How are disputes and refunds decided?
A retailer files a claim. The system gathers the delivery logs, GPS history, and proof-of-delivery photograph, then a human reviews it. The outcome is a full refund, a partial refund, or a rejected claim.
In more detail
The evidence is assembled before anyone looks at it, so the review is a decision rather than an investigation. Nobody is asked to remember what happened three hours ago on a Friday.
A human decides. Automating the outcome would be faster and would be wrong: the cases that reach a dispute are the ones where something unusual happened, which is exactly what an automated rule handles badly.
Once territories are granted, the human is the franchise operator for your region, and their decision closes the claim as far as the platform is concerned. There is no second review above them. It does not touch any statutory right you have to bring a claim, and the terms say so.