Escrow Engine v2 deploys evidence-weighted scoring that analyzes dispute claims, attached proofs and user history to auto-resolve 92% of cases. Average resolution dropped from 72 hours to 18 hours with dramatically reduced admin intervention.
The new system uses tiered escalation (auto-resolve → appeal → admin) and continuous scoring retraining to handle increased dispute volume without scaling support headcount.
Impact Snapshot
Resolution Before vs After
92% of disputes now auto-resolve within 18 hours. Remaining 8% enter 24h appeal window before admin escalation (2% of total volume).
Scoring System Changes
Evidence Weighting
Screenshots, PGP messages and shipping proofs contribute 45% to decision score. Weak evidence triggers appeal requirement.
History Scoring
Vendor/buyer dispute patterns and bond status contribute 30%. Repeat offenders receive stricter auto-resolution thresholds.
Tiered Escalation
92% auto → 6% appeal (24h) → 2% admin. Failed appeals deduct 5% vendor bond automatically.
confidence = evidence(0.45) + history(0.30) + risk(0.25);
if (confidence > 0.92) {
auto_resolve();
} else if (confidence > 0.75) {
appeal_window(24h);
}
Current Resolution Stats
System retrains scoring weights weekly based on appeal outcomes. Edge cases (high-value, novel fraud) always escalate to human review.