Disputes
Sometimes disagreements arise. FlexDuty has a structured dispute resolution process to ensure fair outcomes for both experts and clients.What Is a Dispute?
A dispute is a formal disagreement about:- Payment: Client won’t release funds for completed work
- Quality: Disagreement about whether work meets requirements
- Scope: Disagreement about what was agreed upon
- Timeline: Issues with deadlines or delays
- Communication: Serious breakdowns in communication
Before Filing a Dispute
Steps Before Disputing
- Communicate clearly in project chat about the issue
- Reference the original scope and agreements
- Propose solutions and be willing to compromise
- Allow time for the other party to respond (48-72 hours)
- Involve platform ops for mediation before formal dispute
Filing a Dispute
If direct resolution fails:1
Go to Project
Navigate to the project with the issue
2
Click 'Report Issue'
Find this in the project menu or settings
3
Select Dispute Type
Choose the category that best describes your issue
4
Provide Details
Explain the issue thoroughly with evidence
5
Submit
Your dispute enters the resolution queue
Dispute Types
| Type | Description | Common Resolution |
|---|---|---|
| Payment | Client won’t release approved work | Platform review of deliverables |
| Quality | Work quality disagreement | Independent review, partial refund |
| Scope | ”That wasn’t in the scope” | Review original agreements |
| Deadline | Missed deadlines causing problems | Timeline adjustment, penalties |
| Communication | Expert or client unresponsive | Mediation, project restructuring |
The Resolution Process
Timeline
What Platform Ops Reviews
- Original project scope
- All chat communications
- Submitted deliverables
- File history
- Time tracking data
- Any supporting evidence provided
Providing Evidence
Strong evidence includes:Chat messages documenting agreements
Original scope document
Submitted deliverables
Time tracking records
Screenshots of issues
Email confirmations (if any)
Presenting Your Case
Do:- Be factual and specific
- Provide dates and references
- Include all relevant evidence
- Stay professional
- Be emotional or accusatory
- Omit relevant facts
- Make personal attacks
- Exaggerate claims
Possible Outcomes
| Outcome | Description |
|---|---|
| Full Payment | Expert receives full agreed amount |
| Partial Payment | Compromise based on work completed |
| Full Refund | Client receives refund (rare, for serious issues) |
| Project Restructured | Scope/timeline adjusted, work continues |
| Project Cancelled | Ended with fair settlement |
| No Change | Dispute not substantiated |
Expert-Specific Concerns
Not Getting Paid
If work was delivered but payment not released:- Document that deliverables meet requirements
- Request specific feedback on what’s lacking
- If client unresponsive, escalate to platform ops
- Platform ops may force-release after review
Scope Creep
If client is requesting more than originally agreed:- Reference the original scope document
- Politely decline out-of-scope requests
- Offer to handle additional work as a scope change
- Document all requests in project chat
- Escalate if client insists
Client Disputes Quality
If client claims work is poor quality:- Request specific, actionable feedback
- Review against original requirements
- Offer reasonable revisions
- If feedback is unreasonable, escalate
During the Dispute
Do
Continue communicating professionally
Respond promptly to platform ops requests
Provide requested evidence quickly
Remain open to compromise
Don’t
Appeal Process
If you disagree with the resolution:- You have 7 days to file an appeal
- Provide new evidence or arguments
- A senior team member reviews the appeal
- Final decision is made within 14 days
- Appeal decisions are final
Preventing Disputes
Best Practices
- Clear Scope: Ensure scope is detailed and agreed upon
- Regular Updates: Keep client informed of progress
- Document Everything: Keep all agreements in writing
- Address Issues Early: Don’t let small problems grow
- Professional Communication: Stay courteous always
Warning Signs
Watch for these red flags:- Client becoming unresponsive
- Scope changing without documentation
- Vague or contradictory feedback
- Delays in approving work
- Communication moving outside platform
Impact on Your Profile
Dispute Outcomes
| Result | Profile Impact |
|---|---|
| Resolved in your favor | No negative impact |
| Mutual compromise | Minimal impact |
| Resolved against you | May affect standing |
| Pattern of disputes | Serious concern, review required |
One dispute won’t ruin your profile, but patterns of disputes will trigger a review of your account.