Dispute Resolution
We're here to help when things don't go as planned. Here's exactly what happens and how we protect both customers and mechanics.
How to Open a Dispute
Try resolving it directly first
Message the other party through Informal Auto's messaging system. Most issues — missed timing, unclear scope, minor dissatisfaction — are resolved in one conversation. Keep all communication on-platform so there's a record.
Open your Order page
Go to My Orders, find the order in question, and click "Report an Issue". Describe what went wrong with as much detail as possible. Attach photos or documents if relevant.
We reach out within 24 hours
Our team contacts both parties to acknowledge the dispute and remind each side of the communication tools available. We do not investigate, evaluate evidence, or issue decisions. Payments remain on hold with Stripe during this time.
Parties work toward resolution
Both parties are encouraged to communicate through the platform, share evidence, and reach a mutual agreement. If no agreement is reached, the matter must be handled through Stripe's dispute process or legal channels. In rare cases, Informal Auto may offer a goodwill gesture at its sole discretion — this is not a guarantee.
Timeline
Dispute opened
Payment is held and neither party can withdraw funds. Both parties receive an email notification.
Both parties contacted
We reach out via email asking each side to submit their account of what happened, along with any supporting photos or messages.
Informal Auto contacts both parties
We reach out to acknowledge the dispute and direct both parties to use the platform's communication tools. Resolution timeline varies depending on how quickly the parties engage.
Outcome reached by parties
Parties reach a mutual agreement through communication, or the matter proceeds to Stripe's chargeback process or legal resolution. Informal Auto does not issue binding decisions or control fund release.
How Disputes Can Be Resolved
Informal Auto does not determine fault or decide payment outcomes. The following paths are how disputes are typically resolved.
Mutual agreement
Both parties communicate through the platform, agree on an outcome (full payment, partial refund, redo of work, etc.), and the customer confirms or cancels accordingly.
Goodwill gesture
In rare cases, Informal Auto may offer a goodwill credit or compensation at its sole discretion. This is not a guarantee and does not constitute a decision on fault.
Stripe chargeback
If no agreement is reached, customers may pursue a chargeback through their bank or card issuer. Stripe handles all chargeback processes independently.
Legal resolution
Either party may pursue the matter through small claims court or other legal channels. Informal Auto may be required to provide platform records pursuant to a valid legal order.
Tips to Protect Yourself
- Keep all communication on-platform. Messages sent outside Informal Auto cannot be used as evidence.
- Take photos before and after any service. For vehicle sales, document the condition at handoff.
- Read the listing description carefully before purchasing. Scope of work is defined by what was listed.
- Leave an honest review after every completed job — this helps the community make better decisions.
- Report issues promptly. Disputes opened more than 30 days after job completion may be limited in scope.
For urgent issues, account problems, or disputes involving safety concerns, reach out to our support team. We aim to respond within 24 hours.
Email Support