What to Do When a Client Raises a Dispute on Your Task
What a dispute means for you
A dispute is when a client is not satisfied with the delivered work and raises a concern before the task is fully closed. When this happens, the task status changes to Dispute, and work on the task is paused until the issue is resolved.
As a Genie, understanding how and when a dispute can be raised — and what happens next — protects you and your earnings.
When can a client raise a dispute?
After a task is marked Completed, a 7-day holding period begins. During this window, the client can review the deliverables and, if they have concerns, change the task status to Dispute.
Once the 7-day holding period ends, the task is automatically locked as Completed. The client can no longer change the status or raise a dispute after that point.
You can check where your task stands by looking at the Task Holding Period card on the right-hand side of the task screen.
What you should do when a dispute is raised
- Stay calm and stay professional. A dispute is a formal review process — not a judgment call.
- Gather your evidence. Compile all relevant deliverables, files, time logs, and communication from GenieChat that support the work you completed.
- Communicate through GenieChat. Your Project Coordinator is part of the thread and will step in to mediate between you and the client.
- Respond promptly. Delays in responding can work against you. Address the client's concerns clearly and with supporting documentation.
What happens during mediation?
Your Project Coordinator reviews the dispute — including the task requirements, submitted work, and any evidence from both sides — and works toward a fair resolution. Their role is to stay neutral and ensure the outcome aligns with what was originally agreed.
What happens to your payment?
Your earnings are held during the 7-day period. They are released once the task is confirmed as Completed — either after the holding period ends without a dispute, or after a dispute is resolved in your favor.
Tips to avoid disputes in the first place
- Make sure task requirements are clear before you start. Flag any ambiguities early in GenieChat.
- Submit work with a clear summary of what was done and how it meets the brief.
- If you need more time, request an extension before the deadline — don't go silent.
- Keep all work-related communication inside the platform so there's a clear record.
