Pixlmob's unique dispute process empowers customers to confidently place orders, knowing they are fully protected in the event of unsatisfactory results.
Before disputing a project, it is always best to try to resolve the issue with the vendor. Requesting Revisions is an opportunity to not only provide valuable feedback to an editor looking to improve his skills and earn your business, it also spares you from the hassle of ordering the same media from another vendor. You can learn more about requesting revisions here.
1. To initiate a dispute, click on the service menu within your project. You can access this menu from 2 places:
By clicking the menu icon (3 dots) on the far right end of the service within your project
By clicking on this same menu icon within the service details page
2. Once this menu opens, click "Submit Dispute." You'll then need to read and agree to the provided message to continue with your dispute:
3. Select a reason for your dispute.
➡️ For standard and ASAP editing from an editor on Pixlmob, dispute options include:
Unresponsive Vendor: Vendor never responded to or completed the order.
Quality of Work: Edits were not made as requested or were not made well.
Pricing Discrepancy: Vendor is asking for additional funds above what is included in the order.
Late Delivery: Vendor delivered the order but was late.
Communication from the vendor: Messages from the vendor were misleading or inappropriate.
Other
➡️ For AI Clips, the only dispute option is: AI Clips are unusable
➡️ For AI HDR editing, dispute options include
Quality of edits: The AI edits were poor quality or did not meet expectations.
Incomplete: The edits did not process successfully, and no finished files were delivered.
Partially completed: Some files were delivered, but others are missing or incomplete.
Bracketing error: The wrong number of exposures was selected for this order.
Other: My issue doesn’t match the reasons listed above.
4. Provide additional details that will help us in resolving your dispute.
5. Submit your dispute.
Important Notes:
Disputes are typically reviewed by Pixlmob admin within 1 business day.
The vendor is immediately notified of your dispute and the reason you selected from the dropdown menu but does not see the details you provided for your dispute, which are only visible to the Pixlmob team.
We do not guarantee the dispute will be resolved in your favor. However, we make every effort to resolve the issue fairly.
If a refund is due as a result of your dispute, it will be automatically posted to your Pixlmob balance once the dispute is resolved. Review Pixmob's refund policy here.
You will not be able to leave a review for a vendor until the dispute has been resolved.
FAQs:
Can I cancel a project without disputing it?
Can I cancel a project without disputing it?
Yes, you can initiate a cancellation request for the editor to review and approve. Learn more here.
Can I withdraw a dispute if the editor and I are able to work it out?
Can I withdraw a dispute if the editor and I are able to work it out?
Yes! You can withdraw a dispute by accessing the same menu where you initiated the dispute and selecting "Withdraw Dispute."
How does a dispute impact the editor?
How does a dispute impact the editor?
If Pixlmob resolves the dispute in your favor, the editor is not paid for the order at all.
In some cases, Pixlmob will split the total paid for the order and issue a partial refund as well as a partial payment to the editor.
Disputes are monitored and logged by Pixlmob and any editor with repeat infractions or consistent issues could be suspended, fined, or banned from the platform.
Is a refund always issued?
Is a refund always issued?
Each dispute is reviewed on a case-by-case basis and we will issue a refund to your Pixlmob balance when appropriate.
If I dispute a project, can I then transfer it to a different editor?
If I dispute a project, can I then transfer it to a different editor?
Unfortunately, projects cannot be transferred from one editor to another. However, you can duplicate a project and quickly reorder it from a different editor.
Do I have to wait for my refund before I order from another editor?
Do I have to wait for my refund before I order from another editor?
No, you can place an order from another editor anytime. However, any refunds will not be available in your Pixlmob balance until the dispute is reviewed and resolved so you will likely have to add funds to your Pixlmob balance in the interim.
What should I do if an editor disputes my project?
What should I do if an editor disputes my project?
There are several reasons why an editor might dispute your project and the editor should have notified you of such.
If you're able to resolve the issue with the editor, he can withdraw the dispute and complete the project.
Otherwise, you should assume the editor is no longer working on your project, it will not be completed, and you should order from another editor.
I ordered the wrong quantity of images. Can I get a partial refund?
I ordered the wrong quantity of images. Can I get a partial refund?
If you ordered the wrong quantity of images, you can dispute the order up until the order is marked as Completed. We will review it within 1 business day and can issue a partial refund if applicable.
I don't see "Submit Dispute" in my menu options. Can I still dispute it?
I don't see "Submit Dispute" in my menu options. Can I still dispute it?
Once the vendor delivers an order, you have 3 days to:
Request Revisions
Dispute the project
Accept the delivered work
After 3 days, if none of the above actions are taken, the project will be automatically accepted and the status will be updated to Completed.
When a project is Completed, it cannot be disputed, refunded. or revised.