PlatformDTC

Dispute Resolution Policy

Last Updated: April 19, 2026

This Dispute Resolution Policy explains how Legalize Freedom LLC, a Delaware limited liability company doing business as "PlatformDTC" ("PlatformDTC") handles disputes between Customers (buyers) and Brand Owners (merchants) on the platform, as well as disputes initiated through card networks (chargebacks).

This policy supplements our Terms of Service, Brand Owner Agreement, and Refund Policy.

1. Overview

When a Customer is not satisfied with a purchase, there are three possible paths:

  1. Direct resolution — Customer contacts Brand Owner; they resolve amicably
  2. Platform-mediated dispute — Customer escalates to PlatformDTC if Brand Owner unresponsive or refuses
  3. Bank-initiated chargeback — Customer disputes the charge through their card-issuing bank

Each path has its own process, documented below.

2. Direct Resolution (Recommended First Step)

2.1 Customer Action

Customers should first contact the Brand Owner using:

  • The contact information on the order receipt
  • The Brand Owner's storefront contact page
  • Email or messaging channels provided by the Brand Owner

2.2 Brand Owner Response Time

Brand Owners must respond to refund/dispute inquiries within 3 business days per the Brand Owner Agreement.

2.3 Resolution Options

The Brand Owner and Customer may agree on:

  • Full or partial refund
  • Replacement product
  • Store credit
  • Service re-delivery
  • Other mutually agreed remedy

3. Platform-Mediated Dispute

If direct resolution fails — or the Brand Owner does not respond within 7 days — the Customer may escalate to PlatformDTC.

3.1 How to Escalate

Email disputes@platformdtc.com with:

  • Order number
  • Brand Owner name/store
  • Date of purchase and amount
  • Description of issue
  • Copies of communication with Brand Owner
  • Supporting evidence (photos, screenshots, proof of non-delivery)

3.2 PlatformDTC Process

Day 0   : Customer submits escalation
Day 0–1 : PlatformDTC acknowledges receipt, opens case
Day 1   : PlatformDTC notifies Brand Owner of escalation
Day 1–5 : Brand Owner has 5 business days to respond with evidence
Day 5–7 : PlatformDTC reviews evidence from both sides
Day 7–10: PlatformDTC issues decision
Day 10+ : Refund/payout executed per decision

3.3 Evidence We Consider

From the Brand Owner:

  • Order details and timestamps
  • Proof of delivery (tracking numbers, signed receipts)
  • Communication records with Customer
  • Product photos, specifications, terms agreed at purchase
  • Service delivery logs (for digital/SaaS products)

From the Customer:

  • Order receipt and communication history
  • Photos/videos of received product
  • Evidence of non-delivery, defect, or misrepresentation
  • Statements describing the issue

3.4 Possible Outcomes

  • Full refund to Customer (deducted from Brand Owner balance)
  • Partial refund to Customer
  • Refund denied — Customer keeps no refund
  • Replacement/redelivery required from Brand Owner
  • Account review of Brand Owner if patterns emerge

3.5 Finality

PlatformDTC's decision in mediated disputes is final regarding funds held on the platform. Either party retains any legal rights under applicable consumer protection law.

4. Chargebacks (Bank-Initiated Disputes)

A chargeback occurs when a Customer disputes a charge with their card-issuing bank rather than requesting a refund directly. Common reasons:

  • Unauthorized transaction (fraud)
  • Product not received
  • Product not as described
  • Duplicate charge
  • Subscription not cancelled / continued billing after cancellation

4.1 Process

1. Customer disputes charge with their bank
2. Bank issues provisional credit to Customer
3. Stripe notifies PlatformDTC and the Brand Owner
4. The disputed amount + chargeback fee (typically $15) 
   are deducted from Brand Owner balance
5. Brand Owner has 7–10 days (varies by network) to submit evidence
6. PlatformDTC assists Brand Owner with evidence submission
7. Card network reviews evidence
8. If won: funds returned to Brand Owner balance (fee not refunded)
   If lost: Customer keeps refund, fee stays with Brand Owner
9. Brand Owner may pursue Second Presentment / Pre-arbitration 
   in narrow circumstances (additional fees apply)

4.2 Brand Owner Responsibilities

  • Submit complete, accurate evidence within deadlines
  • Maintain shipping/delivery records for at least 180 days
  • Keep clear records of Customer agreements (Terms accepted, subscription dates)
  • Use clear billing descriptors that Customers will recognize
  • Maintain a chargeback rate below 1% to avoid card network penalties

4.3 Excessive Chargebacks

If your chargeback rate exceeds:

  • 0.65% — Warning and review
  • 1.00% — Required participation in card network monitoring programs (Visa VDMP, Mastercard ECP), additional fees up to $25 per chargeback, mandatory remediation
  • 1.50%+ — Possible suspension of payment processing

5. Disputes Involving PlatformDTC Subscription Fees

For disputes about fees you paid to PlatformDTC (not Customer purchases), see Refund Policy Part A. Contact billing@platformdtc.com.

6. Fraud Investigations

If we suspect fraud — by Brand Owner, Customer, or third party — we may:

  • Pause payouts during investigation (up to 90 days)
  • Reverse transactions identified as fraudulent
  • Hold funds in reserve to cover potential losses
  • Terminate accounts and report to authorities
  • Cooperate with law enforcement and provide records as required by law

We may not always be able to disclose investigation details to the parties involved, due to legal restrictions on tipping off.

7. Reporting Suspicious or Fraudulent Activity

If you observe suspicious activity, report it immediately:

8. Escalation to External Authorities

Where internal dispute resolution does not result in a satisfactory outcome, Customers and Brand Owners may have rights to:

  • File a complaint with the Federal Trade Commission (FTC) (US): https://reportfraud.ftc.gov
  • File a complaint with state Attorney General
  • File a complaint with the Consumer Financial Protection Bureau (CFPB) for financial product issues
  • File a complaint with their card-issuing bank (for chargebacks)
  • Pursue small claims court for amounts within jurisdictional limits
  • Initiate arbitration per our Terms of Service (for disputes against PlatformDTC)

We will cooperate with legitimate inquiries from these authorities.

9. No Retaliation

Brand Owners may not retaliate against Customers who file disputes (e.g., by blacklisting, harassment, or negative public statements). Retaliation is a violation of our Acceptable Use Policy and grounds for termination.

10. Record Retention

We retain dispute records for at least 7 years to comply with financial and consumer protection regulations.

11. Contact