Use casesServices

Consumer arbitration case response

Each consumer arbitration application needs the order, the invoice, the delivery, warranty, and call records, and your response has to reach the committee within the period its letter sets.

With the systemEach application read, its records gathered and dated, the response drafted with every source; the specialist signs.

Who decides
Legal or consumer-relations specialist

Consumer arbitration committee · electronic notification · 4 November 2026

Application petition · robot vacuum

I used my right of withdrawal through the app and sent the product back with the carrier they named. The seller refused my return, saying fourteen days had passed, and has not refunded my money.

→ notice on day 11, inside the period · records back the consumer

Illustrative The document as it arrives. In red, what the system marks for your expert.

1. The work

Today

  1. ReadThe committee's letter arrives by electronic notification with the consumer's petition and attachments; a consumer-relations specialist reads what the consumer asks for and the period the letter gives for your information and documents.
  2. GatherThe specialist writes to the warehouse, logistics, after-sales service, and the call center for the order, the invoice, the delivery and return records, service reports, and call notes, and waits days for the answers.
  3. CheckDates are worked out by hand: when the item was delivered, whether the withdrawal notice came within fourteen days, whether a defect appeared within six months of delivery.
  4. WriteThe response is adapted from an old one; a statement the records do not back, or a record left out, is found only when the committee decides.
  5. DecideThe specialist decides whether to contest, accept, or settle and signs; the decision binds both sides, and what is not sent in time is decided on the file as it stands.

With the system

  1. ReadThe SLM reads the letter, the petition, and the attachments, scans and handwriting included, and returns the claim type, the request, the order or subscription number, the dates the consumer gives, and the deadline the letter sets.SLM
  2. GatherThe agent follows that claim type's fixed evidence list and pulls the order, the e-invoice, carrier tracking, the returns and service records, call notes, and earlier complaints, read-only, into one file.Agentic AI
  3. CheckYour written checks, run as code, date every step: delivery, the withdrawal notice, the return, the refund due date, the six months after delivery, and the days left before the committee's deadline.Your rule
  4. WriteThe SLM drafts the response in your format, every statement with the record it rests on; where the records back the consumer, it says so plainly and leaves any settlement to the specialist.SLM
  5. DecideThe legal or consumer-relations specialist checks the draft against the file, decides whether to contest, accept, or settle, as before, and signs and submits it.Person decides

What lands on the desk

The specialist opens one file: what the consumer claims, every record your systems hold on the order, and each date checked against the law's periods. Here the records back the consumer, and the draft says so, so the specialist can settle before the committee decides.

FIG. 1 · Evidence file and response draftIllustrative
Consumer arbitration committee · letter received 04.11.2026Robot vacuum: refund refused after return

SLM · what the application says

  • ClaimWithdrawal: the price not refunded after the returnpetition
  • RequestFull refund
  • DeadlineInformation and documents due in the period the letter setscommittee letter

Agent · your records

  • DeliveryDelivered to the consumercarrier tracking
  • NoticeWithdrawal notice sent through the appCRM
  • ReturnHanded to the return carrier named at checkoutcarrier tracking
  • WarehouseReturn refused as outside fourteen daysreturns record
  • CallsTwo calls asking about the refundcall notes

Code · dates

  • metNotice within fourteen days of deliveryDistance Contracts Reg. art. 9day 11
  • metItem sent back within fourteen days of the noticeart. 13day 10
  • not metRefund within fourteen days of handover to the carrierart. 12not made

SLM · response draft

The records back the consumer: the warehouse counted fourteen days from delivery to the return, not to the notice. The draft sets out the record; whether to settle before the decision is the specialist's.

  • SLM
  • Agent
  • Code

Why a person decidesWhether to contest, accept, or settle, and every word submitted to the committee, are the specialist's.

DecidesLegal or consumer-relations specialist

2. The system

For your technical team — skip it if you like.

How it works

In

  • The committee's letter
  • The consumer's petition
  • Attachments: receipts, photos, messages

  1. SLM · reasons

    Application reader

    Fine-tuned on your past applications; reads scans and handwriting

    Reads

    • Everything under In

    Out

    • Claim type and the consumer's request
    • Order or subscription number
    • The dates the consumer gives
    • The deadline the letter sets

  2. Agent · acts

    Evidence agent

    Router: one fixed evidence list per claim type; read-only

    Reads

    • The claim type and the order number

    Out

    • Order, e-invoice, and carrier tracking
    • Returns, warranty, and service records
    • Call notes and earlier complaints
    • Missing records listed

  3. Code · calculates

    Date checks

    Your written checks and the law's periods, run as code; no model

    Reads

    • Delivery, notice, return, refund dates
    • The deadline in the letter

    Out

    • Withdrawal within fourteen days of delivery
    • Defect within six months of delivery
    • Refund due date against the refund made
    • Days left before the deadline

  4. SLM · reasons

    Response writer

    The same SLM, in your response format and approved rule texts

    Reads

    • The file and the date checks
    • Your policies and approved rule texts

    Out

    • A response draft, each statement sourced
    • Where the records back the consumer
    • Points the records do not cover

  5. Decision

    Legal or consumer-relations specialist

    Reads

    • The draft and the file

    Out

    • Decides to contest, accept, or settle
    • Signs and submits the response
    • Any settlement offer is theirs
How the agent's work is arrangedRouter

Router

The reader already names the claim type, and each type has its own fixed list of records, so the agent only sends the application down that list.

How the models are trained and tested

Your expert writes the test first. A step the test does not need is skipped, and we say why.

Show the training steps

Small language model (SLM), reading scans

  1. Test set

    150–300 past applications with the responses your specialists signed and the committees' decisions, graded by your senior specialists before training: claim type, records cited, every statement checked against the record, format.

  2. Dataset

    Past petitions, letters, responses, and decisions; personal data masked in training copies where the test allows.

  3. Continued pre-training (CPT)If needed

    Only if the base model fails the test on consumer-law and retail vocabulary.

  4. Supervised fine-tuning (SFT)

    On reading petitions, scanned and handwritten ones included, and on your response format.

  5. Reinforcement learning (RL)Skipped

    Skipped: reading and writing in your format are taught by fine-tuning, and no further reward is needed.

  6. Retrieval

    Retrieval supplies the rule texts your legal owners approved and your return, warranty, and subscription terms; dates come from the code checks, never from the model.

  7. Monitoring

    Each committee decision is set beside the response; a misread claim or an unsourced statement joins the next test.

Where the agentic system stops

The legal or consumer-relations specialist decides whether to contest, accept, or settle, edits and signs the response, and submits it through the committee's channel.

Show its tools, limits, and record
Tools and access
Reads the order system, e-invoices, carrier tracking, returns and after-sales service records, and the CRM's call notes and complaints, read-only; writes only the evidence file.
May not
Submit anything to the committee, offer or promise a settlement or a refund, contact the consumer, change an order, a return, or a refund, or grant itself any access.
Who decides and the written limit
Legal or consumer-relations specialistThe legal or consumer-relations specialist decides whether to contest, accept, or settle, edits and signs the response, and submits it through the committee's channel. The system never submits, never offers a settlement or a refund, and never contacts the consumer.
Stops when
A record it cannot find, two records that disagree, a claim type outside its lists, or a deadline closer than your written margin: the file goes to the specialist, marked.
Record
Every record read and the system it came from, each date check and its rule version, the draft, the specialist's edits, and who signed and submitted.

How agentic systems stay inside limits

3. Value and conditions

Where the time goes, and what your institution will measure.

Where the value comes from

  1. Every response submitted inside the committee's period.
  2. Fewer statements the records do not back, and fewer records left out.
  3. Early settlement where the records back the consumer.

What your institution measures

  • Time from notification to submission
  • Responses submitted inside the period
  • Decisions against you, by claim type
  • Applications settled before the decision
  • Specialist hours per application
Published elsewhere
In 2025, consumer arbitration committees received 907,515 applications and decided 849,143 of them; the applications' total value was about 12.4 billion TL.

Republic of Türkiye Ministry of Trade, news release, 21 January 2026

Measured in the Decision Blueprint

Today's time from notification to submission and your decisions by claim type, from your application log, set the baseline; your institution sets the target.

Conditions

The rules, the data, and the known error, with its guard.

  • Below a value limit raised every year, the consumer must apply to the committee, and above it cannot (Law 6502 art. 68); decisions bind both sides, and either side may object at the consumer court within two weeks of notification, without stopping enforcement (art. 70).
  • The committee's chair asks the parties for information and documents and gives at most thirty days from notification, longer on request; what is not sent in time is decided on the file as it stands (Tüketici Hakem Heyetleri Yönetmeliği art. 13). The deadline is read from the letter on the day it arrives.
  • A defect that appears within six months of delivery is presumed to have existed at delivery, and the seller must prove otherwise (Law 6502 art. 10): the date checks say where the presumption falls, and the draft never argues against it without a record.
  • A legal rule in a response is the law's, not the model's: the model cites only the rule texts your legal owners approved, and petitions and records stay on your servers.

Start here

We take a quarter of applications with your consumer-relations team, time each from notification to submission, map where each record sits, and test the reader on your own scanned petitions before anything is built.

Who builds it Every engagement is led by an engineer who has built machine-learning models that real decisions run on since 2012, and language models and agentic systems in production since 2024. About eqlx

Request a Decision BlueprintWhat the Decision Blueprint covers

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  1. You send a short descriptionNo confidential records, credentials, or production data
  2. The engineer checks whether it fits, and what it would needA model, a small language model, an agent, or none
  3. A proposed first step, or an honest “not a fit”A technical conversation with the engineer
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https://eqlx.ai/use-cases/consumer-arbitration · Printed copy; the website is the current version.