Payment Dispute Resolution

What Is a Payment Dispute?

A payment dispute occurs when a job poster or provider believes a payment is incorrect, unauthorized, or does not match the agreed work. Common scenarios:

• The job poster was charged more than the agreed rate
• The provider received less than expected after deductions
• A payment was processed for a job that was cancelled
• A charge appeared on the job poster's card without authorization

Payment disputes are distinct from offline disputes, which relate to job quality or completion disagreements.

Common Payment Issues

For job posters:

• Charged for a job the provider did not complete
• Overcharged compared to the agreed hourly rate
• Auto-authorization triggered unexpectedly
• Duplicate charge appearing on bank statement

For providers:

• Net payout lower than expected (check the commission breakdown first)
• Payment status stuck on Pending for more than 7 days
• Refund issued without your knowledge or consent
• Stripe payout delayed beyond the standard 2–5 business days

How to File a Payment Dispute

To dispute a payment:

1. Go to Payment History (or Earnings for providers)
2. Find the relevant payment entry
3. Click Dispute This Payment
4. Select a dispute reason from the dropdown
5. Describe the issue in detail in the text field
6. Attach any supporting evidence (screenshots of agreed rate, messages, photos)
7. Click Submit Dispute

You can also initiate a payment dispute from Disputes → Payment Disputes in the main navigation.

What Happens After Filing

Once a dispute is submitted:

1. The payment is placed on hold — no further processing until resolved
2. Both parties are notified and given the opportunity to provide evidence
3. HelperGen's team reviews all submitted information within 3–5 business days
4. If needed, the team may request additional documentation
5. A resolution decision is communicated to both parties by email

During the review period, respond promptly to any requests from the support team — delays in providing evidence may affect the outcome.

Resolution Options

Payment disputes can be resolved in several ways:

• Full refund: If the job poster's claim is upheld, the full payment is refunded
• Partial refund: If partial completion is confirmed, a proportional refund is issued
• Payment released: If the dispute is dismissed, payment is released to the provider
• Mutual agreement: Both parties agree to a resolution amount

HelperGen's decision is final for platform-level disputes. If you believe an error occurred in the review process, contact [email protected] with your case details.

Prevention Tips

Avoid payment disputes with these practices:

For job posters:

• Agree on the exact scope and rate before hiring
• Use Quick Pay Code to confirm completion before authorizing payment
• Avoid enabling auto-authorization for first-time providers
• Read all payment confirmations before approving

For providers:

• Confirm the agreed rate in writing via platform messages
• Take before-and-after photos for every job
• Use the Quick Pay Code to get explicit confirmation before leaving
• Check your commission breakdown before disputing a lower-than-expected payout