SplitStash

Conflict Management

Dispute Resolution Guide

Last Updated: June 19, 2026

Accountability is the core value of Split Stash. Here is our structured, step-by-step process for reporting credentials issues, managing host responses, and resolving subscription conflicts fairly.

1. What Qualifies as a Dispute

Disputes are structural issues that disrupt a member's access or compromise a host's account security. Below are the standard, classified conflict categories recognized on Split Stash:

Standard Dispute Categories:

  • Invalid Credentials: The passwords or usernames provided do not allow logging in (e.g. wrong account credentials).
  • Host Non-Response: The host activates the seat but fails to provide access instructions or invite links within the designate window.
  • Access Disruption: Mid-cycle password changes without updating details on the platform, or early account suspension by the provider due to billing defaults.
  • Member Misconduct & Abuse: A member logging in with multiple devices simultaneously, resetting global profile settings, or leaking password credentials.

2. How to File a Dispute

If you experience an access issue, you must file a dispute using the platform dashboard. Filing a dispute initiates our structured resolution flow:

Resolution Process:

1. Member clicks “File Access Dispute” on the active seat record.

2. The escrow timer freezes immediately, keeping the monthly payment locked.

3. The system opens a dedicated support thread and issues an alert to the Host.

4. The Host is granted exactly 24 hours (Host Response SLA) to update credentials or resolve the access issue.

5. If the Host resolves the issue, the member tests access and can close the ticket. If unresolved, the ticket escalates to an admin.

3. Administrator Investigation (MVP Stage)

Because split-sharing requires high accuracy, all disputes are reviewed manually by a platform administrator during the MVP stage.

The administrator will examine:

  • Messages, credential exchanges, and timestamp records inside the structured support thread.
  • Payment details and reference match logs.
  • Provider logs, where relevant, to check device activity and profile limits.

No external WhatsApp logs, call histories, or informal text screenshots are accepted as valid evidence. Only logs generated directly inside Split Stash are used to maintain objectivity and secure transactions.

4. Possible Outcomes & Resolutions

Once the review is completed, the administrator will apply one or more of the following resolutions based on findings:

  • Escrow Refund:If a host fails the response SLA or fails to deliver valid credentials, the payment is fully returned to the member's balance.
  • Fulfillment Warning: First-time host failure to maintain access results in a warning and a deduction to their Trust Score.
  • Account Suspension: Repeat offenses or falling below a Trust Score of 3.0 triggers a manual review and potential account suspension of up to 30 days.
  • Permanent Platform Ban: Engaging in credential resale, credit card fraud, duplicate accounts, or deliberate account vandalism results in a permanent CNIC-level platform ban.

5. Communication Standards

All interactions between hosts and members must be conducted inside our structured communication threads. Sharing external telephone numbers, bank details, or social handles is strongly discouraged to prevent off-platform harassment. Profanity or abusive behavior inside threads is a direct violation of our code of conduct and will result in immediate seat revocation with zero refund.