Disputes
What to do when a client will not approve work you have delivered.
If a funded contract has gone wrong — the client will not approve work that meets the brief, or wants something that was never agreed — you can open a dispute. Write a short reason and the escrow freezes immediately. The money cannot move until the dispute ends, which protects you as much as it does them.
Try the chat first. Most disagreements are a misunderstanding about scope, and a dispute is slower than a conversation.
The 3-day window
For 3 days the dispute belongs to the two of you. Either side can propose a split of the escrow — you type your share and the client's is calculated automatically, so it always adds up. If they accept, it is final and the money moves immediately.
If you cannot agree
After 3 days Freelo can impose a split. We read the whole record — every message, attachment, delivery timestamp, and timeline event. The decision is binding.
This is why you deliver through the chat. A dispute is decided on evidence, and "I sent it on WhatsApp" is not evidence we can see. Attach your work to the contract thread.
What you are paid after a dispute
Your share, minus the standard 10% fee. On a Rp 10.000.000 contract split evenly, you receive Rp 4.500.000 — half the escrow, less the fee — and the client is refunded Rp 5.000.000 to their card.
| Outcome | What happens |
|---|---|
| Withdrawn | Whoever opened it pulled it. The contract resumes. |
| Settled | You both agreed a split. Already paid out. |
| Resolved | Freelo imposed a split. Binding. |
| Dismissed | No merit found. The contract resumes as normal. |
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