Here at FreeUp, we do everything we can to avoid issues for our clients starting with only hiring the top 1% of freelancers. With that being said, mistakes happen, and we make it a point to streamline the process of handling our client disputes and get you a speedy resolution!
Let’s take a look at the FreeUp client dispute process from start to finish so you can learn what to expect should an issue arise while using our services and how to avoid FreeUp client disputes altogether!
A Problem Arises
From the inception of the issue, our support team is here to help. When you first notice that something isn’t quite right, we request that you let us know right away. Whether it is a billing concern or a dispute between you and your freelancer - we are here to help.
Keep in mind though that you can also reach out to your freelancer directly for minor concerns such as clarifying a project discrepancy. In most cases, they are able to correct the issue and move forward. However, if the issue is of high importance, alert the FreeUp support team right away
You can reach out in several ways. We have 24/7 LiveChat on the platform that will connect you with a member of our team right away. You can share your concerns and we will immediately start to take action to find a resolution.
You can also share your concerns via email by messaging support@freeup.net, or by sending a message to your FreeUp Account Manager. Any of these methods will open up a case so we can get the issue resolved as quickly as possible.
One thing you will want to note is the FreeUp dispute timeline. The billing period at FreeUp is Wednesday through Tuesday and clients are charged on Thursdays.
As a FreeUp client, you will have one week to file a dispute before the freelancer is paid the following Thursday. Keep this in mind so that if you do have a dispute, it gets handled in a timely manner.
Support Takes Action
Once our support team has been notified of the dispute, they take action! You will generally be asked to provide documentation that supports your claims. For example, you might be asked to send over screenshots of conversations between you and your freelancer or copies of the original scope of work and/or agreement between you and your freelancer.
Keep in mind that if you use the FreeUp Messenger System for communication, our support team can comb through your conversations with your freelancer rather than asking you for screenshots from other communication platforms. From this point, you may choose to pause your freelancer while the resolution is taking place.
Our support team will at this time also reach out to your freelancer for context on the issue as well. We use all relevant details to find the quickest and most reasonable resolution. During this time you will also be asked if you need a replacement freelancer.
In some cases, issues are quickly resolved and clients can continue working with their current freelancers. However, in situations when as a client you no longer feel confident in your freelancer’s ability to manage your project, we at FreeUp will work with you to find you a replacement freelancer as fast as possible.
The Resolution Process
After our team has gathered all of the required information from both the freelancer and the client, they will work closely together with team leaders to review all of the documentation and help seek the appropriate resolution.
As stated, many disputes tend to be simple misunderstandings and our team is able to mediate the issue, and clients and their freelancers can resume work with more clear communication put in place. However, in situations where our team deems it necessary, we may issue a refund to our clients.
Our team will work closely with you to determine a fair amount for the refund. In most cases, refunds are issued by way of credits to your account to be used for future hires. With that being said, if applicable, we can also issue a refund back to your credit card or the bank account that is on file for your FreeUp account.
Get It in Writing
When working with entirely remote freelancers, there is often a lot of chatter on various platforms. Sometimes, you may use email or slack, and other times you might just have a simple one-on-one phone or Skype conversation.
The important thing to remember here is that all major aspects of the job should be recorded in writing. For example, if you have a conversation with your freelancer over the phone about increasing their rate, or moving a deadline up a few days then you should send out some form of written communication to confirm these changes.
Getting things like that in writing will help cover you should a freelancer dispute something down the line. As we said earlier, our support team will often ask for screenshots of your conversations to clarify what went wrong. Just think of it as an added level of protection for your request!
How to Avoid FreeUp Client Disputes
Some issues are simply unavoidable, however, there are steps that you can take to lessen your chances of a dispute. Having a clear scope of work at the start of your project, as well as getting as much in writing as you can, are the most important steps in avoiding issues down the line.
If you don’t have an SOW, use us as a resource and check out our FreeUp Scope of Work Template for guidance. Having clear set guidelines on things like communication expectations, deadlines, deliverables, etc. will help ensure that the freelancer and you are on the same page about the project!