arabic title
-
What is the Jaser Dispute Resolution Center?
What is the Jaser Dispute Resolution Center?
The Center settles any disputes that have arisen between the parties, at the request by one of the parties. The Dispute Resolution Team performs comprehensive analysis of the matter and reviews the correspondence between the parties and any evidence submitted.
-
Who handles a dispute and whether the impartiality is ensured?
Who handles a dispute and whether the impartiality is ensured?
The role of the Dispute Resolution Team is to take all necessary actions to resolve the case in an impartial, fair and evidence-based way.
-
Can the Dispute Resolution Team decide on the quality of the work delivered?
Can the Dispute Resolution Team decide on the quality of the work delivered?
For disputes concerning the quality of the delivered work, the Dispute Resolution Team will consider whether the freelancer met general quality standards as defined in the project description. However, assessments on quality requiring subject matter expertise will not form part of the verdict.
-
Can a losing party file for reconsideration of the verdict?
Can a losing party file for reconsideration of the verdict?
No. All dispute verdicts are final, binding and irreversible.
-
Are there any reviews of either party to be performed?
Are there any reviews of either party to be performed?
Yes, both the Freelancer and the Client are reviewed for their performance. On the basis of their ratings, they can enjoy different perks. In case of winning or losing the dispute, the rating will be impacted too.
-
What is the impact of dispute loss on the losing party’s ranking and scoring?
What is the impact of dispute loss on the losing party’s ranking and scoring?
The losing party will get up to 10% negative ranking or equal to a bad review (i.e., zero star review feedback). The ranking for the winning party will not be impacted.
-
What if I missed the deadline?
What if I missed the deadline?
Dispute resolution service is available if the last payment on a contract was within the previous 30 days, or as long as funds are held in escrow on a fixed-price contract.
-
What if my issue is not listed on the Options Menu?
What if my issue is not listed on the Options Menu?
In that case, use the option that closely describes your issue and provide an explanation why it is so.
#1: File a Dispute/Select from Options Menu
In the case of parties’ inability to amicably settle any disagreements and/or misunderstandings with reference to the service provision at Jaser Freelancing Platform (hereinafter referred to as:’’Platform’’), both the Service Provider (hereinafter referred to as: ‘’Freelancer’’ and Service Seeker (hereinafter referred to as: ‘’Client’’) can choose to have their dispute resolved by the Jaser Dispute Resolution Team (hereinafter referred to as: ‘’Team’’). If either party decides to file a dispute, s/he selects a section Create Disputes and a specific issue from the Options Menu. The Options Menu provides a list of most common disputes that may arise between the parties. Apart from selecting one of the options enlisted, the party filing the dispute can add description of the specific issue in question, as well as greater details and the reasoning behind his/her decision to initiate the dispute. The rights and obligations as well as any pending payments remain on hold until the issue is resolved.
#2: Review by Jaser Dispute Resolution Team
Upon receiving the request for resolving the dispute by one of the parties, the Team will thoroughly review the request and inform the other party within 72 hours. In order to proceed with the dispute resolution, there are three potential scenarios depending on either acceptance or rejection of the dispute by another party.
If the other party accepts the dispute at hand, the disputed amount will be transferred to the party who initiated the claim. Accordingly, neither of the parties will receive any negative feedback and they can still leave a review/feedback on each-other’s profile.
If the other party rejects to fulfill the obligation and challenges the dispute, s/he has to provide reasoning for such action. Accordingly, a Team of three administrators will review and decide on the matter upon gathering all the relevant and necessary information. The outcome of the dispute will impact both party’s ranking on the Platform, depending on the success.
In case another party fails to respond in due time which is 72 hours, s/he will automatically forfeit the dispute and the disputed amount will be transferred to another party.
#3: Dispute Resolution Procedure and Timeframe
Our Team of dispute specialists will assess parties’ submissions and reach a dispute decision within 5 to 7 business days. Following a comprehensive analysis, the Team will render a decision in the form of report to be delivered to both parties. The dispute will be resolved based upon the evidence provided or that is otherwise available to the Team, including, but not limited to the project description, workstream and correspondence between the parties.
In case any additional evidence or correspondence is required, the Team can request it from either party and each party has to file the needful within 72 hours. Upon expiry of the deadline, no further evidence will be accepted by either party.
Until the matter is resolved, all the payments will be placed on hold. Once a verdict is reached and depending on the winning party, the disputed amount will be either credited towards the Client or released to the Freelancer.