This playbook outlines how conflicts between buyers and sellers are managed in the Autonoms marketplace, ensuring fairness, transparency, and trust.

1. Purpose

Conflicts are inevitable when automations involve expectations, scope, and deployment timelines. The playbook ensures:

• Buyers only pay for completed, working automations.
  
• Sellers are protected from unfair refund demands.
  
• Autonoms AI acts as a neutral mediator with clear rules.
  

2. Common Conflict Scenarios

Conflicts typically arise when:

1. Buyer Refusal – Buyer refuses acceptance despite automation meeting Definition of Done (DoD).
   
2. Seller Non-Delivery – Seller fails to deliver within agreed SLA (avg 7 days).
   
3. Scope Creep – Buyer requests out-of-scope changes not covered in original purchase.
   
4. Quality Concerns – Buyer claims automation does not function as promised.
   
5. Post-Deployment Issues – Seller refuses mandatory 1-week support.
   

3. Principles of Resolution

• Escrow Protection – Funds remain locked until conflict is resolved.
  
• Definition of Done (DoD) – All disputes are judged against the marketplace’s DoD standards.
  
• Evidence-Based Decisions – Resolution relies on project workspace logs, demo recordings, comms transcripts, evident-based reports and documentation.
  
• Neutral Mediation – Autonoms AI reviews and makes the final call.
  

4. Resolution Process

Step 1: Attempt Direct Resolution

• Buyer and seller must attempt to resolve within the project workspace.
  
• Fix requests (within scope) should be addressed before escalation.
  

Step 2: Raise a Dispute

• If unresolved, either party may flag the project as Disputed inside the platform.
  
• Escrow is frozen automatically.
  

Step 3: Autonoms Mediation

• Marketplace team reviews:
  
  • Definition of Done compliance.
    
  • Buyer/Seller communication history.
    
  • Demo/test recordings.
    
  • Documentation and deployment logs.
    

Step 4: Resolution Outcomes

• Release to Seller – If DoD is met and buyer’s refusal is unfounded.
  
• Refund to Buyer – If seller failed to deliver or did not meet agreed scope.
  
• Partial Settlement – If both parties share responsibility (e.g., delays, unclear communication).
  

5. Escalation Paths

• Tier 1: Automated mediation using DoD checklist (system flags compliance).
  
• Tier 2: Human review by Autonoms AI conflict team.
  
• Tier 3: Arbitration (for high-value enterprise deals, via contract terms).
  

6. Preventing Conflicts (Expectation Setting)

• For Buyers:
  
  • Provide clear requirements during consultation.
  • Attend demo and feedback calls promptly.
  • Clear communication – Respond message on the in-app messenger and to any request for for more information
  • Approve/reject with clear reasons tied to DoD.
    
• For Sellers:
  
  • Contact the buyer within 48 hours.
  • Deliver demo by Day 3 or less.
  • Document everything (setup, costs, limitations).
  • Provide 1-week post-deployment support.
  • Properly listing the automation with details and no exaggerations
    

7. Conflict Resolution SLA

• Disputes must be reviewed by Autonoms AI within 5 business days.
  
• Both parties are notified of the decision in-app + via email.
  
• Escrow is released within 24 hours of resolution.
  

8. Transparency & Accountability

• Conflict outcomes are logged in seller/buyer profiles.
  
• Repeated disputes may result in:
  
  • Seller suspension (for repeated failures).
    
  • Buyer warnings (for abuse of dispute system).
    

9. Example Case Scenarios

• Case 1: Buyer refuses release despite working automation → Funds released to seller (DoD met).
  
• Case 2: Seller fails to deliver within the expected time→ Refund issued to buyer.
  
• Case 3: Buyer requests custom feature outside scope → Buyer must create new milestone contract. Original escrow released if DoD met.

✅ Summary:
Conflicts are resolved through a structured, evidence-based process. Escrow, DoD, and transparent documentation are the backbone of trust in Autonoms AI.