Design Service: Dispute and Fraud Control Plan

I. Document Overview

  1. Purpose: This plan outlines our measures for preventing transaction disputes and controlling fraud risks in game outsourcing design services for the European and American markets, safeguarding client rights while complying with relevant laws and platform review requirements.
  2. Scope: Applies to all outsourcing design service collaborations with clients in Europe and America (including individuals, companies, and studios), covering all service types and the entire cooperation process.
  3. Effective Date: [November 1, 2025]. Updates will be announced on our website’s “Terms of Service” section 7 business days in advance.

II. Client Identity Verification Process
To ensure legitimate cooperation and prevent risks like fake orders, all clients must complete verification before their first order (following EU GDPR standards, collecting only necessary information stored encrypted on ISO 27001 certified servers):

  1. Basic Identity Verification (all clients):
  • Registration: Valid email (verified via code/link), country/region, and phone number (SMS verified, used only for verification).
  • Ordering: Personal clients must provide full name (matching payment account); business clients must provide full legal name (matching business license).
  1. Additional Business Client Verification:
  • Required documents: Scanned business license and order authorization document if the orderer is not the legal representative.
  • Documents are deleted within 7 working days after verification; verification records are archived.
  1. Enhanced Verification for High-Risk Orders:
  • Triggers: Single project quote ≥$5000; cumulative orders ≥$10000 within 30 days; multiple accounts from same IP; payment account location differs from registration region.
  • Method: Video call via Zoom to verify identity documents and payment account information against registration details.

III. Project Communication and Delivery Traceability
To avoid disputes from verbal agreements, we use a “dedicated collaboration space + written records” for full traceability:

  1. Communication Records:
  • Channels limited to our “dedicated collaboration space” or designated compliant tools.
  • Records (chats, file transfers, video call recordings with consent) are automatically saved for 2 years, then encrypted archives (5 years total).
  • Clients can view, search, and export records via their account.
  1. Progress and Delivery Records:
  • Progress Confirmation: “Project Requirements Confirmation Letter” post-requirements; weekly progress reports requiring feedback within 3 business days.
  • Delivery Confirmation: “Delivery List,” “Delivery Confirmation Certificate,” and watermark-free final files (via encrypted link post-final payment). Clients must e-sign the confirmation certificate within 3 business days.
  1. Financial Records:
  • Payments via compliant platforms only; no private transfers/cash.
  • Automatic “Payment Receipt” generation post-payment, accessible via client account.
  • Fee adjustments require a signed “Fee Adjustment Confirmation Letter.”

IV. Internal Complaint Handling Process
We have a dedicated complaint channel with specialists experienced in handling European and American market disputes:

  1. Complaint Initiation:
  • Via website account or dedicated email with required details (project ID, dispute type, description, evidence).
  1. Complaint Response & Assignment:
  • Specialist contacts client within 24 hours to confirm details and provide a resolution timeline (typically 3-5 business days for initial solution).
  • Specialist assigned based on dispute type; their information is shared with the client.
  1. Dispute Investigation & Solution Formulation:
  • Evidence collection, including third-party quality assessment by senior designers if needed.
  • Responsibility assigned based on written agreements and evidence.
  • Solution provided within 48 hours of responsibility assignment, compliant with relevant regulations and agreements.
  1. Solution Execution & Escalation:
  • Specialist monitors execution (e.g., refund within 3 business days, remake with clear timeline).
  • If client disagrees with initial solution: internal secondary assessment within 5 business days. If still unresolved, assistance with third-party arbitration (e.g., BBB, EU ODR platform).
  1. Record Archiving:
  • All materials encrypted in “Complaint Archive” for 3 years, used only for reference and not disclosed to third parties (unless legally required).

V. Fraud Prevention & Control
Multi-dimensional prevention for common fraud types like payment fraud, deliverable misuse, and false disputes:

  1. Payment Fraud Prevention & Interception:
  • Real-time risk monitoring for anomalies (e.g., poor payment account history, IP/region mismatch, multiple failed payments).
  • Interception and requirement for additional verification (payment account ownership proof) before proceeding.
  • Chargeback handling: evidence submission to payment platform; potential legal action and blacklisting for malicious chargebacks.
  1. Deliverable Misuse Prevention & Control:
  • Watermarked previews (project ID, client name, company logo) covering core areas.
  • File access control: watermark-free files only via encrypted link (7-day validity, IP-restricted download) after final payment.
  • Misuse handling: “Infringement Notice” demanding removal and compensation (1-3x project fee); legal action via IP protection agencies if non-compliant.
  1. Internal Risk Review & Early Warning:
  • Monthly risk review (by 5th of each month) focusing on anomalies (e.g., frequent changes without confirmation, deliberate delays, bypassing payment, frequent unsubstantiated complaints).
  • Risk level-based handling: enhanced communication for low risk; specialist and supplemental agreement for medium risk; project suspension and “Risk Notification” for high risk (termination if unresolved within 3 business days).

VI. Compliance Commitment & Document Access

  1. Compliance Commitment: All measures strictly follow relevant European and American laws and regulations.
  2. Document Updates: This plan is updated periodically based on legal/market changes and client feedback. Updated versions are announced on our website and effective after 7 business days. The latest version is always accessible.