Cases and disputes: who decides, what happens next, and by when

When something goes wrong between two sides, Durbar opens a case. It has a number (CASE- and six letters or digits) both sides quote, and it always says who decides, what happens next, whose move that is, and by when.

What opens a case, and who decides

• Deposit dispute: a renter disagrees with what a vendor kept from their deposit. Durbar support decides.
• Refund the provider refused: the payment provider wouldn't send a refund. Durbar support sends it another way.
• Gift not received: a recipient taps I didn't receive it on their link. The sending organization decides: anyone who can run gift campaigns.
• Wrong items delivered or Order not received: you report a problem on a Studio order. Your team decides, after the partner answers on their link.

Whoever decides answers within two working days of the case opening (Sundays and public holidays don't count). The deadline shows on the case for both sides, and in Actions when it's your move.

Following a case

1. 1Open Cases in the sidebar, or the item in Actions. Renters, gift recipients and partners see their case on their own link.
2. 2Next action says whose move it is and the deadline. When it's yours, it says so.
3. 3If you're asked for evidence, answer under Asked of you with what you have: photos, receipts, what the rider said. You have two working days.
4. 4Add to the case at any time; both sides see what you write. Durbar support's own notes are only on their desk.

Deciding a case your organization owns

On a gift or Studio case, ask the other side for evidence if you need it, then choose a decision and give a reason they'll read. Send a replacement sends a new gift kit to the same person and address with the next production run, or has the partner remake a Studio order at their cost as a rework. The original records, photos and payments stay as they were. Nothing is ever marked delivered by a case.

Decisions and money

A deposit dispute decided for the renter gives back all or part of what the vendor kept. The refund is a real record, sent through the payment provider from the vendor's own account (Durbar never holds the money), and the case shows it: Refund owed until the provider accepts it, then Refund sent. If the provider refuses it, Durbar support sends it another way and the case says so. A decision that moves no money says that too.