Incident reporting
Use this page when a buyer, Curator, or Guild member needs help choosing the correct path for a listing-risk issue, payout concern, dispute, or security weakness. The aim is to keep reports governed, searchable, and proportionate to the actual risk.
Choose a path
Qlutterbox should not force customers into one generic inbox. Each route below maps to the workflow most likely to produce a useful first response.
Trust Ops desk
Use this when a buyer, Curator, or Guild member needs manual review for an active order, dispute, payout, or listing-risk case.
Security reporting
Use this for impersonation vectors, credential exposure, platform bugs, or technical weaknesses that could harm customers or operators.
Operational state
Check live platform, payout, and Trust Ops health first when the issue may already be tracked as an active incident.
Closed-case guidance
Review recent public notes before filing a duplicate report. The issue may already have a published resolution or workaround.
What to include
Related routes
Trust Notes
See whether the incident already has a published note, workaround, or closure summary.
Policy centre
Review the release, inspection, dispute, and privacy rules that govern case handling.
Responsible disclosure
Use the security route for confidential technical weaknesses instead of the standard Trust Ops desk.
Service windows
These windows are the public expectation for how Trust Ops should triage, acknowledge, investigate, and close the case once it lands in the correct queue.
T+30 min
Initial triage
Trust Ops reviews active fraud, protected payment, or listing-risk reports and confirms the first routing path.
T+24h
Acknowledgement
Reporters receive a first response, evidence checklist, and the next action expected from the operations desk.
14 working days
Investigation window
Disputes, fraud reviews, and linked-referral incidents should reach a documented outcome inside the published review window.
T+48h
Post-resolution action
Once a case closes, release, reimbursement routing, or disclosure follow-up should move within the next 48 hours.