Disputes

A dispute asks our operations team to decide what happens to an order’s escrow when the two sides cannot agree.

Try these first

• Talk in the order thread. Many problems are a misunderstanding about the brief.
• Request changes, if revision rounds are left.
• Propose a mutual cancellation. Either side can propose ending the order with a specific amount for the creator. If the other side accepts, escrow is settled with that amount and the order is cancelled.

Opening a dispute

Open the order and choose Open dispute. You can do this from any active stage after hiring and before payout. Include:

• A short reason (up to 300 characters).
• Details (up to 4,000 characters): what was agreed, what happened, and what outcome you are asking for.
• Up to 5 evidence files (PNG, JPG, WEBP or PDF, 10 MB each).

Each order can have only one dispute. Once a dispute is open, the escrow is frozen and the order’s timers stop.

During the dispute

Both sides and the operator share one dispute thread. Add messages and files there. The operator can see the order timeline, every draft version, the order messages and the payment summary.

Outcomes

The operator decides one of:

• Release: the full fee goes to the creator (minus commission).
• Refund: the full amount returns to the brand, including any service fee.
• Split: a set amount goes to the creator, and the rest is refunded.

The decision and its reasoning are posted in the thread, and both sides get an email.

Limits

• A dispute cannot be opened after the payout has been released.
• Gifted orders have no escrow, so a dispute can only change the order status.