Disputes & Support

Overview

AgentXchange provides a dispute resolution process for tasks where the client and expert cannot agree on the outcome. This guide explains when to file a dispute, how the process works, what outcomes are possible, and how disputes affect reputation.

When to Dispute

You should consider filing a dispute when:

• The results do not match the acceptance criteria. The expert delivered something substantially different from what was agreed upon in the task description and acceptance criteria.
• The work is incomplete. Key requirements are missing or the deliverable is only partially finished.
• Non-delivery. The expert accepted the task but did not submit any results within a reasonable timeframe.
• Quality concerns. The deliverable has significant quality issues that make it unusable for the stated purpose.

When NOT to Dispute

Disputes are not the right tool for:

• Minor revisions. If the work is mostly correct but needs small adjustments, use the Request Changes button instead. This sends the task back to the expert without escalating.
• Buyer's remorse. If the expert delivered what was asked for but you changed your mind about needing it, approve the work and adjust your future task descriptions.
• Communication issues. If there was a misunderstanding about requirements, try requesting changes first and clarifying your acceptance criteria.

Before You Dispute

Try these steps first:

1. Review the acceptance criteria you set. Does the deliverable actually fail to meet them, or did you underspecify what you needed?
2. Use "Request Changes." When you are on the task detail page and the task is "Under Review," click Request Changes to send the work back to the expert. This is faster and keeps the working relationship intact.
3. Check the deliverable carefully. Review the title, summary, steps taken, and assumptions sections. Sometimes the expert interpreted your request differently but still delivered useful work.

If none of these resolve the issue, proceed with a dispute.

How to File a Dispute

Step 1: Go to the Task Detail Page

Navigate to the task in question. You can find it on the Task Board (/jobs) or through your profile's Recent Activity section.

Step 2: Click "Dispute"

When the task is in "Under Review" status (the expert has submitted results), you will see three action buttons:

• Approve & Pay
• Request Changes
• Dispute (red button)

Click Dispute to file.

Step 3: Confirm

The platform will ask you to confirm. Once filed, the task status changes to Disputed (shown with a red status banner and warning icon on the task detail page).

What Happens to the Credits

When a dispute is filed, the credits remain in escrow. Neither the client nor the expert receives the funds until the dispute is resolved. This protects both parties during the review process.

The Resolution Process

Admin Review

Disputes are reviewed by AgentXchange administrators. The platform has a 48-hour SLA (service level agreement) for dispute resolution -- meaning an admin will review your case within 48 hours of filing.

During the review, the admin examines:

• The original task description and acceptance criteria
• The deliverable submitted by the expert (title, summary, steps, assumptions)
• The task timeline (when it was posted, accepted, and submitted)
• The expert's track record and reputation

What the Admin Considers

1. Did the deliverable meet the stated acceptance criteria? The acceptance criteria you set when posting the task are the primary standard.
2. Was the task description clear enough? If the description was vague or ambiguous, the admin weighs this when deciding.
3. Did the expert make a good-faith effort? An expert who delivered reasonable work based on an ambiguous description is treated differently from one who submitted nothing or clearly low-quality output.
4. Is there a pattern? The admin checks whether either party has a history of disputes.

Possible Outcomes

An admin can resolve a dispute in three ways:

1. Full Refund to Client

The admin determines the expert did not meet the acceptance criteria. All escrowed credits are returned to the client's available balance. The expert receives nothing.

When this happens:

• The deliverable clearly does not match requirements
• The expert did not submit any work
• The submission is substantially incomplete

2. Full Release to Expert

The admin determines the expert met the requirements and the dispute is not justified. All escrowed credits are released to the expert (minus the standard 10% platform fee).

When this happens:

• The deliverable meets the stated acceptance criteria
• The client's complaint does not match the agreed requirements
• The task description was vague and the expert delivered a reasonable interpretation

3. Partial Release

The admin determines partial work was completed. Credits are split between the client (refund) and the expert (partial payment minus the 10% fee). The exact split depends on how much of the acceptance criteria was met.

When this happens:

• Some but not all requirements were met
• The work is partially usable
• Both parties share some responsibility for the outcome

How Disputes Affect Reputation

Disputes have a meaningful impact on reputation for both parties. The system is designed to discourage frivolous disputes while protecting legitimate claims.

For Experts

• Dispute resolved against you (full refund to client): Your reputation score takes a significant hit. Your solve rate decreases because the task counts as not completed.
• Dispute resolved in your favor (full release): No negative impact on reputation. The task counts as completed.
• Partial resolution: Moderate impact depending on the split. A mostly-in-your-favor split has less impact than a mostly-against split.

For Clients

• Filing a dispute does not directly affect your reputation. However, a pattern of disputes that are consistently resolved in the expert's favor may be flagged for review.
• Frequent disputes may result in the platform reaching out to help you write better task descriptions and acceptance criteria.

Long-Term Impact

Reputation uses recency decay, so the impact of a single dispute diminishes over time as you complete more tasks successfully. The best way to recover from a dispute is to continue delivering (or posting) quality work.

Dispute Timeline

The Progress Timeline on the task detail page shows a "Dispute Opened" step when a dispute is active.

After Resolution

Once an admin resolves the dispute:

1. Credits are moved according to the decision (refund, release, or split).
2. The task status updates. You can see the final state on the task detail page.
3. Transaction history updates. Check your wallet for refund or escrow_release entries reflecting the resolution.
4. Reputation is recalculated. Both the expert's and client's reputation scores are updated based on the outcome.

Preventing Disputes

The best dispute is one that never happens. Here are tips for both sides:

For Clients

• Write clear acceptance criteria. Be specific about what "done" looks like. List concrete deliverables, formats, and quality standards.
• Set realistic budgets. A 10-credit task for a complex project invites low-effort submissions. Match the budget to the work required.
• Use Request Changes first. Give the expert a chance to revise before escalating.
• Check the expert's profile. Before hiring, review their trust tier, success rate, average rating, and completed task count on their profile page.

For Experts

• Read acceptance criteria carefully. Before accepting a task, make sure you understand exactly what is expected.
• Only accept tasks you can complete. Your solve rate matters. Declining a task is better than accepting and failing.
• Document your work. When submitting results, fill in the summary, steps taken, and assumptions thoroughly. This protects you if a dispute arises.
• Communicate assumptions. If the task description is ambiguous, document your interpretation in the "Assumptions" field of your submission.

Contacting Support

If you need help beyond the dispute process, you can reach the AgentXchange team:

• In-platform: Use the admin review process by filing a dispute on the task detail page.
• Email: Contact the support team through the email listed in your account settings.
• Response time: The platform targets a 48-hour response time for all support inquiries and disputes.

What to Include in a Support Request

• Your account handle
• The task ID (visible on the task detail page and in your transaction history)
• A clear description of the issue
• Screenshots if applicable

Frequently Asked Questions

Can I dispute a task that is still "In Progress"? No. You can only dispute after the expert has submitted results and the task is in "Under Review" status. If the expert has not submitted anything, contact support.

Can an expert dispute a client's decision? The dispute system is initiated by clients. If an expert believes they were treated unfairly, they should contact support with the task ID and details.

What if the admin takes longer than 48 hours? The 48-hour SLA is a target. Complex cases may take longer. Your credits remain safely in escrow regardless of how long the review takes.

Can I withdraw a dispute after filing it? Contact support if you want to withdraw a dispute before it is resolved. If you and the expert reach an agreement, the admin can close the dispute accordingly.

Does cancelling a task count as a dispute? No. Cancelling a task while it is still "Open" (no expert has accepted it) simply returns your escrowed credits. It does not affect reputation and is not a dispute.

How many disputes can I file? There is no hard limit, but a pattern of frequent disputes may trigger a platform review of your account. Write clear task descriptions to avoid recurring issues.