Open a dispute

If a job went wrong, open a dispute from the booking page. The payment is frozen and a real person on the CouthActs team reviews it.

Who it's for: Customers and providers on a booking whose payment is still held.
What you need first: The booking's payment hasn't been released yet.
Photos, messages or anything else that shows what happened.
Time needed: About 5 minutes

How a dispute works

Steps

Screenshots show the website with demo data. The CouthActs apps work the same way; differences are under “On the app”.

Step 1: Open the booking.
Step 2: Select File a dispute (during the 24-hour hold it's Raise a problem).
Step 3: Choose a Reason.
Step 4: Describe what happened in Description.
Step 5: Select Submit dispute.

What happens next

The payment stays frozen while the CouthActs team reviews the dispute. Keep your photos, receipts and messages ready: the team may ask either side for them. The decision can be a full refund, a full release or a split, and you're told when it's resolved.

Common problems and fixes

I don't see the dispute button.

Disputes can be opened only while the payment is held. Once it's released, make a Protection claim if you bought protection, or contact support.

How long does it take?

Each dispute is reviewed by a person and takes as long as the facts need. You're notified as soon as there's a decision.

Should I give the PIN if goods are damaged?

No. Open a dispute before you share the PIN, so the damage is on record at handover.

On the app

iPhone: In the booking, tap Raise a problem or Open dispute while the payment is held.
Android: In the booking, tap Raise a problem or Open dispute while the payment is held.
Apple TV: Apple TV shows a QR code (Raise a problem) to do this on your phone.