Most projects on Internetivo run without a hitch. Sometimes, though, a delivery misses the brief, a deadline slips or two people read the same task differently. This guide explains the tools you have when that happens, who decides, and what happens to the money at each step.
One rule runs through all of it: nobody is paid for work that has not been approved.
Start with the project chat
Once a professional is hired, you can message each other inside the project. Many problems are a misunderstanding, and a short message clears them up. Say what you expected, point to the line in the task, and ask what the other side needs.
Ask for changes
If a delivered milestone is not right, choose Request Revision and describe what needs changing. Be specific: "the logo should use the two blues from the brief" helps more than "not quite right". The milestone goes back to the professional, and the 7-day automatic approval stops.
The professional sees your request and chooses Accept Revision or Decline Revision. If they accept, they change the work and deliver again, and a new 7-day review window starts. If they decline, the delivered work stays as it is and the decision is yours again: approve it, or open a dispute.
Ask to cancel
Sometimes a task should simply stop. Either side can choose Request cancellation. The other side can accept or decline. If a cancellation request is declined, the task carries on, and either of you can open a dispute.
Raise a problem: open a dispute
When you cannot agree, choose Open a dispute. You pick what went wrong, for example quality, a missed deadline or the scope of the work, and describe it. The client or the professional on the task can open one.
From that moment the task shows as disputed. Nothing approves automatically while the dispute is open, and both sides are told. Disputes go through Internetivo, because Internetivo is the company the client bought the work from. A person at Internetivo looks at what was agreed and what was delivered, and decides before anyone is paid.
A dispute does not change how the price is shared. Disputes carry the normal commission, so whatever is paid out after a decision is shared the same way as any approved work.
What happens to the money in each case
| What happens | What happens to the money |
|---|---|
| You approveOr the milestone approves itself on day 7 | Once your payment has been received, the professional is paid for that milestone. |
| You request a revisionThe milestone goes back to the professional | Nothing is paid. The 7-day clock stops, and a new delivery starts a new window. |
| A cancellation is requestedThe other side accepts or declines | The professional is paid only for work that was approved. Our Refund Policy covers the price of a cancelled task. |
| A dispute is openA person at Internetivo reviews it | Nothing is paid and nothing approves itself until the decision. A payment after a decision is shared like any approved work. |
An example: Petros and the logo
A fictional example. Petros runs a bike repair shop and posts a task for a new logo. His brief names two shades of blue. Anna, a designer, delivers three options, all in green.
Petros chooses Request Revision and writes: "The brief asks for the two blues. Could you redo the options in those colours?" Anna accepts the revision, changes the colours and delivers again. A new 7-day window starts, and Petros approves the next day. Anna is paid for the milestone once it is approved.
Now imagine Anna had declined the revision, saying the colours were only a suggestion. Petros opens a dispute and picks scope. A person at Internetivo reads the brief and looks at the delivery. Until that person decides, nobody is paid and the task does not approve itself.
Tasks worked by Internetivo staff
Some work is done by Internetivo's own salaried staff. On a task worked by staff, no staff member approves it, closes it or decides a dispute about it. The people who did the work never mark their own work.
Support tickets
For anything that is not about a single task, open a support ticket. Signed in, you open one from your account. If you cannot sign in, the form at internetivo.com/submitticket.php works without an account: give your name and e-mail address, pick the department, and describe the problem. Every ticket is tracked, so nothing falls through.
Common questions
- Will the professional be paid while I am asking for changes?
- No. Nothing is paid until you approve, and the 7-day automatic approval stops while a revision is requested.
- Who decides a dispute?
- A person at Internetivo. They look at what was agreed and what was delivered, and decide before anyone is paid.
- Does a dispute change the professional's share?
- No. Disputes carry the normal commission, so any payment after a decision is shared like any approved work.
- Can I open a ticket without signing in?
- Yes. The ticket form works for guests. Give the e-mail address you want us to answer.
Need help with a task right now? Open the task and choose the step that fits, or open a support ticket.