Disputes are disputes.
Here’s how we settle them.
Every Importable trade can produce a dispute. Cold-chain breach, weight delta, grade-call disagreement. The protocol is published in full: four remedies, fixed timings, the evidence pack stays frozen until resolved.
Four remedies.
When a dispute opens, the opener proposes one of four remedies. The counterparty may accept, counter-propose a different one, or escalate to mediation.
Response: Counterparty accepts or counter-proposes.
Response: Counterparty accepts (specifies who does the rework + at whose cost) or counter-proposes.
Response: Counterparty accepts or escalates to mediation.
Response: Mediation is auto-engaged via the corridor’s named mediator.
Timeline.
| When | What happens |
|---|---|
| T+0 | Dispute opens. Pack is frozen; no further artefacts; settlement paused. |
| T+96h | Counterparty response window closes. If no response, proposed remedy auto-executes at the disputed amount. |
| T+96h to T+192h | If countered, the counter’s window opens for 96h more. |
| T+96h+ | If mediation, mediator is pulled from the registry; 10 working days to issue opinion. |
The three patterns we see most often.
Cold-chain breach claim
The temperature-log artefact (#14) is the canonical record. <30 minutes over +4°C is cosmetic (rebate ~5%); 30 minutes to 4 hours is a rework (re-grade plus rebate per kg downgrade); over 4 hours is a reject.
Weight-ticket mismatch
Origin weight (#09 harvest-record) and Rotterdam QC weight (#16 qc-weight-check) are both signed. A delta over 2% triggers calibration checks at both ends; if both scales are calibrated, the loss is in-transit and the freight insurance claim path applies.
Grade-call disagreement
Photos #19 and #20 are the tie-breaker. If photos are ambiguous, the default is to call mediation rather than re-grade unilaterally.
Mediator pool by corridor.
When mediation is invoked, the mediator is drawn from this registry. Fees split 50/50 between the disputing parties unless the mediator’s opinion explicitly assigns them. Importable does not pay mediation costs on behalf of either party.
| Corridor | Mediator | Location |
|---|---|---|
| TR-* | ITC Türkiye Centre | Istanbul Chamber of Commerce arbitration |
| MA-* | Casablanca Centre for Arbitration + Mediation (CCAM) | Casablanca |
| GR-* | Hellenic Centre for Mediation | Athens |
| FR-* | CEDR Mediation | London |
| IT-* | CAM Camera Arbitrale Milano | Milan |
What’s binding, what’s not.
A mediator opinion is binding for Importable’s role in the pack. It is non-binding for the counterparty. If a party refuses to comply with an opinion that finds against them, the pack is marked dispute-unresolved and the lane pauses. Future trades on that lane require proactive opt-in from both parties.