At Banigig, we aim to create a fair and professional environment for both buyers and freelancers. While most orders are completed successfully, misunderstandings or issues may sometimes occur. This guide explains how order disputes can be resolved and the steps both buyers and sellers should follow to reach a fair outcome.

1. Try to Resolve the Issue Through Communication

The first and most effective step in resolving any order dispute is clear communication.

If you encounter an issue with an order, we strongly recommend contacting the other party directly through the Banigig messaging system on the order page.

Common issues that can often be resolved through communication include:

The delivered work does not fully match the original requirements

Minor revisions or adjustments are needed

Delivery delays

Missing files or incomplete submissions

Misunderstandings about project details

Buyers should clearly explain the issue, and sellers should respond promptly and professionally to find a solution.

2. Request a Revision

If the order has already been delivered but changes are required, buyers may request a revision, provided that revisions are included in the seller’s gig.

To request a revision:

Go to your Orders page

Open the relevant order

Click Delivered Work

Select Request Revision

Describe the changes needed in detail

Sellers should review the revision request carefully and deliver the updated work within a reasonable timeframe.

3. Request a Refund or Cancellation

If the issue cannot be resolved through revisions or communication, buyers may submit a refund or cancellation request.

To submit a refund request:

Go to your Orders page

Open the relevant order

Click Delivered Work

Select Request Refund

Provide a clear explanation of the issue

Once submitted, the request will be reviewed by the seller or the Banigig support team depending on the situation.

4. When an Order May Be Cancelled

An order may be eligible for cancellation in situations such as:

The seller fails to deliver the order within the agreed delivery time

The delivered work significantly differs from the gig description

The seller becomes unresponsive for an extended period

Technical issues prevent order completion

A violation of Banigig’s Terms of Service is identified

Each request is reviewed individually to ensure fairness for both buyers and sellers.

5. Important: Order Marked as “Delivered Complete”

If a buyer marks the order as “Delivered Complete”, it means the buyer confirms that the work has been received and accepted.

⚠️ Once an order is marked as “Delivered Complete,” refund requests are generally no longer possible.

For this reason, buyers should carefully review the delivered work and ensure everything meets their requirements before confirming completion.

If buyers have concerns about the delivered work, they should request a revision or contact the seller before marking the order as completed.

6. Escalating the Dispute to Banigig Support

If both parties cannot reach an agreement, the dispute can be escalated to Banigig Support.

The support team will review:

Order details and requirements

Communication between buyer and seller

Delivered files and attachments

Platform activity related to the order

Based on this review, Banigig may take actions such as:

Approving a refund

Cancelling the order

Requesting additional revisions

Taking action against accounts violating platform policies

All decisions are made with the goal of maintaining a fair and trusted marketplace.

7. Refund Processing

If a refund is approved:

The refunded amount may be returned to the buyer’s Banigig balance for future purchases.

In certain cases, refunds may be processed back to the original payment method, depending on the payment method and eligibility.

Refund processing times may vary depending on the payment provider.

8. Tips to Avoid Order Disputes

To reduce the chance of disputes, we recommend the following best practices:

For Buyers

Provide clear and detailed project requirements

Review the seller’s gig description and portfolio carefully

Carefully review delivered work before marking the order as Delivered Complete

For Sellers

Deliver work according to the gig description

Communicate proactively if delays occur

Ask questions if project requirements are unclear

Maintaining professional communication and clear expectations helps ensure successful orders.