Dispute Resolution Process

Overview

At Steader, we’re committed to fostering positive relationships between buyers and sellers in our local food marketplace. We understand that occasionally issues may arise during transactions. This document outlines our formal dispute resolution process designed to address concerns fairly and efficiently.

Guiding Principles

Our dispute resolution process is guided by the following principles:

Good Faith Resolution: We encourage parties to first attempt to resolve issues directly through open, honest communication.
Timely Response: All parties should respond promptly to ensure quick resolution.
Fair Evaluation: Steader serves as a neutral mediator, evaluating disputes based on objective evidence.
Transparency: The process and expectations are clearly defined for all parties.
Protection: Our Purchase Protection Program supports legitimate claims from both buyers and sellers.

Resolution Timeline

| Stage | Timeframe | Action | | --- | --- | --- | | Issue Reporting | Within 72 hours of delivery/pickup | Buyer or seller reports an issue through the platform | | Initial Response | Within 24 hours of report | The other party must respond to the claim | | Resolution Plan | Within 48 hours of response | Parties work with Steader to develop a resolution plan | | Final Resolution | Within 5 business days of initial report | Steader makes a final determination if parties cannot agree |

Step-by-Step Process

1. Informal Resolution (Recommended First Step)

Before initiating a formal dispute, we strongly encourage both parties to:

Communicate directly through Steader’s messaging system
Clearly explain the issue with supporting details and photos if applicable
Propose a reasonable solution
Maintain respectful, professional communication

Most issues can be resolved quickly and amicably through direct communication.

2. Formal Dispute Initiation

If informal resolution attempts are unsuccessful, either party may file a formal dispute by:

Navigating to the transaction in their order history
Selecting “Report an Issue” and completing the dispute form
Providing all relevant details including:
- Description of the issue
- Photos or videos documenting the problem (when applicable)
- Communication history
- Proposed resolution

Important: Disputes must be filed within 72 hours (3 days) of delivery or pickup. This timeframe ensures issues are addressed while evidence is fresh and remedies are still possible.

3. Response Period

Once a dispute is filed:

The other party will be notified immediately via email and in-app notification
They must respond within 24 hours with their perspective and any supporting evidence
Failure to respond within this timeframe may result in a default judgment in favor of the reporting party

4. Mediation and Resolution Planning

After both parties have provided their perspectives:

A Steader representative will review all submitted information
Steader will facilitate a discussion between parties to reach a mutually agreeable solution
A resolution plan will be proposed within 48 hours of the response
Common resolutions include:
- Full or partial refund
- Replacement product
- Other appropriate accommodations

5. Final Determination

If parties cannot reach mutual agreement:

Steader will make a final determination within 5 business days of the initial report
This determination will be based on:
- Evidence provided by both parties
- Transaction records and communication history
- Steader’s policies and community guidelines
- Applicable consumer protection regulations
The decision will be communicated to both parties with a clear explanation

Evidence Considerations

Steader reviews the following types of evidence when evaluating disputes:

Transaction Records: Order details, payment confirmation, delivery/pickup confirmation
Communication History: Messages exchanged through the Steader platform
Visual Evidence: Photos or videos showing the condition of products
Listing Information: Original product descriptions, photos, and stated terms
User History: Past transaction patterns and feedback from both parties
Independent Verification: When necessary and practical, third-party assessment

Connection to Purchase Protection Program

The Dispute Resolution Process works hand-in-hand with our Purchase Protection Program. When you submit a dispute, we will evaluate whether your issue is covered under the Purchase Protection Program, which outlines specific protections for both buyers and sellers.

For full details on what is covered, please refer to our Purchase Protection Program document. Any claims submitted through the dispute resolution process will be evaluated according to the eligibility criteria outlined in the Protection Program.

Implementation of Resolutions

Once a resolution is agreed upon or determined by Steader:

Financial Adjustments: Any refunds or adjustments will be processed within 3 business days
Transaction Status Updates: The order status will be updated to reflect the resolution
Review Context: Reviews related to disputed transactions may include a note indicating a resolution was reached through our dispute process, ensuring transparency for the community
Documentation: A summary of the resolution will be provided to both parties

Appeals Process

If either party believes a significant error occurred in the dispute resolution process:

Submit an appeal request within 48 hours of the final determination
Provide new, relevant information that wasn’t previously considered
Explain specifically why you believe the determination was incorrect
Appeals will be reviewed by a different Steader representative than the original reviewer
Appeal decisions are final and will be issued within 5 business days

Special Considerations

Perishable Products

Given the nature of local, fresh food:

Buyers should inspect products promptly upon receipt
Photos of issues should be taken immediately
Reasonable expectations regarding natural variations in homegrown products apply
Food safety concerns will be prioritized for expedited review

Off-Platform Transactions

Only transactions completed through the Steader payment system are eligible for our formal dispute resolution process. Off-platform transactions (including Specialty Listings like livestock, equipment, hay, and services) are subject to resolution between the parties involved.

Prohibited Behavior During Disputes

The following behaviors may result in account restrictions or termination:

Providing false information or evidence
Harassment or threatening behavior toward the other party
Attempting to create multiple accounts to circumvent the process
Repeated pattern of disputes indicating bad faith usage of the platform
Publicly disparaging the other party during an active dispute

Contact Information

For assistance with the dispute resolution process:

Email: hello@steader.com
In-app: Use the “Help” feature in your account settings
Response time: Within 1 business day

We’re committed to maintaining a trustworthy marketplace where both buyers and sellers can confidently participate in their local food economy. This dispute resolution process is designed to be fair, efficient, and aligned with our community values.