Conflict Resolution
Chapter 7 — How to handle player disputes, scams, harassment reports, and heated situations.
Most of your job will not be bans — it will be defusing arguments, sorting out he-said-she-said trade disputes, and handling harassment reports with care. How you handle these moments shapes whether players trust the staff team.
Player Disputes
- Separate the parties into a DM or private channel rather than resolving it in public chat.
- Hear both sides fully before forming an opinion. Do not let whoever spoke to you first control the narrative.
- Ask for evidence from both sides — chat logs, trade history, screenshots — rather than relying on who sounds more convincing.
- Make a decision based on the rules and evidence, explain your reasoning to both parties, and close the conversation. Do not let it drag on indefinitely.
Scams
Economy scams are common on an economy SMP. Ask for proof of the agreed trade terms (chat logs, Discord messages) before acting. If a scam is confirmed, apply the punishment scale (Chapter 5) and pursue restitution where the item or currency can reasonably be recovered or replaced by the offender.
Harassment Reports
Take every harassment report seriously, even if it seems minor at first glance. Get the full context privately, check chat logs, and act according to the rules — but also be a calm, supportive presence for the person reporting it. They came to you because they trusted you to take it seriously.
General Principles
- Never argue in public. If a player is escalating in open chat, move the conversation to DMs immediately.
- Stay calm even when they are not. Your tone should never mirror an angry player's tone back at them.
- You do not have to win the argument. Your job is to apply the rules fairly, not to prove a point.
- If you feel yourself getting frustrated, hand it off. Ask another staff member to take over rather than responding while heated.
Quick Review — Q&A
Q: Where should a dispute between two players be handled?
A: Privately, in DMs or a private channel — never resolved out in public chat.
Q: What should you gather from both sides before making a decision in a dispute?
A: Evidence from each side — chat logs, trade history, screenshots — rather than deciding based on who sounds more convincing.
Q: What should you do if you feel yourself getting frustrated during a conflict?
A: Hand it off to another staff member rather than continue responding while heated.
Q: How seriously should a harassment report be treated, even if it seems minor?
A: Every report should be taken seriously and given full, private attention — the player came to you because they trusted you to handle it properly.