Between Buyers and Sellers so we have altered a process to follow when there are conflicts between Sellers and Buyers regarding the payment of the escrow funds:
1. After invoice rejection by the Buyer or refund request rejection by the Seller, the 2 parties need to contact each other and do their best to settle the issue by themselves. The Buyer needs to ask for at least 2 revisions providing constructive feedback and the Seller needs to provide them or just mutually agree on the final amount of the payment.
2. Only if the above is not possible, the Seller can raise a dispute and let our resolution team intervene. When that happens both the Buyer and the Seller are asked a few simple questions which we need answered in order to have a better understanding of the case and be able to research the dispute case properly. This will help us reach faster and more fair decisions regarding the payment of the Seller, taking always into account the WorkStream communication, the answers of both parties to our questionnaire and our terms and conditions.
3. Disputes should only be raised by Sellers if they have already done their best to settle the case with the Buyer and they have made sure they are entitled to the payment of the escrow funds based on our policy. To make sure this is the case, the Seller needs to submit a non-refundable payment equal to 5% or a minimum of 5 GBP, 7 EUR, 8 USD of the disputed amount to successfully raise the dispute.
What is Service Provider ‘s Dispute Resolution Service?
The Dispute Resolution Service is offered by Service Provider to users who wish to contest the return or release of an existing Funds(s). This service is offered only for users who have elected to use the Funds Payment System.
If an issue arises where you wish to negotiate the return or release of a Funds, you should file a dispute.
In all circumstances, we encourage users to resolve disputes between themselves rather than use this service; however, it is provided as an alternative of last resort should the parties are unable to reach agreement.
How do I file a dispute against a user?
Any Entrepreneur.services user can file a Dispute against another user, as long as the project has a related Funds payment.
To lodge a dispute over a payment, mouse over the “Disputes” link at the navigation bar on your Entrepreneur.services home page and click the “New Disputes” link.
Select the project to dispute and the user; then tick the Funds Payment you wish to dispute and type down why you want to dispute the Funds Payment. You are allowed to contest all the Fundss related to a single project in one dispute.
You then need to describe your issue in detail and attach any supporting evidence you may have (from Stages 1 through to 3, you are encouraged to attach any files that could support your claims).
Finally, you should enter the amount you are prepared to pay for the project (if an Employer) or wish to receive for the project (if a Service Provider ). The amount could be between 0 and the total amount of Funds Payments in question.
The other party has a number of days (4 if the other party is a Service Provider , 7 if the other party is an Employer) to respond to the claim made by the complainant. If the party does not respond within the given days, the Dispute closes in your favor.
Can I dispute work not related to a project listed on Entrepreneur.services ?
No. You can only dispute a Funds(s) related to a project. Funds Payment sent through the “Other reason” option also cannot be disputed.
I released the funds but the Service Provider did not finish the job! Is there a way to file a dispute against the service provider?
No. The Dispute Resolution Service is only for pending Funds payments related to projects. For all projects with Funds, Employers are advised to release a Funds payment only after the requirements of a part payment have been fully and satisfactorily met. Entrepreneur.services cannot reclaim a Funds that has already been released.
Can I submit more evidence after the Dispute has been escalated to arbitration?
No. You are free to submit evidence via the Dispute System. Once the dispute has been completed, further evidence will no longer be accepted.
I accidentally clicked on the wrong button/wrote the wrong amount! Could you change it back?
No. All actions made on the dispute system are final, binding, and irreversible. You are advised to be very careful before pressing a button or typing an amount. If you are unsure about what to do on your dispute, feel free to contact the Support Team.
I lost the dispute! Can I file for reconsideration?
No. All dispute verdicts are final, binding, and irreversible.
We wanted to let you know that we have revised the refund policy of ENTREPRENEUR.SERVICES . The reason is that there have been cases where the refund functionality is abused so we changed the refund policy to make it more fair for both Sellers and Buyers.
What changed is that when Sellers are not at fault for the refund according to the T&Cs (delivery deadline was not met, no response from Seller etc) then Buyers can still ask for a refund but they receive the funds requested minus a refund fee equal to 10% of the requested amount. So this refund fee is charged when cancelling a booked project without the Seller being responsible for the cancellation.
If Seller is at fault for the refund the functionality stays the same: Buyer receives 100% of the requested amount without any deduction and Seller gets an automated 1-star review from the system (refund fee is not charged to either party).
We really hope that this change will reduce conflicts between Sellers and Buyers and therefore reduce refund requests and make it more fair for everyone: Sellers get more protected and there no cases where a Buyer abuses the system.