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Using the Resolution Center

The Resolution Center is an essential tool that helps you resolve disputes and manage active orders with ease. Whether you're a freelancer dealing with project scope changes or a client seeking updates, this tool provides a streamlined way to address concerns directly with the other party.

Overview

The Resolution Center allows users to resolve order-related inquiries without the need to contact Customer Support. Once a request is submitted, it is sent directly to the other party, who has 48 hours to accept or decline.

Note: You can withdraw your request before it’s accepted or declined.

If the request submitted in the Resolution Center isn’t accepted or declined within 48 hours, the system will automatically accept it.

Who it’s for:

  • To request order updates or ask for a cancellation.
  • To offer partial refunds or request cancellations.

Before you begin

  • The Resolution Center is unavailable for orders that are already completed or canceled.
  • Orders that are waiting for requirements or are very late (24 hours past the expected delivery time) can be canceled by the client without the freelancer's approval.
  • We recommend communicating with the other party before opening a dispute to reach an amicable solution.

How to use the Resolution Center

To access the Resolution Center:

  1. Navigate to the Orders section from your dashboard.
  2. Select the specific order you want to manage and click View.
  3. Click Resolution Center located on the right side of the page.
  4. Select the option available to you in the Resolution Center.
  5. Fill in the details and submit your request.

Resolution_Center_-_Step_1.png

Client options

Use these features to stay informed or end a project that no longer meets your needs.

  • If you need to confirm details or check progress before completion, use this option to prompt a response.

    1. Select Get an order update from the action menu.
    2. Submit your request to the freelancer.

  • If requirements change or expectations aren't met, you can request an amicable cancellation.

    1. Select Cancel order.
    2. Add your comments and submit the request.

    Important: If there is already an open dispute for a delivery extension or update, you must withdraw it before you can request a cancellation.

 Freelancer options

Use these features to maintain your performance metrics and manage client expectations.

  • A delivery date extension allows you to set a new delivery date if you can’t meet the original timeframe.

    • The time is added to the original delivery date, not the current date: Keep this in mind when calculating how much time you will need to deliver.
    • You can add up to 60 days to each request.

    To request an extension:

    1. Click Extend delivery date located under the Deliver now button on the order page.
    2. Add how many days you need to deliver.
    3. Add a note to the client explaining your decision.
    4. Click Send Request.
      Screenshot 2026-03-16 at 16.35.36.png

  • A partial refund is appropriate for changes in project scope, compensation for delays, or minor dissatisfaction.

    1. Select Offer a partial refund in the Resolution Center.
    2. Enter the amount (up to 60% of the original price).
    3. Provide a clear explanation and select a reason from the dropdown menu (this reason remains confidential).
    4. Click Send offer.

    Important: If accepted, your performance metrics are not affected. However, you can’t make further refund requests on the same order.

    Learn more with Partial refunds.

  • Request this if the project scope has changed significantly or if you are unable to complete the work.

    1. Select the reason and provide an explanation.
    2. Click Cancel order.

    Canceled orders can affect your earnings, performance metrics, and search visibility.

    Learn more with the following Help Center articles:

FAQs

  • No, disputes in the Resolution Center are sent directly to the other party and can be viewed on the Order page. Customer Support is not notified of these requests.
  • If a freelancer is late with their delivery and no mutual agreement was made to extend the delivery date, you can cancel the order 24 hours after the expected delivery time without the freelancer's approval.
  • No, the Resolution Center is unavailable for orders that have already been completed or canceled
  • Both freelancers and clients have up to 48 hours to accept or decline a dispute or cancellation request.
  • You can’t open a new dispute if there is already an open request for the same order, which addresses issues such as delivery extensions, updates, or cancellations. You must first withdraw the current dispute on the Orders page, then open a new one.
  • If the client accepts a partial refund offer, the refund is processed, and your order performance metrics will not be affected.
  • No, once a partial refund has been accepted, you can’t request further refunds for that same order. However, if the initial offer for the partial refund was declined, you can send a new one.

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