Safety and disputes
How to report a problem with an order, milestone or consultation
In short. Something went wrong with the work? Use Report a problem: only that item's money is frozen, timers pause, and a Belancer specialist helps you sort it out. It takes 5 steps: Open the order or contract; Say what's wrong; Tell us what happened; Say what you'd like; Add files and send.
Updated October 2, 20263 min read5 steps
- Clients
- Freelancers
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If work wasn't delivered, isn't what you agreed, has a serious quality problem, or the other side stopped responding, use Report a problem. It's on every order, milestone, hourly week and consultation. Reporting freezes only that item's money (Payment Secured), pauses the timers so nothing completes automatically, and opens a case. You and the other side first try to settle it; if you can't, a Belancer specialist decides.
Before you start
- Try talking first: a clear message often fixes things fast.
- For a late gig order, cancelling is quicker. See cancel an order.
- Gather screenshots or files that show the problem.
Steps
1Open the order or contract
Go to the order, milestone, week or consultation. In the safety area choose Report a problem ("Resolution centre").
2Say what's wrong
Under What's wrong? pick one:
- Work wasn't delivered
- Work isn't what we agreed
- Quality problem
- The other side isn't responding
3Tell us what happened
Under Tell us what happened, explain in your own words. The other person only sees that you reported a problem, not your words.
4Say what you'd like
Under What would you like to happen? pick Finish the order, A partial refund or A full refund.
5Add files and send
Add Attachments (optional), then choose Send report. You see "Report sent. A Belancer specialist will look into it."
What happens next
The activity shows "Payment Secured frozen · timers paused". The other side has 48 hours to respond, then you have up to 5 days to agree a redo, a partial refund or a full refund. If there's no response or no agreement, Belancer reviews it and decides. See disputes and Belancer's decision.
Troubleshooting
- "Pick what's wrong" / "Pick what you'd like to happen". Both are required.
- "Tell Belancer what happened." Add a few sentences.
- I can't find Report a problem. The money may already be Available. Contact support instead.
- I reported by mistake. Choose Withdraw my report. The order carries on as before.
Good to know
- Evidence is automatic: the accepted offer and deliveries are attached for the specialist.
- Add more later: under Your report, choose Add details and Send to the specialist.
- Keep it on Belancer: evidence from outside chats is harder to check.
- Standing: reporting in good faith never counts against you. Repeatedly losing disputes or false reports can affect your account standing.
Tip: Be specific: what was agreed, what was delivered, and what's missing. Specialists decide faster with clear facts.
Important: Don't threaten the other person or leave a review to pressure them. Let the process work.
Questions and answers
What happens to the money when I report?
Only that order's, milestone's or week's money is frozen. Other orders and your other balance aren't touched.
Will the other side see what I wrote?
They see that you reported a problem, not your exact words. Only the Belancer specialist reads your details.
Can I still message the other person?
Yes. The chat stays open, and many problems are solved there before Belancer has to decide.
Until when can I report?
Until the freelancer's money becomes Available, which is 14 days after release. After that, contact support.
Should I report or cancel a late gig order?
If a gig order is late, you can cancel it straight away for a full refund. Use Report a problem when work was delivered but isn't right.
Can I withdraw my report?
Yes. Choose Withdraw my report. Timers start again and the money is no longer frozen.
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Related guides
- Safety and disputesDisputes: what happens after a report, and Belancer's decisionAfter a report, the money is frozen and a Belancer specialist reviews the order. Both sides add their side; the specialist decides how the money is split.
- Payments and Belancer BalanceRefunds on Belancer: when you get money back and where it goesHow refunds work on Belancer: late orders, cancellations, Belancer decisions and partial refunds. Money goes to your Belancer Balance, or your original method.
- Payments and Belancer BalanceHow Belancer keeps your payment safe until the work is approvedWhen you pay on Belancer, the money is held safely, not given to the freelancer. It is released on approval, after a set time, or by a Belancer decision.
- Orders, contracts and milestonesHow to cancel an order on Belancer (and get a refund)Cancel instantly when an order is late or before requirements, or ask the other side to cancel. See what happens to the money and when Belancer reviews it.
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