Merchant Verification & Dispute Policy

Non-binding Dutch summary

Deze policy beschrijft verificatiestatussen, bewijsvereisten, geschillenprocedure en overdracht van adminrechten. Statusbadges geven operationele checks weer en zijn geen juridische eigendomstitel.

Table of Contents

• Definitions and Scope
• Verification Statuses
• Evidence Standards
• Dispute Submission and Timelines
• Interim Measures and Admin Transfer
• Appeals and Abuse Controls
• Data Retention and Change Log

1. Definitions and Scope

This Policy applies to all merchant claim, verification, challenge, and takeover workflows on Zlox. It is incorporated by reference into Merchant Terms.

2. Verification Statuses and Badge Meaning

• Claimed (Unverified): company linked by user claim only
• Trusted: account assessed operationally with no active dispute flags
• Verified: enhanced proof completed (domain, DNS, manual evidence)
• Financially Verified: payout/payment onboarding checks completed

Badge wording in UI must state: "Operational platform verification - not legal ownership adjudication."

3. Evidence Standards

Accepted evidence may include signed authorization letter, registry extract, role proof, business email proof, domain ownership proof, payout account proof, and corporate identity documents where lawful.

4. Dispute Submission and Timelines

Disputes are submitted through in-app support or ticketing. Zlox targets acknowledgement within {{DISPUTE_ACK_DAYS}} business days, initial review within {{DISPUTE_INITIAL_REVIEW_DAYS}} business days, and decision within {{DISPUTE_DECISION_DAYS}} business days where feasible.

5. Concurrent Claims and Admin Transfer

Where multiple parties claim the same company, Zlox may place the profile in restricted mode pending review. Zlox may freeze profile edits, suspend payouts, and request additional evidence. Final control assignment is based on evidence weight, continuity of authority, and risk indicators.

6. Appeals and Abuse

One appeal is permitted within {{APPEAL_WINDOW_DAYS}} days with new material evidence. Fraudulent claims, document tampering, or harassment may result in suspension, permanent removal, and legal reporting where appropriate.

7. Data Retention and Change Log

Verification/dispute evidence may be retained for {{VERIFICATION_RETENTION_YEARS}} years after closure for legal defense, anti-fraud, and audit integrity unless longer retention is required by law.

• v{{VERIFICATION_POLICY_VERSION}} ({{EFFECTIVE_DATE}}): Initial policy

Implementation Notes (non-legal)

• Add dedicated "Challenge company claim" button and structured evidence form
• Add case status tracker with SLA states (acknowledged, under review, resolved)
• Lock profile editing and payouts during high-risk concurrent claim review
• Keep immutable audit logs for evidence upload, reviewer actions, and final transfer