Disputes: what happens after a report, and Belancer's decision.

When someone reports a problem on an order, a Belancer case opens on that order. The money is frozen and timers pause. A Belancer specialist reads the order, the chat and the files, and both of you can add your side. The specialist then decides how the money is split, and you're both emailed.

Before you start

• Keep talking in the order chat. It stays open throughout.
• Read the reason and what was asked for in the case details on the order.
• Have your evidence ready: messages, files, the offer you accepted.

Steps

1The order goes under review

The order shows Belancer is reviewing this order, with a Decision by countdown: "Payment Secured is frozen and timers are paused while a specialist looks into it." The case details show the case number, the reason and what was asked for.

2Add your side

• If you reported it: under Your report, use Add details to send files, screenshots or anything new. Choose Send to the specialist.
• If the other side reported it: under Tell Belancer your side, write Your response and add files. Choose Send to the specialist. Only the specialist reads it.

3Settle it between you (optional)

If you agree in the order chat, the person who reported can choose Withdraw my report. Timers start again and the order carries on as before.

4The decision

The specialist decides one of:

• Released in full to the freelancer
• Full refund to the client
• Partial refund: part back to the client, the rest released to the freelancer

The order shows Decided by a Belancer specialist with the case number and Why the specialist decided this, and you're both emailed.

What happens next

Refunds go to the client's Belancer Balance. The freelancer's share goes to Pending, then Available. The order is closed and counts as resolved by Belancer, not as a cancellation. You can both leave a review.

Troubleshooting

• I can't find where to respond. Open the order. The case is on the Activity tab, under Belancer is reviewing this order.
• "Write something or add a file." Add a message or at least one file before sending.
• I disagree with the decision. Reply to the decision email or contact support with anything the specialist didn't see, within 7 days.

Good to know

• Standing: losing 3 disputes in 90 days leads to a warning, and 5 to a strike.
• No pulling back: money that's already Available is never taken back by a report.
• Coming soon: settlement offers inside the case and an Appeal button reviewed by a different specialist.

Tip: Agreeing in the order chat and withdrawing the report is usually faster than waiting for a decision.

Important: Only Belancer can move frozen money. Ignore anyone who offers to "release" it for a fee.