Please read the SR wiki on how resolutions are decided, links are in the FAQ sticky at the top of this board. But basically when you take an order into resolution 5 days is automatically added to the resolution period, orders will however never auto finalize once in resolution. So you propose the resolution you want and why, then the vendor can either accept your proposal or male counter proposals that you can either accept or reject. If you haven't come to an agreement with the vendor by the time the resolution period has expired and SR admin will asess your case and make an adjudication on the matter.