On most apps a dispute is a silent algorithm that usually punishes the seller. On Anew it's a court: every case is heard, an AI reads the whole file, and a human always signs off the verdict — with reasons, and a right to appeal.
Across the big resale apps, the same complaints repeat: refunds granted while the buyer keeps the item, valid delivery proof ignored, weeks of silence, and verdicts that feel like a coin-flip. When people can't trust how disputes are settled, good sellers leave — and the marketplace rots. We decided to do the opposite.
Report a problem on any order. Your money stays safely in escrow while both sides share their account and evidence.
An AI reads the entire file — the listing, the messages, the delivery and handover facts, the photos — and weighs it against our published rules and how similar past cases were decided.
The AI only ever recommends. A person at Anew reviews that recommendation and decides — then both sides get a plain-language verdict explaining exactly why.
Disagree? Appeal once and a human re-reviews the case from scratch — never the algorithm again.
We use AI for what it's good at — reading a thick case file quickly and consistently — and we keep a person for what only a person should do: deciding something that affects your money. That isn't a limitation we tolerate; it's a promise we designed for. It's also the law: under EU rules, a decision that affects you this much can't be left to a machine alone. So on Anew, it never is.
No. The AI reads the case and writes a recommendation with its reasons. A person at Anew reviews it and makes the actual decision. The AI never rules on its own where your money is concerned.
Because the AI does the heavy reading first, most cases are ready to decide in hours, not weeks. Straightforward, low-value cases can be settled quickly; anything high-value, unclear, or flagged always gets careful human attention.
Symmetrically. Valid delivery or handover proof counts in the seller's favour, and a buyer keeping the item and getting a refund is never a default outcome. We track seller fairness as its own measure — not an afterthought.
Always. Every verdict comes with a plain-language explanation of the reasons and the evidence it rested on — in your language.
You can appeal once, within the appeal window. An appeal is re-reviewed by a person from the start — it never goes back to the automated path. You can also turn to a national consumer dispute body.
It stays in escrow — held safely, not paid to anyone — until the case is resolved. The verdict then releases, refunds, or holds the funds accordingly.
The AI weighs each case against how similar past cases were decided, so like cases are treated alike — one of the things people most distrust about other platforms.
A fair hearing, an explained verdict, and a human who signs off. That's how a marketplace should treat you.
Get started — it's free