Flawed Dispute Resolution Process
I'm very disappointed with the dispute resolution process. I had a buyer/client who wanted me to write an article, gave me incomplete information which also included not giving me a critical piece of information that was the point of the entire article I was supposed to write. When the work was complete, then and only then, did the buyer advise me of this.
The brief for the article was in excel and I have a habit of printing these off when I start a new project. In the original brief it is 100% clear that this vital piece of information was missing but they added it to the brief after rejecting my invoice. I offered to revise the article several times as the client wanted more "useful information" but refused to give me feedback entailing what this meant.
After rejecting my invoice 3 times, I raised a dispute with PPH and paid my USD$8 only to have PPH decide on a 50/50 split despite having all the evidence in the workstream clearly showing all of these details. And as per their T&Cs the resolution PPH came to is final and can't be disputed any further.
Mind you, PPH sent a polite reminder to the buyer that I deserved payment for the time and effort I put into this article and reminded them that they needed to give me adequate details and the opportunity to revise the work. The buyer completely ignored communication from me and PPH Admin and yet PPH still refunded the buyer 50%.
I understand that PPH needs to decide these disputes fairly and try to keep both parties happy, but I simply can't see how the 50/50 decision in my case was fair in any way. They have basically rewarded the buyer for being dishonest and unscrupulous.
The amount for this project is nothing to worry about so believe me, this is not about the money but when they allow buyers to treat freelancers this way and then go for the 50/50 soft option, the dispute resolution process is seriously flawed and leans more in favor of the buyer. In my case, I was "awarded" a consolation prize just to keep the peace. Well, I'm not happy. The buyer is being refunded 50% despite not giving me the information I needed which was critical to the article I had to write and I even offered undeniable evidence. Then I was also denied any feedback or the opportunity to revise the work.
This is a matter of principle and PPH needs to decide whether they will actually look at the evidence provided or just go for the easy option of 50/50. Mind you, from the buyer's profile, I have contributed more to PPH than the buyer so in this case, they've definitely gone the wrong way.
Oh, not to forget, I can't leave feedback on the buyer's profile as a warning to other freelancers so let's hope this buyer doesn't do the same thing to someone else.
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I have paid for three disputes in my time on PPH and like your story, I was always awarded 50% which never covers the cost or time and contradicted the reasoning provided (if any).
Admittedly PPH is in a tricky position as they can't please everybody but I did recommend that its dispute service should be reviewed by TopSellers within the category of the sale. This would lead to a fairer and more transparent outcome.
Interested to find out who holds the copyrights for your piece of work if it wasn't fully paid for. I would check on copyscape to ensure the buyer doesnt use it and if so to name and shame.
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Hi Adam
This is my second paid-for dispute. The first one did not go my way until I pointed out to PPH that the buyer had used my work without paying for it. I was able to provide PPH with links and everything and in the end, I was paid, albeit less than I should have been.
In terms of using the work, technically and legally it is the freelancer's until it is paid for.
What I find disappointing is that one party can raise a dispute but the other party (in this case the seller) does not have to contest the dispute to be awarded 50%. In my case, I put in the effort for the work and then the effort to raise the dispute and paid for the dispute process only to have the seller be awarded 50% with zero effort to justify them receiving this refund.
I would also have appreciated a detailed reason for the decision and not just, the workstream was reviewed and this is our decision. I know I offered detailed evidence and the seller not only ignored most of my communication but PPH Admin's as well.
From what I saw in the seller's feedback, she has a boss and I'm suspecting that this seller made me out to be incompetent rather than admit to her boss that she failed to give me critical information. I would love nothing more than to name and shame her but more so to make other freelancers aware of how she operates to avoid them having to deal with a dishonest person.
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