Learn about Envato Studio's dispute process that aims to assist both parties to reach a positive resolution.
No matter what you try, sometimes a job just doesn’t go as planned. Envato Studio has a dispute process in place to assist both parties in such an instance to try and reach a positive resolution.
While disputes on our platform are relatively rare, it is worth understanding when to dispute a job and how the dispute process works.
Okay, so you’re working on a job (or have ordered a job) and things just aren’t going to plan, or there are quality concerns or one party has become unresponsive. Either way, something isn’t working and the job isn’t progressing as planned and you have concerns.
First thing to do is talk to the other party and try and work through the issues. The best way to do this is to ask them what they require in order to finish the job. Have them list out the points of concern so that you are both clear on the issue. If either party doesn’t understand a point, you should request further detail on this point.
If you find after discussing the issue/s that you haven’t resolved it to a point of being able to work further on the job, you have two options.
Mutually cancel the job. When you mutually cancel a job on Envato Studio, both parties need to agree to the cancellation. If accepted, the job will be canceled and the payment refunded to the buyer in full. If the other party does not accept/or is unsure how to accept, please contact support.
Dispute the job and have the Envato Studio team investigate the job. When disputing a job, you will be required to provide information as to why the job has been disputed. To assist our team in handling your dispute as quickly as possible, please ensure you are very specific and clear as to what the issues are, what you have discussed in regards on the job timeline already and what solution you would like to see come out of this dispute.
Once a dispute is submitted, the non-submitting party will be notified and is able to respond on the job timeline. They can also request that you reopen the job, which if agreed upon, would cancel out the dispute.
Our team will handle your request ASAP and your patience and understand during this time is appreciated.
Keep in mind that our Ops Team are trying to assist both parties in coming to a positive solution. They take an unbiased look at the job and make a decision based upon what is seen on the job timeline. If any off site communication has taken place, you should copy this to the job timeline once disputed.
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