How Disputes Work
Understanding the dispute resolution process for job payments
What is a Dispute?
A dispute is a formal process that allows either party (creator or freelancer) to raise concerns about a job's completion before payment is released. When a dispute is raised, the escrowed funds are temporarily held while the issue is resolved.
Disputes protect both parties by ensuring fair outcomes when there's a disagreement about deliverables, quality, or contract terms.
The Dispute Timeline
Dispute Raised
Either party submits a dispute with a detailed explanation of the issue. The escrowed funds are frozen.
5-Day Response Window
The other party has 5 days to respond with their side of the story. This is your chance to provide context, evidence, or propose a resolution.
Admin Review
After the response period, or if both parties have submitted their statements, the dispute is escalated to our admin team for review.
Resolution
Our team reviews all evidence and makes a fair decision. Both parties are notified of the outcome.
Possible Outcomes
Release to Freelancer
Full payment released to freelancer if work meets contract requirements.
Refund to Creator
Full refund to creator if work was not delivered or significantly deviated from contract.
Split Payment
Payment divided between both parties based on work completed.
Tips for a Smooth Resolution
- Document everything - Keep records of all communications, deliverables, and agreements.
- Be specific - When raising a dispute, clearly explain what was expected vs. what was delivered.
- Respond promptly - Don't miss the 5-day response window. No response may be seen as acceptance.
- Stay professional - Focus on facts and contract terms rather than emotions.
- Consider direct resolution - Sometimes a quick message can resolve issues before escalation.
Still Have Questions?
Our support team is here to help you understand the process or assist with ongoing disputes.