How do I open a dispute?
If something goes wrong with your project, the dispute process is designed to reach a fair resolution.
When to open a dispute
Open a dispute when the artisan's work does not match what was agreed, the artisan is unresponsive, quality is significantly below expectations, or the project has stalled.
How to open a dispute
- Go to your project dashboard
- Click "Open Dispute" (available during active projects or within 14 days of final delivery)
- Select a reason from the predefined list: quality issue, timeline issue, responsiveness issue, or other
- Write a description of the problem (minimum 100 characters)
- Upload photos showing the issue
What happens next
Artisan response (72 hours): The artisan is notified immediately and has 72 hours to respond with their perspective, explanation, and supporting photos or screenshots.
MadeMay review (5 business days): Our team reviews everything: the original brief, all milestone approvals, all messages between you and the artisan, the dispute description, the artisan's response, and all photos from both sides. We may ask either party for additional information.
Resolution: The team issues a decision with a written explanation. Possible outcomes are: - Full refund of unreleased escrow to buyer - Partial refund (a specific percentage) - Release remaining funds to artisan (if obligations were met) - Revision required (artisan must address specific issues within a set timeline)
Important notes
The dispute decision is final. Funds already released for previously approved milestones cannot be reclaimed through the dispute process. This is why milestone approval is important: review carefully before approving.
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