Every order becomes a ticket with a status: PENDING (awaiting provider acceptance), ACCEPTED (provider accepted, escrow funded), PAID (payment sent to escrow), IN_PROGRESS (work underway), and COMPLETED (buyer confirmed, funds released). Disputes can occur at any stage.

1

PENDING

Order placed, awaiting provider acceptance

2

ACCEPTED

Provider accepted; buyer funds escrow

3

PAID

Escrow funded; work begins

4

IN_PROGRESS

Milestones being completed

5

COMPLETED

Buyer confirmed; escrow released to provider

If a ticket is stuck in IN_PROGRESS without updates, open a chat with the provider.

For PER_MILESTONE cooperations, each milestone has its own escrow. The buyer approves completion of each milestone to release the corresponding payment. Providers submit milestone completion evidence; buyers accept or dispute.

1

Define milestones

Set milestones with descriptions and payments during creation

2

Complete work

Provider submits evidence for each milestone

3

Approve

Buyer approves to release that milestone's escrow portion

Use the chat inside the ticket to discuss milestone evidence before approving.

The escrow panel on each ticket shows the total amount held, the current state (UNLOCKED, LOCKED, RELEASED, REFUNDED), and a history of state transitions. It updates in real time via polling. Use this to confirm your funds are secure at every stage.

The escrow panel uses the Lightning hold invoice protocol — no third party ever holds your funds.

If you cannot resolve an issue directly with the other party, open a dispute from the ticket. The dispute goes through Level 1 (7-day cooling off) first. If unresolved, it escalates to the Arbitration Council for a binding ruling. Evidence collected during the process is used by arbitrators.

1

Open dispute

Tap "Open Dispute" on the ticket

2

Cooling off

7-day direct negotiation period

3

Escalate

If unresolved, escalate to Arbitration Council

4

Ruling

Council issues a binding verdict

Keep all communication inside the platform — external messages cannot be used as evidence.

Ticket lifecycleStatus flow from PENDING to COMPLETED through all stages.ticketstatuslifecycleorder

Milestone trackingDefine milestones, track progress, and approve completion.milestonestrackingescrowcooperation

Escrow status panelReal-time monitoring of escrow funds and state transitions.escrowstatuspanellightning

Disputes and resolutionHow to open a dispute and what to expect from the resolution process.disputesresolutionarbitrationrefund