SWAIA Digital Market Dispute Policy

SWAIA Digital Market Dispute Resolution Policy

SWAIA Digital Market strives to ensure a fair and efficient resolution of disputes between customers and artists. When a transaction that took place on SWAIA Digital Market results in a dispute regarding orders, returns, refunds, payments, or service quality, our platform offers a structured process for mediation. This policy outlines the steps for escalating disputes to mediation, the parties' responsibilities, and associated costs.


Initial Resolution Attempt

  • 1) Contact the Artist:
      • If you encounter a problem with your order, the first step is to contact the artist directly through SWAIA Digital Market through the contact option of the artist’s storefront.
      • Provide all relevant details including your order number, the reason you would like a resolution of the problem, timestamped photographs of the item(s), and any supporting documentation.
      • The artist will review the issue and respond within 10 business days, according to their return policy.
  • 2) Resolution Timeframe:
    • The artist has 10 business days to attempt to resolve the issue.

Dispute Escalation

  • Involvement of SWAIA Digital Market:
    •
        • If your problem remains unresolved 10 business days after contacting the artist, you may escalate the issue to SWAIA Digital Market as a formal dispute.
        • Contact customer support at swaiadigitalmarket@swaia.org with a summary of the dispute and relevant documentation.
  • Platform's Preliminary Contact with the Artist:
    •
        • SWAIA Digital Market will contact the artist to notify them of the dispute escalation.
        • SWAIA Digital Market will inform the artist of any policy violations and their corresponding corrective actions in connection with the dispute, if applicable. 
        • The artist is required to respond to SWAIA Digital Market within 5 business days, providing:
          1. Acknowledgment of Receipt: Confirmation of receipt of SWAIA Digital Market’s notification.
          2. Plan of Action: A plan to reasonably resolve the dispute between the artist and the customer.
          3. Evidence of Communication: Proof of communication with the customer following the platform’s notification of escalation.
          4. Proof of Action: Evidence that the artist’s proposed action plan has been initiated.
        • If the artist fails to comply with SWAIA Digital Market’s previously detailed requirements by the end of the 5th business day, SWAIA Digital Market will refer the dispute to the American Arbitration Association (AAA).
  • Mediation Process:
    •
      • SWAIA Digital Market will facilitate the mediation process by referring the dispute to the American Arbitration Association (AAA).
      • AAA will provide mediation services in accordance with their standard procedures.

    Roles and Responsibilities

  • Platform’s Role:
    •
        • SWAIA Digital Market serves as a neutral facilitator in the dispute resolution process.
        • We will refer disputes to the American Arbitration Association and assist in ensuring that the mediation process follows our platform's guidelines and applicable laws.
        • SWAIA Digital Market does not make final decisions or enforce outcomes directly but facilitates communication between the parties.
  • Parties' Responsibilities:
    •
      • The customer and artist will share equally in the costs of the mediation.
      • Fees include, but are not limited to, mediation session costs, administrative fees, and any other charges as determined by AAA.