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process built on frustration\n\nWhen a dealer wins a vehicle at auction, they're buying based on the condition disclosure — the report documenting the vehicle's state before the sale. Sometimes what arrives doesn't match what was disclosed. When that happens, dealers file an arbitration case to flag the discrepancy and start a resolution process with ACV's internal arbitration team.\n\nWhen I took this on, arbitration lived inside the won-vehicle detail page as a \"Report an Issue\" flow that opened into an empty text box. Dealers typed a description, or called ACV's arbitration line directly. 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Dealers arrived already frustrated — discovering a problem with a vehicle they'd already paid for — and the open text box gave that frustration nowhere to go but into the submission itself: cases written in all caps, or dealers skipping the form to call in upset. Because issues were described in free text, there was no direct link between what a dealer reported and what the condition report actually said — the arbitration team had to manually cross-check section by section before a case could even begin moving. And without a way to attach evidence upfront, cases turned into a slow back-and-forth of requesting photos and documents, one round-trip at a time. 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Dealers arrived already frustrated — discovering a problem with a vehicle they'd already paid for — and the open text box gave that frustration nowhere to go but into the submission itself: cases written in all caps, or dealers skipping the form to call in upset. Because issues were described in free text, there was no direct link between what a dealer reported and what the condition report actually said — the arbitration team had to manually cross-check section by section before a case could even begin moving. And without a way to attach evidence upfront, cases turned into a slow back-and-forth of requesting photos and documents, one round-trip at a time. 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