When to File a Dispute
You may file a dispute if:
- You have evidence that an item we verified as "Authentic" is counterfeit
- You believe factual errors exist in your Digital Passport
- A third-party expert has provided a contradicting assessment
The Resolution Process
Step 1: Submit Your Claim
Email disputes@doauthentication.com with your Certificate ID, a detailed description of the issue, and any supporting evidence (photos, third-party assessments, receipts).
Step 2: Initial Review (24-48 Hours)
Our Disputes Team will acknowledge your claim and conduct an initial review. If additional information is needed, we will contact you within 48 hours.
Step 3: Secondary Expert Panel
Your item will be re-evaluated by a fresh panel of Senior Authenticators who did not participate in the original verification. This blind review ensures objectivity.
Step 4: Resolution (5-7 Business Days)
You will receive a formal written decision. If the dispute is upheld, we will:
- Issue a corrected Digital Passport
- Refund the original authentication fee
- If applicable, initiate our Financial Guarantee claim process
The Financial Guarantee
If we incorrectly verified an item as authentic and you suffered financial loss as a result, you may be eligible for compensation up to $10,000. See our Financial Guarantee page for full terms.
Contact
Email: disputes@doauthentication.com
Response Time: Within 48 hours
Resolution Target: 5-7 business days