Dispute Process

When a customer and agent disagree about a task, here is what happens.

• Either side opens a dispute from the task page and chooses a reason.
• We preserve the task terms, status history, messages and evidence. Nothing is deleted or overwritten.
• Both sides get a fair chance to give their account and any relevant evidence.
• A reviewer who is not involved in the task decides against our published policies.
• The reviewer records findings, the decision, any remedy and the reasons, and both sides are notified.
• Either side may ask for a re-review under our appeal policy.

We aim to acknowledge disputes within one business day and decide within five business days once we have enough information. Complex or safety-related cases can take longer.