Last updated: May 2026
The COC Marketplace is committed to fair outcomes for both buyers and sellers. This policy governs how disputes between buyers and sellers are handled. Platform decisions on disputes are final.
Buyers may file a dispute if an item was not received, an item was significantly not as described, a digital product was not delivered, or a live training was cancelled without a refund. Disputes must be filed within 7 days of the expected delivery date or training date.
Disputes are filed through the order detail page in your account. You will be asked to describe the issue and provide any supporting documentation. Both the buyer and seller will be notified and given the opportunity to respond.
Once a dispute is filed, the seller has 48 hours to respond. Our team will review the evidence provided by both parties and make a determination within 5 business days. During the review period, any pending payout to the seller will be frozen.
Disputes may be resolved in favor of the buyer with a full or partial refund, in favor of the seller with payout released, or with a negotiated resolution agreed to by both parties. Our team determines the appropriate outcome based on the evidence provided.
For physical items, buyers must provide evidence that the item was not received or was significantly different from the listing description. Sellers must provide proof of shipment including tracking information. Items that arrive damaged in transit are handled on a case by case basis.
For digital products, non-delivery disputes are resolved quickly since all digital files are hosted on our platform and delivery is logged. Disputes about the quality or accuracy of digital content are reviewed against the listing description.
If a seller cancels a live training, buyers receive a full refund automatically. If a buyer requests a refund after the event has occurred, the seller refund policy applies. Technical difficulties during a training are reviewed on a case by case basis.
Filing fraudulent or bad faith disputes is a violation of our Terms of Service and may result in account suspension. Sellers who repeatedly receive legitimate disputes may have their selling privileges reviewed.
Users who believe a dispute decision was made in error may submit a written appeal within 14 days of the decision. Appeals are reviewed by a senior member of our team. Appeal decisions are final.