Escalation Policy
Structured hierarchy for unresolved conflicts.
GigBig applies a procedural escalation policy when standard resolution is insufficient. Review follows defined levels, documented evidence, and platform policy alignment.
When escalation is initiated
- Initial mediation does not resolve the issue
- Payment release remains contested
- Scope interpretation conflict persists
- Rejection justification is disputed
- Policy violation is alleged
Escalation follows documented review stages.
Levels of escalation
Level 1 - Direct Resolution
Parties attempt clarification within platform guidelines.
Level 2 - Structured Mediation
Neutral review of scope, milestones, and communication records.
Level 3 - Administrative Review
Senior evaluation based strictly on policy and documented evidence.
Each level is recorded and traceable.
During escalation
- Funds remain secured in escrow
- No unilateral cancellation is permitted
- Communication remains platform-monitored
- Evidence submission deadlines apply
- Decision timelines are structured
Escalation pauses uncertainty, not protection.
Review standards
- Approved scope documentation
- Funded milestone structure
- Time-stamped deliverables
- Communication logs
- Prior mediation findings
- Platform policy compliance
Outcomes are rule-based, not opinion-based.
Possible outcomes
- Release full payment
- Authorize partial payment
- Require structured revisions
- Adjust milestone interpretation
- Apply account-level policy action when misconduct is verified
Every decision is documented for transparency.
What escalation does not do
- Does not override escrow funding rules
- Does not guarantee automatic approval
- Does not consider off-platform agreements
- Does not validate unfunded scope expansion
- Does not bypass workflow discipline
Escalation reinforces structure; it does not replace it.
Why this matters
- Multi-layered dispute resolution
- Reduced arbitrary decision-making
- Documented accountability
- Financial security during conflict
- Platform integrity
Complex disputes are handled with depth, not haste.