If you have delivered your work and the client has rejected the deliverables or requested revisions, it is important to first understand the reasons for the rejection and try to find a solution that allows the project to be completed according to the agreed terms.
At Workana, we recommend maintaining clear communication with the client, reviewing the feedback received, and making the necessary adjustments when they fall within the scope of the project.
All communications, agreements, revision requests, and deliverables should be documented on the platform.
However, if you have made several attempts without reaching a satisfactory result, or if it is not possible to complete the project in full, there are alternative ways to try to resolve the situation by mutual agreement.
1. What should you do when the client rejects your deliverables?
When you receive a revision request, we recommend following these steps:
- Review the reasons for the rejection: Ask the client which aspects of the work do not meet their expectations and what changes they consider necessary.
- Review the original agreement: Check that the requirements, project scope, and delivery conditions match the accepted proposal and the agreements recorded on Workana.
- Make the necessary revisions: If the requested changes are part of the agreed work, try to incorporate them and submit the materials again through the project.
- Keep a record of your progress: Document your deliveries, revisions, and the client's responses in the project chat.
⚠️ It is important to distinguish between revisions needed to meet the agreed requirements and requests that expand or change the original scope. If the client requests additional work, discuss it with them and document the new agreement before proceeding.
2. What happens if it is not possible to complete the project in full?
If, after several attempts, you are unable to complete the project according to the agreed terms, we recommend discussing the situation with the client to determine whether an alternative solution is possible.
For example, you can explore whether the project can be partially completed, taking into account the progress made, the materials actually delivered, and the scope of work that could be completed.
If both parties agree, they can negotiate the project's closure and the distribution of the funds available in escrow, considering the work performed and the applicable conditions.
Important: The client is not obligated to accept a partial delivery or release a specific amount. Any agreement must be accepted by both parties and handled through the mechanisms available on Workana.
If you cannot reach an agreement, you can use the platform's dispute resolution process.
3. How do Mediation and Arbitration work?
If you cannot resolve the issue directly, two stages may help resolve the dispute in fixed-price projects.
Mediation: Trying to reach an agreement
Mediation is a negotiation process in which the client and the freelancer can try to agree on how to conclude the project and distribute the funds available in escrow.
This process is free of charge and allows both parties to explain their positions and seek a mutually acceptable solution.
During the negotiation, it is important to clearly explain what work was completed, which deliverables were submitted, what revisions were attempted, and why it was not possible to complete the project.
I want to cancel my project and refund the client the full available amount
https://help.workana.com/hc/en-us/articles/360041978133-I-want-to-cancel-my-project-and-refund-the-client-the-full-available-amount
Arbitration: When no agreement is reached
If Mediation does not lead to an agreement, either party can request Arbitration so that Workana can review the case and determine how the project will be resolved and what percentage of the escrow funds each party will receive.
To make a decision, the team will review the available information, including:
- The accepted proposal, project scope, and agreed deadlines.
- Partial and final deliverables submitted through Workana.
- The client's feedback, revision requests, and any revisions made.
- The message history and agreements recorded throughout the project.
For this reason, it is essential to keep all relevant work, communications, and agreements documented on Workana. External conversations or materials that have not been recorded on the platform may not be considered valid evidence in the decision-making process.
⚠️ Please keep the following Arbitration conditions in mind:
- The service costs USD 10, which must be paid by the party requesting Arbitration.
- The fee must be paid within 96 hours of the request. If payment is not made within this period, the Arbitration is automatically canceled, and the project returns to the “Working” status.
- For projects with a budget below USD 30, an automatic process applies in which 50% of the disputed funds is allocated to each party.
How does Arbitration work for freelancers if you have already delivered your work?
After Arbitration, the parties cannot rate each other for that project.
4. How can you protect your work?
To help prevent issues and make it easier to resolve disagreements, keep these recommendations in mind:
- Keep all project-related communication on Workana.
- Document your progress and submit deliverables through the project.
- Keep a record of revisions and the client's feedback.
- Before starting work, make sure you understand the agreed scope, requirements, and deadlines.
- If difficulties arise that prevent you from completing the work, inform the client as soon as possible and document the situation.
🎯 Each case is reviewed individually, taking into account the agreements between the parties, the progress of the project, and the verifiable information available.
If you need guidance, you can contact our Support Team through the Workana Help Center.