Dispute Resolution Changes

Hey Freelancers

I recently had to raise a dispute due to a buyer rejecting my invoice 3 times. The dispute resolution was not what I was expecting given the evidence I provided but it is what it is.

I raised this issue with PPH Support as I do not feel the dispute resolution process is fair. PPH Support did respond, but changes will only be made if enough of us ask for them. 

What I find quite difficult to accept when it comes to the dispute process is that the person raising the dispute needs to pay a fee and fill out quite a detailed account. The other party, in this case, the buyer/client, is not obligated to respond. How is it possible to determine a resolution that is fair if both sides have not stated their case?

PPH Support informed me that the decision for disputes is determined by information in the workstream. I personally do not think this is adequate and, in my case, neither PPH or the buyer addressed the crucial piece of evidence I submitted. Maybe the decision was the right one, maybe it wasn't but if we are asked to give detailed information to raise a dispute and pay for the dispute to be raised, surely we deserve the same courtesy of a detailed explanation as to how the decision was made and a response from the buyer.

In my case, all of my questions to the buyer were ignored and I find this quite unprofessional and unacceptable. 

I urge all of my fellow freelancers to request changes to the dispute resolution process to insist that the buyers/clients be obliged to respond and explain why they are refusing to pay invoices. Send your own requests or comment under this post and I will ensure they are all read and forwarded to PPH Support.