before auto-finalization
- ❌ Poor evidence - Blurry photos, no timestamps, incomplete screenshots
- ❌ Emotional arguments - "This is unfair!" doesn't help
- ❌ Exaggerating claims - Moderators verify facts, lies = instant loss
- ❌ Threatening vendors - Unprofessional behavior hurts your case
- ❌ Public complaints - Posting dispute details = TOS violation
- ❌ Ignoring moderator requests - Failure to respond = case closed
Building a Strong Case
✅ Strong Case Checklist
- ☑️ Clear, high-quality photographic evidence
- ☑️ Timestamps on all documentation
- ☑️ Complete message thread with vendor
- ☑️ Objective evidence (tests, scales, tracking)
- ☑️ Specific description of issue and expectation
- ☑️ Professional, respectful communication
- ☑️ Reasonable resolution request
- ☑️ Prompt response to moderator
- ☑️ No exaggeration or emotional language
- ☑️ Willingness to compromise if appropriate
❓ Frequently Asked Questions
Can I cancel a dispute after opening it?
Yes, but only if vendor hasn't responded yet. Once vendor submits counter-evidence, dispute must proceed to moderator decision. You can request "mutual resolution" where both parties agree to close dispute with agreed terms.
What if I forgot to take photos before using the product?
Unfortunately, without evidence, disputes are very difficult to win. This is why it's critical to photograph everything upon arrival before opening packaging. For future orders: unbox on camera, test before use, document everything.
How long can I wait before opening a dispute?
Disputes must be opened before order finalization. Orders auto-finalize 14 days after marked "shipped" (unless you extend). Once finalized, disputes are no longer possible. Open disputes as soon as you identify an issue.
Can I appeal a moderator's decision?
Yes, within 48 hours of decision. Appeal requires:
- 5 XMR non-refundable appeal fee
- New evidence not previously submitted
- Clear explanation of why decision was incorrect
Appeals are reviewed by senior moderators. Appeal success rate: 15%. Fee is kept even if appeal is denied.
What happens if vendor doesn't respond to dispute?
If vendor doesn't respond within 72 hours, moderator reviews buyer's evidence alone. Non-responsive vendors lose about 90% of disputes. This incentivizes vendor participation.
Can I open multiple disputes for the same order?
No. One dispute per order. If you discover additional issues during existing dispute, add them as supplemental evidence to the current dispute (within first 5 days).
Do disputes affect my buyer account?
Opening disputes does not negatively impact your account. However, losing multiple disputes due to false claims can result in:
- Warning after 3 lost disputes
- Account review after 5 lost disputes
- Potential ban for proven fraudulent disputes
Legitimate disputes (even if you lose) do not count against you.
What if package is seized by customs?
Customs seizures are buyer's risk in most cases, unless:
- Vendor shipped to wrong country (refund)
- Poor stealth caused seizure (partial refund possible)
- Vendor didn't follow shipping terms (refund)
If seizure notice is received: photograph it, open dispute immediately, explain situation. Outcome depends on specific circumstances and vendor's stealth practices.
Can vendor retaliate after I open a dispute?
No. Vendor retaliation (doxxing, threats, harassment) is a permanent ban offense. If vendor threatens you:
- Screenshot all messages immediately
- Report to DrugHub support (separate from dispute)
- Add screenshots to dispute evidence
- Vendor will be permanently banned
Are moderators unbiased?
DrugHub moderators are trained neutrals with no connection to vendors or buyers. They:
- Receive no commission from dispute outcomes
- Are audited regularly for decision quality
- Follow documented dispute resolution guidelines
- Are rotated to prevent favoritism
- Can be removed for bias
Average moderator decision approval rating: 4.2/5 from community feedback.
Last Updated: November 2025 | DrugHub Market Information Portal
This guide is for educational purposes. Always document evidence and communicate professionally.