Dispute Process
Structured, evidence-based dispute resolution.
The GigBig dispute process resolves disagreements fairly through documented review, not informal negotiation. Escrow provides financial protection while cases are evaluated.
When disputes may occur
- Milestone approval is refused
- Scope alignment is disputed
- Revision requests are contested
- Timeline compliance is questioned
- Payment release is challenged
Step-by-step dispute process
1. Initial review by Project Manager
- Scope documentation is reviewed
- Communication logs are examined
- Milestone deliverables are assessed
- Revision history is analyzed
Many disputes are resolved at this stage.
2. Formal escalation
- Case is escalated for structured evaluation
- All documentation is collected
- Deliverables are compared with approved scope
- Timeline adherence is reviewed
- Package usage (Team Service) is assessed
Evaluation is evidence-based.
3. Escrow protection
- Funds remain secured in escrow
- No payment is released prematurely
- No automatic refund is issued
Escrow protects both parties until resolution.
4. Resolution decision
- Direction for revision within scope
- Confirmation of milestone approval
- Partial payment decision
- Refund determination
- Policy enforcement action
The decision is documented in the dashboard.
Dispute process in Single Service
- Predefined scope is the primary reference
- Timeline compliance is reviewed
- Deliverables are compared to milestone definitions
- Scope clarity simplifies evaluation
Dispute process in Team Service
- Cross-role coordination is reviewed
- Package duration usage is evaluated
- Consolidated output is assessed
- Dependency sequencing may be considered
- Team structure is factored into resolution
Protection for freelancers
- Protection from unapproved scope expansion
- Protection from informal change requests
- Protection from payment withholding without reason
- Protection from off-platform decision-making
Only documented scope and platform policy guide decisions.
Professional conduct during disputes
- Maintain respectful communication
- Provide factual evidence
- Avoid emotional escalation
- Follow platform instructions
Unprofessional conduct may trigger account review.
What the dispute process does not guarantee
- Automatic favor for freelancers
- Automatic favor for clients
- Payment without scope compliance
- Unlimited revisions
Resolution is based on documented evidence.
Why structured dispute resolution matters
- Financial fairness
- Reduced conflict escalation
- Platform credibility
- Clear accountability
- Professional project governance
It strengthens long-term trust.