Dispute Resolution Upgrade

Hello everyone,

We would like to announce the upgrade of our resolution process for disputes. We know there is some friction for both Buyers and Sellers on this so we have altered a bit the process followed 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 10% or a minimum of 5 GBP, 7 EUR, 8 USD of the disputed amount to successfully raise the dispute.

Please let us know your feedback.

Best regards,
Christos
Product Manager @PPH

Avatar
Dimitris Koufakis
PeoplePerHour
Stay inspired. Keep growing.
Get insights and tips sent straight to your inbox.
Got something to say?
Share your story and become a guest author on the PeoplePerHour blog.
Share your story

Comments

avatar

This site uses Akismet to reduce spam. Learn how your comment data is processed.

  Subscribe  
Notify of
prabath nipun kumara
prabath nipun kumara

great , this is good to buyer and seller both

Kieran Ball
Kieran Ball

Sellers now have to pay to have any chance of getting money owed to them (we pay enough already in fees)? This will simply result in more and more buyers not paying.

If a buyer has a problem with the work submitted, it should be up to them to raise a dispute, not the seller.

Instead, buyers will now sit on their hands and wait to see if the seller raises a dispute.

This is clearly just another way to raise revenues for PPH.

Final Draft Publishing Ltd
Final Draft Publishing Ltd

Prabath, you clearly haven’t understood point 3! Sellers now have to lose 10% of what they are entitled to if the buyer doesn’t pay and sellers have to raise a dispute. Yet again, PPH works against the sellers. And yet more of our hard earned money goes into PPH’s pocket. So, sellers lose 10% as a ‘debt collecting fee’ to PPH with absolutely no guarantee of getting payment for the work! As far as I’m concerned it’s just one more reason in a long line to ensure I get my work from anywhere else than PPH! Disgusting Christos – your… Read more »

Ben G
Ben G

Hi Christos, Good to see the encouragement of both buyers and sellers to resolve disputes themselves as far as is possible without the involvement of PeoplePerHour. This is exactly how it should be. Can you confirm though that it is only Sellers that may raise a dispute? If that’s the case, I see that as detrimental to Buyers who encounter a rogue seller (and I say this as someone who currently only sells through the platform). The wording of the Point 1 paragraph I think is a little ambiguous and open to interpretations but I think I understand what you’re… Read more »

Vinita
Vinita

Do you have any idea how many times the buyers threaten the sellers for they hold all the powers?

We lose reputation, ratings and now earnings too???

Ben
Ben

I had made a comment in response to this but it seems to have disappeared – it was pending moderation and has since vanished. If it has been removed, I’d like to know why as it was a well-formulated, broadly supportive comment with a couple of suggestions and concerns. It was certainly politer than some that I see on this blog and I see no reason for it to not contribute to the discussion and feedback. In brief, that comment again was that I am pleased to see that PeoplePerHour is encouraging self-resolution and cooperation between Buyers and Sellers and… Read more »

Larry
Larry

very bad because we need to pay 10 %

pph.me/larry.b

O.
O.

Please tell me if I understood correctly: -first of all, if it’s a bad Buyer, the Seller must deliver some more work, 2 times after the initial chunk. -second- now Sellers will have to pay another 10% in order to gain access to their money. If this is a good measure can you please tell me why we are paying you 18%? And dispute support will not be included and it will be extra-charged? 18% + 10% (if a potential dispute arises) + some more fees for sending over the money to bank/ other financial means = extra-stress for Sellers… Read more »

Rahul Parashar
Rahul Parashar

PPH is only here to earn and they are making policies and rules so that they can earn more and more rather than focusing on making a fair and better market place. This is another non sense rule. Dispute used to be my last resolution which I have stopped raising ever since they started penalising sellers for raising it. This is another rule against their sellers so that they just done raise it at all and simple refund the cheap opportunistic buyers here. PPH is losing its charm. I just wonder when they would make this site seller friendly, every… Read more »

G
G

Yup, sounds more heavily weighed on the side of buyers.. So they pay peanuts, can give you a crappy rating when they want, and now you have to pay 10% of your earnings, if they decide to sit on your earnings.. And submit two more revisions.. Please review this PPH management. The sellers are your only asset. Make sure its protected and appreciated.

Andy
Andy

Interesting talks here… especially those referring to past experiences. I just made an account on PPH hoping a friendly and mutually advantageous environment, but from what I read here, it seems that the sellers are rather threatened and exploited, but the buyers are treated preferentially. My experience here on this website is actually zero, but from my point of view (common sense), if there is to pay a fee for a dispute, why isn’t it paid by the one who raises the dispute? In this way it would really encourage both parties to a amicable settlement. Also, taking it as… Read more »

Eva
Eva

Depending on the job size / amount and the Buyer specifications’ clarity there will be instances where raising the dispute / doing the re-writes will be clearly more hassle than the job is worth. Not something I would normally engage in.

Hany Estefanos
Hany Estefanos

In my opinion PPH takes the buyers side, which is not fair, and frankly i think it is not safe for me to do work in that site.
I’m sure too, that with PPH point of view, arbitration will take the buyers side too.

Hany

Sabrina
Sabrina

I am also very very displeased with this system. I am in the web design industry and you get a lot of buyers who ask you to design their site and then they take your designs and run off. They tell you they love it, get you to do revisions etc so that we perfect it to their liking, then they take the files or the designs and request a refund because they suddenly don’t like the designs! It is absolutely crazy! A lot of buyers come on here to get designers to design ideas for them and then they… Read more »

Final Draft Publishing Ltd
Final Draft Publishing Ltd

I totally agree with Sabrina. If a dispute went to the Small Claims Court, then the loser pays the fees for both sides. So why do PPH think they are above the Law?

Tony
Tony

I think its scandalous and disgraceful that the seller is being charged 10% fee to dispute a transaction/ refund request, specifically when this refund request is being abused by scurrilous buyers, who simply do not want to pay their bills! There is far too much of this on PPH, where a seller busts their butt off doing work (especially if research and advice is required before an actual ‘event’ or application process), and just because the buyer changes their mind half-way through, or gains the information they require (for free in the workstream!), they raise a spurious refund request to… Read more »

Sabrina
Sabrina

Tony – I completely agree with you. This is what has happened to me. Since this new dispute fee thing has kicked in, suddenly all my sellers are asking for refunds after all the work has been done. This is because now that there is a refund fee, most sellers are unlikely to want to pay to dispute it so buyers are encouraged to do it! I also think that they should not be allowed to leave feedback after this disgraceful behaviour. They are deliberately just trying to ruin a profile. I dropped down from TOP cert because of this… Read more »

Final Draft Publishing Ltd
Final Draft Publishing Ltd

PPH is getting a reputation among companies – get your work done for free! Buyers can do no wrong on PPH! Just complain about the work, even if there’s nothing wrong with it, and you won’t have to pay the freelancer. Pass it on! Trouble is Christos, it’s not the buyers who pay you commission is it? PPH has lost all credibility as a serious professional platform. It’s now a joke. not to mention an insult to the hard working professionals without whom PPH wouldn’t exist. I give it a year at the most, then it’ll be gone, unless there… Read more »

kurt
kurt

I am sorry but this is not acceptable. This was free now the freelancers need to pay for this.

I am finding am taking my skills to another freelance website.

Goodbye PPH.

Deborah T
Deborah T

I wonder what’s happening at PPH. A buyer paid an invoice on Monday and it’s still not been released (it’s now Saturday). The Helpdesk hasn’t replied. Trust is everything on eCommerce sites you know.

Paul Cristian P.
Paul Cristian P.

A client requested a refund for a $20 job and then he vanished. He is not responding. From what I understand I need to pay $8 to raise the dispute. From $20 – after I pay the PPH Fees and transactions I end up with ~$16 in PayPal. If I pay $8 for dispute and I win I end up earning $8 out of a $20 job!?? The $8 fee does not make any sense. There are jobs for $10 here. So if a seller raise a dispute for $10, if he wins ends up with nothing? The minimum fee… Read more »

Ahmad
Ahmad

1) I’ve got a small job of around $300. I’ve completed 60% to 70% job.
2) Buyer raised a Refund request.
3) I opened a dispute. Paid fee around $15.
4) PPH decided in favor of me. And rejected the Refund.
5) Client still doesn’t want the project. But not accepting his fault. Rather imposing it on me.
— Now, 2 problems.
1) If I cancel the project. I lose my reputation.
2) If continue and finish the project. Client will give bad feed back.

Trapped from both side. What to do?

In the end I think, PPH is creating lots of problems for sellers.

Paul
Paul

This is not fair at all. Why should the seller have to pay for a dispute resolution? We already have to pay to propose jobs. I have a client now that I completed work for last week. I have no reponse now after doing all the work. I have emailed – and telephoned to find out why he has not released the funds. He has all the work i did as he now has a fully functional website. He has dissapeared. I am at the point where I need to raise an dispute just to be paid. Why should i… Read more »

vishnu
vishnu

Really Bad Dispute system. I had Completed half work for client. Client generated 50 USD escrow during Start( Project Estimation is $480 USD). Now, I trust Client and Provide him work, After Getting work, He Cancelled the Project and also Requested Refund of $50 USD. Now when i Tried to Generate Dispute, PPH again told me to Pay $8 USD to Generate Dispute. So, I decided to Refund $50 USD because I don’t want to Ruin My Profile. Now when I refund $50 USD, then i got 1 star Feedback. so, After All I provided the work to Client at… Read more »

Dave Ashton
Dave Ashton

Bye bye PPH. This is the final straw

Tomas
Tomas

Indeed, as I read all complaints I am discussed with situation too. Not only seller pays a minimum of 18% in fees but also has to pay for the dispute. Since buyer can ever so simply deny the invoice and the seller in my case I am now forced by PPH to raise another time invoice after it was rejection . I also spend in numerous communications with PPH chasing the answer why PPH insist me to raise invoice again. It clearly states in PPH FAQ after rejection there is a time of 24 hours once the period passed I… Read more »

sharique khan
sharique khan

Hello Ninjas

This is Sharique a rising star on PPH I have one concern please let me know the answer.

I am working on the buyer Since two month ago and I will do them all work after a mid-project buyer Threat me to suspend my account by the PPH So I need to know that they have actual power to do that or if they do that then how can I stop him.

Kindly please let me know the detail because I am very worried about that.

Hope to getting my answer soon

Thanks
Shariqure

Kelly
Kelly

Hi,

I am sorry to hear you have had a problem.
Please email support@peopleperhour.com and they will help you with this.

Kind Regards
Kelly

Hassaan Arfeen
Hassaan Arfeen

I have been working with PPH for 2-3 months. Yesterday they blocked my account permanently. The issue I understood was that 3 days back I sent a withdrawal request, I was waiting for the money to reach me. Then I submitted this issue in support. They said one of your client named William Becker has not submitted his identification documents. So we can’t proceed until he do that. I asked William through PPH work stream that please submit your documents. After some time he replied I have done that. Meanwhile I tried to submit a low value withdrawal request that… Read more »

Kelly
Kelly

Hi Hassan, I’m so sorry about that. Please click here and then scroll down and click ‘Contact Us’ to talk to our support team about this: https://support.peopleperhour.com/hc/en-us/ I hope they are able to resolve your issue. Please let me know if I can help you with anything else.

Find an expert for anything

Work with curated freelance talent from all over the world.
Manage the entire project within PeoplePerHour.
Pay securely with confidence.
No upfront payments, no hidden fees.