Custom Agent
Custom Agent on Zenland is a custom-requested arbitrator assigned to an escrow contract in case of dispute escalation. These Agents often have knowledge and expertise in multiple industries and are respected members of their internet community.
They may not have previous experience in dispute arbitration, mediation, or escrow transactions, but display good reasoning and reputation online. Agents must apply and pass evaluations by the Zenland community before they can be assigned to any case.
If online users already know someone who could serve as a neutral arbitrator for their case, they can encourage them to inquire via the Zenland community to become Agents here. Once approved, the Agent can be assigned to a smart contract to help in case of disputes.
Custom Agents can be requested at the time of contract creation and before the escrow contract is approved by both sides. This is done by sharing the Agent's cryptocurrency wallet address in the contract form. If the person is already a Zenland Agent, they will be assigned to handle the case (if disputed). If not, the user can uncheck the box and simply create an escrow contract. If there is a dispute later and no specific request is made, Zenland will randomly assign an Agent to help.
Important!
All Zenland arbitrators get access to disputed contracts only when invited by either the buyer or the seller. This condition is written into a smart contract code. Arbitration requests are timestamped and verified on the blockchain.
This ensures Zenland's mission to serve non-custodial smart contracts where the third party must be invited before any access to the contract and escrow funds is allowed. At the time, the Agent's decision is final and cannot be appealed. Thus, the parties should only invite a third party if the dispute cannot be mutually solved/negotiated.
Agents get a commission ranging from 1% to 3% of the escrow amount in the disputed contract. The remaining amount goes to one of the parties, either the buyer or the seller. If both parties have evidence supporting their claims, the Agent may split the amount between the two (after commission).
Agents decide their fees based on their assessment of time and effort using a matrix.
Below is the table explaining how the key combinations correspond to the Agent's commission range.
| Self assessment key combination | Description | Eligible commission to set |
|---|---|---|
AA | Less than 24 hours are spent on case resolution; no specialized knowledge/research has been required and/or an arbitrator did not contact both parties for clarification/resolution. | 1% |
AB | 24 - 96 hours are spent on case resolution; no specialized knowledge/research has been required and/or an arbitrator did not contact both parties for clarification/resolution. | 1% |
BB | 24 hours - 96 hours are spent on case resolution; some specialized knowledge/research has been required and/or an arbitrator has contacted both parties for clarification/resolution. | 2% |
AC | Less than 24 hours are spent on case resolution; some specialized knowledge/research has been required and an arbitrator has contacted both parties for clarification/resolution. | 2% |
BC | 24 - 96 hours are spent on case resolution; some specialized knowledge/research has been required and an arbitrator has contacted both parties for clarification/resolution. | 2% |
CC | Over 96 hours are spent on case resolution; some specialized knowledge/research has been required and an arbitrator has contacted both parties for clarification/resolution. | 3% |
However, dispute participants can leave reviews or report misconduct to Zenland via the in-app chat support or the official Telegram @zenland_support. The decision will be evaluated, and if correct, applicable actions will be taken against the Agent to prevent future abuse of authority.
To ensure a fair outcome, all Zenland arbitrators follow ethical guidelines outlined in the Welcome Book for new Agents sent to each Agent upon application approval. They take part in community audits and must demonstrate good judgment and ethics to remain "Agents of change" for a fair and safe direct P2P trade system that Zenland is building.
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