A documented path when a project goes wrong

Resolution process

1. Keep communication in the project.

   Describe the concern clearly and avoid moving important evidence outside Verified Pros.

2. Open the dispute.

   Use the Job Shield project action when available. Include scope, dates, messages, photos, change orders and requested resolution.

3. Preserve the payment state.

   Eligible protected funds should remain documented while the dispute is reviewed. A record is not the same as live escrow unless the approved processor confirms it.

4. Review and respond.

   Authorized administrators review platform records and may request additional evidence from either party.

5. Record the outcome.

   Possible outcomes include continued work, revised scope, partial adjustment, cancellation, refund record, release record or closure without adjustment.