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Dispute resolution

How to raise it, what happens next, and how it ends.

Disputes are how OriginSpace adjudicates when you and a supplier or contractor disagree about whether work has been done correctly. The escrow system holds your money during the dispute, so neither side has an unfair advantage. This page explains how it works.

How to raise a dispute

Disputes are raised from the order page, not from this page. Sign in, open the order in question (/orders/<order-id>), and look for the Raise Dispute button near the top of the page. The button only appears if the order is currently eligible for dispute (see below).

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When you can dispute

  • The order is not in `pending` status (i.e. at least one milestone has been paid into escrow).
  • The order is not already `cancelled` or already in `disputed` state.
  • For materials and furniture: you are within 7 days of the `delivered` status (the goods-inspection window).
  • For design and contractor services: delivery has not yet been confirmed by you.
  • Not every milestone has been paid (full payment counts as customer sign-off).

When you cannot dispute

Order is still `pending`

No money has been paid yet, so there is nothing for OriginSpace to hold or release. Cancel the order from the order page instead.

Goods-inspection window has expired

For materials and furniture orders, you have 7 days from delivery to flag a defect. After that, escrow has been released and the dispute path is closed.

Final milestone has been paid

Paying the last milestone is treated as customer sign-off. If you paid in error, contact [email protected] directly — we may still be able to help, but the formal dispute API is closed.

What happens during a dispute

  1. Day 0

    You raise a dispute from the order page. The order is frozen — no further milestone can be requested while a dispute is open.

  2. Days 0–3

    You upload evidence (photos, videos, written description). The supplier or contractor is notified by email and Telegram and may respond with their own evidence.

  3. Days 3–7

    OriginSpace reviews the case. We may ask for additional information from either party.

  4. Days 7–14

    OriginSpace issues a resolution. The order resumes its previous status if the dispute outcome is `no_action` or a partial split.

  5. Day 14+

    If the outcome is full refund, full release, or partial split, OriginSpace processes the corresponding settlement(s) and notifies both parties by email.

The four resolution outcomes

Full refund

All escrowed funds are returned to the customer, less the 7% platform fee retained for accounting. Used when the supplier or contractor failed to deliver, or delivered something materially different from the agreement.

Full release

All escrowed funds are released to the supplier or contractor, less the 7% platform fee. Used when the dispute is found to be without merit and the work was delivered as agreed.

Partial split

Escrowed funds are divided between customer and supplier or contractor in a ratio set by OriginSpace based on the evidence. The 7% platform fee is retained from the gross. Used when both parties carry some responsibility (e.g. partial defect, deadline slip with mitigating circumstance).

No action

The dispute is closed without payment movement. Used when the parties reach a private agreement and the dispute is withdrawn, or when the dispute is duplicate or vexatious.

Evidence checklist

Strong evidence makes resolutions faster and fairer. Useful items to upload:

  • Clear photos of the defect, damage, or installation issue, with date if your camera adds one.
  • Side-by-side photos comparing the agreed brief / proposal images and the actual delivery.
  • Video walkthroughs (especially for renovation work, where photos cannot show every angle).
  • Screenshots of in-platform chat where the supplier or contractor agreed to scope or timeline.
  • For materials and furniture: shipment tracking, packing list, delivery note.
  • A short written summary of what you expected, what you received, and the impact on your project.

Need help with an order before raising a dispute? Contact support first.

Contact support

See also: Escrow Policy · Customer Terms · Supplier Terms