As a general rule at Workana, when the project is in the execution phase - clients have 5 business days to analyze the material received and send comments to the freelancer.
So, as a freelancer, if you identify that the client has stopped responding for more than 5 business days, you can contact us to inform about the current situation. The recommendation is to use the contact form available at www.workana.com/contact
From support, we will send an alert to the client asking them to return to the platform to continue the project until the end. In the message that we send to the client, a deadline is provided and from this alert on, the customer has until 48 business hours to contact the freelancer.
In case the customer does not provide any return the message within 48 business hours, we request you contact us again by email so that we can immediately place the project in arbitration. Our team will decide how the project will be closed.
If the project really needs to go to the arbitration process because the client stopped responding after all these deadlines. It will work like this:
- Our team will analyze the information recorded in the project history, evaluating what was requested since the beginning of the project and all the messages exchanged on the platform (including the deliverables that were made).
After analyzing all the information, the decision will be made regarding what to do with the funds that are still under guarantee.
You will receive an email from our team, requesting to go into depth and detail certain information relevant to the development of the arbitration process.
Once your answer is sent, the arbitration will have a term of 5 to 7 business days.
Important: Keep in mind that projects with a value of up to 30 USD will be automatically arbitrated by the platform, resolving at a percentage of 50% for the client and 50% for the professional.
More information here.