Incident routes
Report with the right context
Route listing risk, payout, dispute, and security issues into the right trust workflow.
Choose a path
Start with the route that matches the risk
Qlutterbox should not force customers into one generic inbox. Each route below maps to the workflow most likely to produce a useful first response.
Trust Ops desk
Transaction, listing, or referral incident
Use this when a buyer, Curator, or Guild member needs manual review for an active order, dispute, payout, or listing-risk case.
Security reporting
Sensitive security weakness
Use this for impersonation vectors, credential exposure, platform bugs, or technical weaknesses that could harm customers or operators.
Operational state
Live platform or payout degradation
Check live platform, payout, and Trust Ops health first when the issue may already be tracked as an active incident.
Closed-case guidance
Published Trust Notes
Review recent public notes before filing a duplicate report. The issue may already have a published resolution or workaround.
What to include
Share enough evidence to verify the case, and no more.
- Share the order ID, listing URL, Curator handle, or transaction reference involved.
- Describe the timeline, what changed, and the immediate risk in plain language.
- Attach only the screenshots, receipts, or chat evidence needed to verify the case.
- Redact unrelated personal records and do not send card numbers, CVVs, bank tokens, or login passwords.
Related routes
Check these before filing a duplicate case
Trust Notes
See whether the incident already has a published note, workaround, or closure summary.
Policy centre
Review the release, inspection, dispute, and privacy rules that govern case handling.
Responsible disclosure
Use the security route for confidential technical weaknesses instead of the standard Trust Ops desk.
Service windows
Published timing for incident handling
These windows are the public expectation for how Trust Ops should triage, acknowledge, investigate, and close the case once it lands in the correct queue.
30 min target
Initial triage
Trust Ops reviews active fraud, protected payment, or listing-risk reports and confirms the first routing path.
24h target
Acknowledgement
Reporters should receive a first response, evidence checklist, and the next action expected from the operations desk.
14 working days target
Investigation window
Disputes, fraud reviews, and linked-referral incidents are worked towards a documented outcome inside the published review window.
48h target
Post-resolution action
Once a case closes, release, reimbursement routing, or disclosure follow-up should move within the next 48 hours.