Disputes: what happens when something goes wrong

Opening a dispute

Either side can open a dispute from the payment or job page. The moment it opens, the escrow freezes: nobody can release, refund, or withdraw the money until the dispute is decided. That freeze is deliberate - it keeps the money safe while things are sorted.

How it is decided

Both sides submit their version with evidence: the agreement, messages, photos, invoices. Our team reviews it against what was originally agreed and works with you both toward an outcome you accept. We work to an internal 5-day resolution target - far tighter than external schemes - and the admin desk tracks every open case against it.

We move the money on an instruction you both agree to, or on a court order. wlbr holds your money; it does not sit in judgement on your contract, and it will not hand your payment to the other party on its own view of who is right. If you cannot agree, the money stays frozen and protected while FSCL or a court settles it - which is a slower answer than a ruling from us, and a far safer one.

Possible outcomes

• Release - the money pays out to the seller, in full or in part.
• Refund - the money returns to the buyer's bank account, in full or in part.
• Split - the escrow is divided between both sides.
• Dismiss - the dispute is closed and the normal flow resumes.

If you disagree with the outcome

wlbr is a member of the FSCL dispute resolution scheme (membership 9690). If you are not satisfied with how a dispute was handled, you can escalate to FSCL - an independent, free external scheme - after our internal process completes.