Fair Resolution for Everyone
Sometimes projects don't go as planned. Our dispute resolution system ensures fair outcomes for both buyers and sellers through a structured, impartial process.
When to Open a Dispute
Consider opening a dispute if:
- Work delivered doesn't match the service description
- Seller is unresponsive for more than 48 hours
- Buyer requests exceed the original scope without additional payment
- Quality of work is significantly below expectations
- Deadlines are repeatedly missed without communication
- Either party violates platform terms of service
The Dispute Resolution Process
Step 1: Direct Communication (0-48 hours)
Try to resolve the issue directly with the other party through our messaging system. Most disputes are resolved at this stage.
Step 2: Open a Dispute (48-72 hours)
If direct communication fails, formally open a dispute. Provide detailed information, evidence, and your desired resolution.
Step 3: Evidence Submission (72-120 hours)
Both parties submit evidence including messages, files, screenshots, and any relevant documentation.
Step 4: Mediation (120-168 hours)
Our dispute resolution specialist reviews the case and may request additional information or propose solutions.
Step 5: Final Decision (Within 7 days)
A binding decision is made based on evidence and platform policies. Funds are distributed accordingly.
Tips for Avoiding Disputes
For Sellers:
- Provide clear, detailed service descriptions
- Set realistic delivery timeframes
- Communicate progress regularly
- Clarify requirements before starting
- Deliver on or before deadlines
For Buyers:
- Provide complete project requirements upfront
- Respond to seller questions promptly
- Review portfolios and ratings carefully
- Be clear about expectations and deadlines
- Provide constructive feedback
Resolution Outcomes
Possible dispute resolutions include:
- Full Refund: Buyer receives 100% refund
- Partial Refund: Agreed percentage returned to buyer
- Order Completion: Seller completes work to satisfaction
- Mutual Cancellation: Order cancelled with agreed terms
- Platform Intervention: Decision based on terms violation
Appeal Process
If you disagree with a dispute decision, you may appeal within 72 hours by:
- Providing new evidence not previously submitted
- Demonstrating procedural errors in the original decision
- Showing violation of platform policies in the resolution
Appeals are reviewed by senior specialists and decisions are final.
Contact Dispute Resolution Team
For dispute-related inquiries:
Email: disputes@gigsrabbit.com
Response Time: Within 24 hours
Emergency Disputes: Use in-app emergency button