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Legal document

Dispute Policy

How a dispute between buyer and seller is opened, handled and resolved, integrating the DSA, the EU ADR/ODR directive and FTC consumer redress.

Updated: 2026-06-01

⚠️ Informational template. This document is a preliminary version pending review by counsel in each applicable jurisdiction (US + EU/Spain). It does not constitute binding legal advice.

Data controller and service operator:

1. Legal framework

  • Regulation (EU) 2022/2065 (DSA) — internal complaint handling for online platforms (arts. 20-21).
  • Directive 2013/11/EU (ADR) and Regulation (EU) 524/2013 (ODR).
  • RDL 1/2007 (LGDCU) — Spain.
  • FTC Act § 5 and state consumer protection laws.

2. When to open a dispute

  • Item not received.
  • Item Significantly Not As Described (SNAD).
  • Shipping damage.
  • Suspected counterfeit or undisclosed reproduction.
  • Any other contractual breach.

3. Time limit

5 calendar days from registered delivery or from the estimated delivery date for "not received". Per Directive 2011/83/EU, deadlines do not shorten applicable statutory rights.

4. Required evidence

  • Mode A (direct shipping): continuous packing video by the seller and unboxing video by the buyer. Without both, a dispute cannot be opened except for "not received".
  • Mode B (GSG custody): verification report and traceability videos provided by GSG.

5. Automatic escrow lock

Opening a dispute automatically locks the release of payment. This rule admits no exception.

6. Handling

  • Internal chat visible to both parties.
  • Submission of visual and documentary evidence.
  • AI-generated summary and translation (non-binding).
  • Response deadline per party: 72 hours.

7. Resolution and notice

Support and, where appropriate, the Dispute Committee resolve with one of:

  • Release to seller.
  • Full refund to buyer.
  • Partial refund.
  • Reshipment after correction.

Per DSA art. 17, notice includes clear reasoning and information on appeal mechanisms.

8. Alternative dispute resolution

For users in the European Union

If you disagree with the internal decision, you may use the EU ODR platform (https://ec.europa.eu/consumers/odr) or a recognized ADR entity in your country.

For users in Spain

Consumer Arbitration Boards and the Directorate-General for Consumer Affairs offer additional administrative routes. This platform is not formally adhered to a specific arbitration system at this preliminary version [pending legal decision].

For users in the US

You may file complaints with the Federal Trade Commission (reportfraud.ftc.gov), your state attorney general, or the Better Business Bureau (BBB). The arbitration clauses in the Terms govern escalation to an external forum, to the extent enforceable.

9. Case export

Either party can request a PDF export of the case at any time.

10. Limits

GSG does not act as arbitrator or judge. The resolution is binding for in-platform fund release but does not preclude subsequent judicial or administrative action.

11. Governing law and jurisdiction

As provided in the Terms and Conditions. EU/Spanish consumers' mandatory rights prevail.

12. Contact

legal@goldsilverglobal.net and in-dispute support. Last updated: 2026-06-01.