How disputes work

If a job goes sideways, either the client or the provider can open a dispute against the escrow-held funds. Here is exactly what happens next.

• A bid was accepted and money went into escrow (status: Held).
• Something has gone wrong: no-show, work not delivered, quality does not match the brief, scope changed without agreement, or the two of you can't agree on the amount owed.
• The funds have not yet been released. Once the client clicks Release, the money is out — there is nothing left to dispute.

1. You open the case. From the wallet page, click "Open dispute" on the escrow row. Pick a reason, describe what happened, upload any supporting files (screenshots of chats, before/after photos, contract copies).
2. The escrow freezes. Once opened, the money moves to a "Disputed" state — the client cannot release it, the provider cannot claim it, and admin cannot ignore it.
3. The other party responds. They see the case in their own dashboard and can post their side in the case thread, including evidence.
4. Admin mediation. A Bildfie admin reviews the case within 3 business days. They may message either side asking for clarification.
5. The decision. The admin resolves the case with one of four outcomes: release the full amount to the provider, refund the full amount to the client, split the funds between both parties by an agreed percentage, or close with no money movement (mediated agreement).
6. The escrow settles. The chosen outcome triggers the corresponding wallet movement. Both parties are notified.

• Your description and the other party's description.
• Every piece of evidence uploaded to the case.
• The Bildfie chat thread between the two parties (only messages sent through the platform).
• The original bid: what was promised, at what price, in what timeframe.
• The escrow history: when was it funded, what milestones were agreed.

• Decide subjective disputes without evidence. "I don't like it" is not a dispute; "it doesn't match the specification in the accepted bid" is.
• Mediate off-platform work. If money didn't go through Bildfie escrow, we can suspend abusive accounts but we cannot recover funds.
• Provide legal advice. For claims that need a lawyer or Small Claims Court, we can share the case record on request.
• Auto-close cases with a template. Every case is read by a human. If you don't hear back within 3 business days, reply on the case thread and it will be re-flagged.