Every order becomes a ticket with a status: PENDING (awaiting provider acceptance), ACCEPTED (provider accepted, awaiting payment), PAID (buyer paid the provider directly), IN_PROGRESS (work underway), and COMPLETED (buyer confirmed delivery). Disputes can occur at any stage.

1

PENDING

Order placed, awaiting provider acceptance

2

ACCEPTED

Provider accepted; buyer pays

3

PAID

Payment received by the provider; work begins

4

IN_PROGRESS

Milestones being completed

5

COMPLETED

Buyer confirmed delivery

If a ticket is stuck in IN_PROGRESS without updates, open a chat with the provider.

For PER_MILESTONE cooperations, each milestone is paid separately. The buyer approves completion of each milestone and then pays that stage directly. Providers submit milestone completion evidence; buyers accept or dispute.

1

Define milestones

Set milestones with descriptions and payments during creation

2

Complete work

Provider submits evidence for each milestone

3

Approve

Buyer approves and pays that milestone

Use the chat inside the ticket to discuss milestone evidence before approving.

Escrow is not yet enabled — Direct-Pay tickets have no escrow panel. Once escrow is live, the panel on an escrowed ticket will show the amount held, the current state (UNLOCKED, LOCKED, RELEASED, REFUNDED) and a history of state transitions.

Until escrow is live, the ticket status and the payment proof (preimage) are your record of payment.

If you cannot resolve an issue directly with the other party, open a dispute from the ticket. The dispute goes through Level 1 (7-day cooling off) first. If unresolved, it escalates to the Arbitration Council for a binding ruling. Evidence collected during the process is used by arbitrators.

1

Open dispute

Tap "Open Dispute" on the ticket

2

Cooling off

7-day direct negotiation period

3

Escalate

If unresolved, escalate to Arbitration Council

4

Ruling

Council issues a binding verdict

Keep all communication inside the platform — external messages cannot be used as evidence.

Ticket lifecycleStatus flow from PENDING to COMPLETED through all stages.ticketstatuslifecycleorder

Milestone trackingDefine milestones, track progress, and approve completion.milestonestrackingescrowcooperation

Escrow status panelEscrow state on a ticket — only shown once escrow is enabled.escrowstatuspanellightning

Disputes and resolutionHow to open a dispute and what to expect from the resolution process.disputesresolutionarbitrationrefund