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Master help/Cancellation & dispute

Cancellation and dispute: how to act properly

We have less conflict when the facts are clear. Record everything in the chat and don't move off the platform.

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Tip: if a problem comes up, specifics will help you: the date, a photo, the agreed price and the work done.
1

When cancelling is allowed

Cancellation happens with a reason given; the main goal is to reduce conflict.

  • If you can't make it or can't go, cancel promptly and write a short reason.
  • If the client is dragging things out vaguely, remind them politely once in the chat and then act by the rules.
  • If payment is required and isn't happening, don't start the work; wait or cancel properly.
  • During aggressive communication, don't continue the argument; contact support.
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2

How to cancel properly

The best cancellation is short, based on facts and recorded in the chat.

  • In one sentence, explain why you're cancelling and at what time.
  • If you can, suggest an alternative time.
  • Don't write emotional text or accusations.
  • After cancelling, don't keep sending extra messages in the chat.
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3

Dispute: what it is and when it opens

A dispute opens when the parties have a problem with performance, price or the agreement.

  • When a dispute opens, it waits for a support review.
  • Support checks the facts, the chat and the payment.
  • After the review a decision is made.
  • The strongest evidence is the agreement and photos recorded in the chat.
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4

What to do during a dispute

During a dispute the key is calm, facts and following the rules.

  • In the chat write only facts: what you did, when and what amount you agreed on.
  • If you have a photo or document, upload it in the chat.
  • Don't request exchanging contacts or paying off-platform; this is not allowed.
  • Don't argue aggressively; it will reflect badly on your account.
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5

Rules: spam and exchanging contacts are not allowed

For safety, the platform prohibits exchanging numbers or social links and flooding the chat.

  • The first violation is a warning.
  • On repetition the account may be blocked.
  • Keep all agreements in the chat; during a dispute this is evidence.
  • If the client asks for a number, politely reply that writing here is safe.
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Dispute continuing?
Message support, include the order number, a short description and which stage the case is at.
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