How Disputes Work

Understanding the dispute resolution process for brands and creators

Disputes provide a formal process for resolving disagreements when a brand feels that a creator has not delivered work as expected. This page explains how disputes work, what information is shared, and what to expect throughout the resolution process.

Important: We strongly encourage brands and creators to attempt to resolve any issues directly through communication before the approval deadline is reached. Disputes should be a last resort when direct resolution is not possible.

1. When Can Disputes Be Opened

Disputes can only be opened under specific circumstances:

After Final Submission: The creator must have submitted their final deliverable for the deal
Before Approval Deadline: Disputes can only be opened before the approval deadline. Once the deadline passes, deals are automatically approved and disputes cannot be opened
Resolution Attempt Required: Brands should make a good faith effort to resolve issues with the creator before opening a dispute

Deadline Warning

If you cannot reach a resolution with the creator before the approval deadline, you can open a dispute. However, once the deadline passes, the deal will be automatically approved and funds will be released to the creator.

2. Opening a Dispute

When a brand opens a dispute, it initiates the formal dispute resolution protocol:

Dispute Protocol Initiated: Opening a dispute automatically involves the Cozmos team in the resolution process
Final and Binding Decisions: Both the brand and creator understand that all dispute decisions made by the Cozmos team are final and binding
No Guarantee of Outcome: Decisions may not go in favor of either party - the Cozmos team reviews all evidence objectively

The Cozmos team reserves the right to review all deal information and evidence and make the final decision based on the terms of the deal, deliverables, and all submitted materials.

3. Dispute Information Sharing

When opening a dispute, brands provide three types of information. It's important to understand what is visible to whom:

Dispute Category

Brands select a category that best describes the nature of the dispute (e.g., "Quality Issues", "Missing Deliverables", "Not as Described").

Shared with: Cozmos Team & Creator

Dispute Comments

Brands can provide detailed comments explaining their concerns and the reasons for opening the dispute.

Shared with: Cozmos Team Only (NOT Creator)

This allows brands to provide sensitive information or concerns that they prefer not to share directly with the creator.

Dispute Evidence Assets

Brands can upload files, screenshots, or other evidence to support their dispute claim.

Shared with: Cozmos Team Only (NOT Creator)

Evidence files are kept private from the creator and reviewed only by the Cozmos team.

4. Creator Response Period

After a dispute is opened, creators have a specific window to respond:

48-Hour Response Window

Creators have exactly 48 hours from when the dispute is opened to submit their response. During this time, creators can:

Submit comments explaining their position
Upload evidence to support their case
Provide context about the deliverables

After the 48-hour response period expires, the deal will automatically move to under_review status, and the Cozmos team will begin their review process.

5. Cozmos Team Review Process

Once a deal is placed under review, the Cozmos team conducts a comprehensive review of all available information:

Information Reviewed

The Cozmos team reviews all deal information, including but not limited to:

Promotion Description: The original promotional offer and its terms
Deliverables: What was promised and what was delivered
Campaign Questions: Answers provided in the brief form
Chat Conversation: All communication between brand and creator
Asset Uploads: All files and materials submitted throughout the deal
Dispute Claims: The dispute category, comments, and evidence from both parties

Final and Binding Decision

The Cozmos team's final decision is binding and cannot be changed. This decision is made after careful review of all evidence and deal information, and both parties agree to accept the outcome.

6. Possible Outcomes

After reviewing all information, the Cozmos team may decide on one of several outcomes:

Payout Decisions

Full Payout: Complete payment to creator (dispute resolved in creator's favor)
Partial Payout: Split payment between brand and creator based on what was delivered
Full Refund: Complete refund to brand (dispute resolved in brand's favor)

Account Strikes

Depending on the severity of the issue and whether terms were violated, the Cozmos team may apply account strikes to either party:

Strikes may be applied to creators for failing to deliver as promised
Strikes may be applied to brands for false or frivolous disputes
Multiple strikes can result in account suspension or removal from the platform

Important: Dispute outcomes are determined objectively based on the deal terms, deliverables, and evidence. The decision may favor the brand, the creator, or result in a compromise. Both parties understand that the Cozmos team's decision is final and binding.

Key Points to Remember

•Try to resolve first: Always attempt to resolve issues directly with the creator before opening a dispute
•Timing matters: Disputes can only be opened before the approval deadline
•Privacy: Dispute comments and evidence are only visible to the Cozmos team, not the creator
•48-hour response: Creators have 48 hours to respond after a dispute is opened
•Final decisions: All dispute resolutions are final, binding, and cannot be appealed

← Back to Home Terms of Service →