What Happens When a Client Opens a Dispute?
If a homeowner initiates a dispute on one of your active jobs:
- Your Earned Funds Remain in Escrow: Disputed funds are NOT automatically refunded to the homeowner. They remain frozen in secure platform escrow pending review.
- Immediate Alert Notification: You receive an instant SMS and email notification outlining the homeowner’s specific claims and requested resolution.
- 72-Hour Evidence Window: You are given 72 hours to review the claim, communicate with the homeowner inside the app, and submit documentation.
3 Pillars of a Successful Dispute Defense
1. High-Resolution Before/After Photos
Visual evidence is the single most decisive factor in dispute evaluations. Always upload time-stamped photos showing:
- Job site conditions before work commenced.
- Rough-in framing, plumbing, or electrical prior to wall closure.
- Finished installations showcasing compliance with manufacturer guidelines.
- Clean job site photos proving trash removal and completion of agreed punch-list items.
2. In-App Change Orders for Scope Modifications
If a homeowner verbally requested upgraded materials, additional tasks, or layout changes midway through the project, ensure you submitted an official in-app Change Order. Verbal agreements outside the app are difficult to verify during mediation, whereas in-app change orders are legally binding and record homeowner consent.
3. Kept All Communication on Ratedeed
Keep all client correspondence inside the official Ratedeed Job Chat. Our dispute specialists review chat logs to verify arrival dates, access delays, material approvals, and client sign-offs. Text messages or off-app phone calls cannot be officially authenticated.
The Dispute Resolution Outcomes
- Mutual Agreement (Direct Chat): You and the client agree on a resolution (e.g. performing minor touch-ups or issuing a small credit) and conclude the job directly.
- Full Milestone Release: If our specialists verify that you completed all written deliverables in accordance with the quote, 100% of the milestone funds are released directly to your bank account.
- Prorated Division: If unforeseen job site complications occurred, funds are split equitably based on verified material receipts and completed labor hours.
What to Do If a Homeowner Ceases Communication
If a homeowner refuses to reply or schedule a final walkthrough after you have completed work:
- Submit a claim through the dispute resolution portal marked "Client Unresponsive / Walkthrough Refusal".
- Upload photos of the finished job and proof of completion.
- If the client fails to respond within 5 business days after formal notification, escrow funds are automatically disbursed to your connected bank account.