Occasionally a trade does not go as planned. This policy explains what to do, what we can and cannot do, and how disputes with Daytime Consulting itself are handled. It forms part of our Terms of Service.
1. Our role in dealer disputes
Soda is a network, not a party to trades. Dealers agree and pay for trades directly and off-platform. That means:
- the contract of sale, and any claim under it, is between the buying and selling dealers;
- we cannot reverse payments, force a refund or compel delivery; and
- any assistance we give is voluntary, and any view we express is not binding in court.
What we can do is facilitate communication, review the evidence held on the Platform (including deal records, tracking numbers, packaging photos and videos, and payment-detail change history), apply our own rules (for example to restrict or remove a dealer who broke them) and, for trades using our Middleman Service, follow the process in those terms.
2. Step 1: talk to the other dealer
Most issues are misunderstandings. Contact the other dealer through Soda messaging so there is a record. Explain the problem clearly, share photos or documents and propose a fair solution. Allow 3 business days for a reply.
3. Step 2: open a dispute
If you cannot agree, open a dispute from the trade, auction or conversation page, or contact us through Help & support with the trade reference. Disputes must be opened within 30 days of the expected delivery date.
Include:
- what was agreed (price, item, condition, shipping and payment terms);
- what went wrong;
- supporting evidence: photos, videos of unboxing, tracking numbers, proof of payment, correspondence; and
- the outcome you are looking for.
4. Step 3: our review
- We notify the other dealer, who has 3 business days to respond with their side and evidence.
- We may ask either party for more information. If a dealer does not engage, we will decide based on the information we have.
- To investigate, authorised staff may open the accounts involved, including messages and documents. Staff must record the dispute as the reason, and every access is logged (see our Terms of Service and Privacy Policy). Content deleted during a dispute can be restored by our team.
- We aim to give our view within 10 business days after both sides have responded.
- While a dispute is open we may pause listings or restrict the accounts involved.
5. Possible outcomes
Depending on the evidence, we may:
- recommend a resolution (for example a return and refund, a partial refund, or completion of delivery);
- record a strike against a dealer's account, or remove one that was reported wrongly (see the Auction Rules and section 10 of our Terms of Service);
- record a mutual cancellation, which never results in a strike;
- restrict, suspend or remove a dealer who has broken our rules; and
- where we suspect a crime such as fraud or counterfeit trading, preserve evidence and cooperate with law enforcement.
If a dealer does not follow our recommended resolution, we may take account action against them, but we cannot enforce payment. You remain free to pursue your legal rights, and we can provide records you need for that where the law allows.
6. Common situations
Item not received. Provide proof of payment. The seller should provide proof of shipping with tracking and insurance. Tracking numbers and packaging photos or videos added to the deal page are part of the record.
Item not as described. Provide photos or a watchmaker's report within 48 hours of delivery. Do not alter, open or service the watch before the dispute is resolved unless the seller agrees.
Suspected counterfeit. Report it immediately. Do not return the watch until we advise, as it may be evidence.
Non-payment after an auction. See the non-payment process in our Auction Rules.
Payment-detail fraud. If you think you sent money to a fraudster's account, contact your bank straight away, report it to the police and tell us so we can protect other dealers. If you received a confirmation request for a payment-detail change you did not make, tap "This wasn't me": the change is cancelled, your sessions are logged out and our team is alerted.
Backing out of a deal. A buyer who backs out after the seller confirmed a Mark as Sold, an auction winner who does not complete the purchase, or a seller who refuses to complete a confirmed sale or a won auction, can be reported from the deal page. The reported dealer has 48 hours to respond. If they do not respond, a strike is applied automatically; if they contest it, it becomes a dispute and our team reviews it under this policy. Cancelling by mutual agreement never results in a strike.
7. Appeals
If you disagree with an account action we took, reply to our decision within 14 days explaining why. A different member of staff will review it.
8. Disputes with us
If you have a complaint about Daytime Consulting (for example about billing, verification or an account decision), contact us through Help & support or our contact form. We will try to resolve it informally within 30 days.
If we cannot, the dispute will be resolved under the governing law and jurisdiction clause of our Terms of Service, currently the laws and courts of the Province of Alberta, Canada.
9. Honest use of the process
Opening false disputes, fabricating evidence or using disputes to pressure another dealer is a breach of our Community Guidelines.