📘 CT-SOP-106.1.6 — Member Dispute Resolution SOP

Effective Date: July 27, 2025 Applies To: Support Team, Community Moderators, CLO, COO, Executive Committee, Platform Directors Review Cycle: Biannual or upon regulatory change Related Legal Depot Sections: Sections 4.4, 4.26, 6.1.2, 6.1.8

1. Purpose

To provide a legally compliant, fair, and timely method for members to file complaints or disputes, appeal enforcement actions, and resolve disagreements with instructors, staff, affiliates, or platform policies.

2. Scope

This SOP covers:

• Refund or transaction disputes
• Account suspension or ban appeals
• Reported policy violations (from either party)
• Disagreements with instructor content or delivery
• Affiliate commission disputes
• Marketplace or service reviews challenges
• Loyalty or rewards redemption errors

3. Required Inputs

4. Process Steps

4.1 Step 1: Ticket Logging

• All disputes must be submitted:
• Via platform dashboard
• Email:
• Internal referral (if escalated from chat or comment)
• Assign case number and archive to dispute queue

4.2 Step 2: Initial Review (within 48 hours)

• Review by Community Moderator or Support Admin
• Confirm documentation (screenshots, receipts, chat logs)
• Determine if the issue falls under platform policy jurisdiction

4.3 Step 3: Resolution Pathway

• Tier 1: Simple issues (refund error, tech issue) → Resolved by Support Team
• Tier 2: Platform-specific (instructor issue, affiliate earnings) → Resolved by Platform Director
• Tier 3: Legal/conflict-based (ban appeal, harassment claims) → Resolved by CLO + CEO

4.4 Step 4: Response Delivery

• Member receives written resolution outcome including:
• Summary of findings
• Applied policy
• Final outcome
• Appeal option (if Tier 2 or 3)

4.5 Step 5: Appeal Process (If Requested)

• Member may file one (1) written appeal within 7 days
• Escalated to Executive Committee if unresolved at Tier 2
• Final decision issued by CLO or CEO is binding and logged

4.6 Step 6: Documentation & Closure

• All correspondence, decisions, and screenshots archived in Legal Drive
• Platform account flagged (if ongoing concern)
• Closure confirmation sent to member

5. Escalation Contacts

6. Compliance Markers

✅ Dispute reviewed within 48 hours ✅ Outcome provided in writing ✅ Platform policy cited in response ✅ Option for formal appeal offered ✅ Case archived and logged in audit record

7. Version Control

• Version: 1.0
• Last Updated: July 27, 2025
• Maintained By: CLO + COO
• Next Review Due: January 2026