Please make sure to review the information below before requesting dispute resolution to ensure that the process proceeds smoothly.

■ What is dispute resolution?

When a commission is unable to proceed smoothly, CREPE may, at the request of the artist or client, review materials submitted by both parties and their activity records on CREPE to determine responsibility and the appropriate refund ratio (Article 33 of the Terms of Service).

✅ Dispute resolution is only available for commissions that are in progress.

Once a commission is completed, payment is released to the artist, and CREPE can no longer assist with refunds or payment adjustments. A commission is completed when the client confirms the final product and completes the commission, or automatically upon expiration of the specified period. If there is an issue with the product, please contact the Help Center before clicking the complete button.

✅ Please attempt to reach an agreement with the other party first.

You may request dispute resolution if you have attempted to resolve the issue through mutual discussion but were unable to reach an agreement. If you request to start the process without attempting to discuss the matter with the other party, CREPE may not proceed with the process. If the issue can be resolved through mutual discussion, please review our guide on [Cancelling a Commission and Requesting a Refund].

■ Cases Where Dispute Resolution Can Be Initiated

CREPE may initiate dispute resolution upon request if a commission cannot proceed smoothly for the following reasons:

1. The artist is suspected of having no intention of proceeding with the commission, such as failing to respond to the client's inquiries for at least 50% of the total contract period.
2. The client is suspected of having no intention of proceeding with the commission, such as failing to respond to the artist's inquiries for at least 50% of the total contract period.
3. The delivered product is blank, cannot be opened, or otherwise cannot reasonably be considered the product agreed upon under the commission contract.
4. The delivered product is suspected of violating applicable laws, such as being suspected of plagiarizing another person's copyrighted work.
5. The artist or client is suspected of violating the Terms of Service or applicable laws.

※ The 50% threshold is calculated based on the total contract period. For example, for a commission with a 30-day contract period, this applies when the artist or client has failed to respond for 15 days or more. For a commission with a 10-day contract period, it applies when they have failed to respond for 5 days or more.

■ Cases Where Dispute Resolution Cannot Be Initiated

CREPE may refuse to initiate dispute resolution in the following cases:

1. The commission has already been completed.
2. The delivered product does not meet the client's expectations based solely on subjective judgment.
3. The request is submitted without first attempting to resolve the issue through discussion with the other party.
4. The request is based on the other party's communication manner or attitude, rather than a violation of the Community Guidelines.
5. The transaction was not made through CREPE's payment system.
6. The request is submitted by a third party who is not a direct party in the transaction.
7. No supporting evidence is submitted to substantiate the claims made in the request.

■ Matters Outside the Scope of Dispute Resolution

Dispute resolution only covers the payment made for the commission. Please note that requests unrelated to payment are outside the scope of the dispute resolution process, including:

1. Requesting an amount exceeding the original payment or additional compensation.
2. Requesting an apology from the other party.
3. Requesting an investigation or supervision of the other party, or improvements to their business practices.
4. Requesting that a review be written or that the content of a review be modified.

Requests that cannot be resolved through an adjustment to the commission payment are also outside the scope of dispute resolution. Please also note that partial refunds based on a refund ratio can only be provided in CREPE Points. Partial refunds to the original payment method are not supported.

■ Supporting Evidence

• Once the dispute resolution process begins, CREPE will request both parties to submit evidence supporting their respective positions. Please attach the evidence as image files when contacting the Help Center.
• Supporting evidence must clearly demonstrate the other party's responsibility for the issue. Examples include the agreed-upon commission terms, records showing how the work differed from those terms, message history confirming that agreed-upon obligations were not fulfilled, and the delivered product.
• To resolve disputes, CREPE may access and review activity records such as messages exchanged through the service and delivered product. Materials from external messengers or other communication channels may also be submitted and reviewed; however, CREPE will give priority to the objectivity of activity records maintained on CREPE when making its decision.
• Please clearly identify the specific issues in your submission. If it is not clear which aspects differ from what was agreed upon and only a general explanation is provided, the supporting evidence may be rejected.

• The user is responsible for any disadvantages resulting from becoming unreachable or failing to submit evidence. If evidence is not submitted, or if insufficient evidence is not supplemented after being rejected, the request for dispute resolution will be denied.

   

■ Process and Notification of Results

• Once a dispute resolution process begins, CREPE will notify both the artist and client using the contact information they have provided.
• CREPE will review the submitted evidence and activity records to determine responsibility, the appropriate refund ratio, and other relevant matters, and will notify both parties of the result.
• A decision is generally made within four weeks, but the process may take longer if the case is particularly complex.

■ Important Notes

• CREPE's decision made via dispute resolution is final and binding within the service. However, this does not restrict a user's right to seek legal remedies. Even after the dispute resolution process has ended, users may independently pursue other remedies through the appropriate institutions.
• Once a commission has been completed, neither a request for dispute resolution nor a refund is possible.
• Please report violations of CREPE's operating policies through the Report function rather than through a dispute resolution request.