Our goal is to ensure every job is completed successfully. However, if a disagreement arises about a completed service, here is the process for both Job Posters and Service Providers.
The First and Most Important Step: Communication
Before any formal action is taken, both parties should first attempt to resolve the issue directly through HelperGen's messaging system. Open and clear communication is the fastest way to find a fair solution.
For the Job Poster: Your Control
If you are unsatisfied with the service, do not share the Quick Pay Code. The code is your final approval, and withholding it is the first step in signalling an issue.
For the Service Provider: Initiating a Formal Dispute
If you have completed the job but cannot resolve the issue with the Job Poster and they refuse to provide the Quick Pay Code, you can initiate a formal Offline Dispute.
The Offline Dispute Process:
Provider Initiates Dispute: The Service Provider starts the process from their job dashboard.
Payment Hold is Released: As a neutral action, the payment hold on the Job Poster's card is immediately released. The funds are returned to the Job Poster while the dispute is processed.
72-Hour Resolution Window: The Job Poster is notified and given a 72-hour window to voluntarily complete the payment if the issue has been resolved.
Evidence Package is Provided: If the payment is not made within 72 hours, the job status is frozen. HelperGen will then provide an "evidence package" (containing platform messages and job details) to both parties.
Offline Resolution: At this stage, HelperGen's direct involvement ends. Both parties are encouraged to use the evidence package to resolve the matter through their own channels.
Please Note: HelperGen acts as a facilitator but is not a mediator or arbiter in these disputes. The platform provides the tools and records to help you reach a fair outcome on your own.
For Job Posters and Service Providers.