Help Center · Guides & tips
Cancellations, disputes & the Resolution Center
When an order doesn't go to plan, the Resolution Center handles it fairly — extensions, modifications, cancellations, and disputes, with escrow protecting both sides throughout.
6 min read
Most orders go smoothly — but when something needs sorting out, the Resolution Center is where buyer and seller work it out, on the record, with the money safely held in escrow until there's an outcome both can live with.
What you can resolve
Delivery extension
Need a little more time? Request an extension; if the buyer agrees, the deadline moves with no penalty.
Modification
Adjust the scope or terms of an in-flight order — a free change, or an additional payment for extra work the buyer approves.
Cancellation
If an order can't be completed, either side can request to cancel; on agreement the escrow refunds the buyer cleanly.
Dispute
When you can't agree, open a dispute. The escrow is locked while it's resolved, so the funds can't move mid-disagreement.
How a resolution works
- 1
Open a request
From the order page, choose the request that fits — extension, modification, cancellation, or dispute. Explain the situation clearly.
- 2
The other side responds
Your counterpart sees the request and can accept, decline, or counter. Everything is timestamped on the order's support timeline.
- 3
Funds stay protected
Throughout, the order's escrow is held — and locked outright during a dispute — so neither party can move the money until it's settled.
- 4
Resolve
On agreement the order updates: the deadline extends, the scope changes, the buyer is refunded, or a dispute is split (part refunded, the rest released to the seller).
Talk first, dispute last
Most issues are a misunderstanding about scope or timing. A quick, honest message in the order chat resolves the vast majority without a formal request. Open a dispute only when a genuine agreement can't be reached.
How money moves in each outcome
- Extension / free modification — no money moves; only the deadline or scope changes.
- Additional payment — the buyer funds the extra into escrow, and it releases with the order.
- Cancellation — the escrow refunds the buyer; any earlier approved milestones stay with the seller.
- Dispute split — part is refunded to the buyer and the remainder released to the seller (minus the platform fee on the seller's portion).
Protecting your standing
Cancellations and disputes can affect the performance metrics behind your level, so it's worth resolving issues constructively — a fair modification or a small refund often protects a relationship (and your metrics) far better than a hard cancellation. Clear briefs and quick communication prevent most disputes before they start.
Frequently asked
Disputes are worked out between the parties first; the escrow stays locked so funds are safe until there's a resolution — a full release, a refund, or a split.
A cancellation refunds the buyer's escrow for the uncompleted work. Approved milestones you've already delivered are unaffected and remain yours.
Cancellations and disputes feed into the metrics behind your level, so resolving issues amicably — an extension or modification rather than a cancellation — protects your standing.
Yes — request a delivery extension. If the buyer agrees, the deadline moves and there's no late mark.
Manage an order
Open an order to request an extension, modification, or resolution.
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