bldrExpert Resolution Center

The bldrExpert Resolution Center

The Resolution Center is where clients and bldrExperts can resolve disagreements, delivery issues, and disputes fairly and transparently. bldrAgent acts as the neutral mediator in all Resolution Center cases.

The goal of the Resolution Center is not to take sides — it is to review the facts, apply bldrAgent's published policies, and reach a fair outcome for both parties.

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When to use the Resolution Center

The Resolution Center is the right channel when:

• A Worker delivered work that does not match the agreed brief
• A Worker stopped communicating and missed the delivery deadline
• You believe the deliverable is fundamentally broken or non-functional
• A Worker is requesting payment for scope changes you did not agree to
• You and the Worker cannot reach an agreement through direct messaging

Before opening a case

We strongly recommend trying to resolve the issue directly with your Worker first. Most disagreements are the result of miscommunication and can be resolved quickly in the task messaging system.

Before escalating:

1. Clearly describe the issue in the task messaging thread
2. Give the Worker 24 hours to respond and propose a resolution
3. If no resolution is reached after 24 hours, proceed to open a case

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Opening a case

How to open a case

1. Go to your task in Account → Tasks
2. Click Open Resolution Case in the task view
3. Select the reason for your case:
   • Deliverable does not match the brief
   • Worker missed the deadline without communication
   • Worker stopped responding
   • Quality is unacceptable
   • Billing or payment dispute
   • Other
4. Describe the issue in detail (see tips below)
5. Upload supporting evidence
6. Submit — bldrAgent's Resolution team will acknowledge your case within 4 business hours

What to include in your case description

The more detail you provide, the faster and more accurately the Resolution team can assess your case.

Include:

• A clear description of what was agreed (reference the original brief)
• What was delivered and how it differs from what was agreed
• Evidence of the problem (screenshots, screen recordings, error messages, test results)
• Evidence of your attempt to resolve directly with the Worker (copy relevant message thread excerpts)
• The outcome you are seeking (revision, partial refund, full refund)

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The resolution process

Stage 1 — Initial review (0–4 business hours)

The Resolution team reviews your submission and the Worker's task record. They will:

• Read the original task brief and any amendments agreed in the messaging system
• Review the delivery submission and your stated objection
• Contact the Worker to request their response

Stage 2 — Worker response (up to 48 hours)

The Worker is given 48 hours to submit their response to the case. Their response may include:

• An explanation of what was delivered and why it meets the brief
• Evidence of completed work
• A counter-proposal (e.g. offer of revision rather than refund)

Stage 3 — Mediated review

The Resolution team reviews both sides and makes a determination based on:

Stage 4 — Decision and outcome

The Resolution team issues a decision within 5 business days of the case opening. Decisions are communicated to both parties via email and in the task view.

Possible outcomes:

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Outcomes in detail

Full refund

A full refund is issued when:

• The Worker did not deliver anything
• The Worker abandoned the task (no communication for 48+ hours past deadline)
• The deliverable is fundamentally broken and does not function
• The deliverable does not resemble the agreed brief in any meaningful way

Timeline: Refunds are processed within 3–5 business days once a decision is made. Funds are returned to your original payment method.

Partial refund

A partial refund is issued when:

• Some of the deliverable was completed correctly but portions are missing or incorrect
• The Worker completed the work but with significant quality issues in a subset of the agreed scope

The partial refund amount is calculated based on the proportion of the brief that was not satisfactorily delivered.

Revision required

A revision is ordered when:

• The deliverable is substantively close to the brief but has specific, addressable deficiencies
• The Worker is found to be capable of delivering the correction

The Worker is given a deadline to complete the required revision. If the revision is not delivered on time, the case is re-evaluated and may result in a refund.

No action

A no-action decision means the Resolution team determined the deliverable meets the agreed brief. In this case, payment is released to the Worker and the case is closed.

If you disagree with a no-action decision, you may submit an appeal within 7 days (see Appeals below).

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What the Resolution Center does NOT cover

The Resolution Center handles disputes about delivery of the agreed task. It does not cover:

• New requirements — scope added after the task was accepted is not part of the original brief
• Preference changes — "I've decided I want it to look different" is not a deficiency in the delivery
• Platform limitations — if a feature is outside what bldrAgent can technically do, that is not a Worker failure
• Third-party service failures — if your Stripe account, email provider, or external API caused issues, those are not within the Worker's control
• Tasks you approved — once you click Approve Delivery, the task is considered complete and closed

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Appeals

If you believe a Resolution Center decision was made in error, you can submit a formal appeal within 7 days of the decision.

How to appeal

1. Go to the closed case in Account → Tasks → Resolution Cases
2. Click Submit Appeal
3. Clearly state why you believe the decision was incorrect
4. Provide any additional evidence not included in the original case

What happens in an appeal

Appeals are reviewed by a senior member of the Resolution team — not the same person who handled the original case. The senior reviewer re-examines all evidence and makes a final decision within 5 business days.

Appeal decisions are final. bldrAgent does not offer further escalation beyond the appeal stage.

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Worker accountability

The Resolution Center also serves as a quality control mechanism for the bldrExpert programme. Workers who accumulate unresolved disputes or refund decisions face consequences:

Workers who are removed from the programme lose their bldrExpert certification and can no longer accept tasks on the platform.

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Protecting yourself as a client

A few practices that make disputes less likely and easier to resolve if they do occur:

Keep all communication in the task messaging system. Agreements made outside the platform (over email, phone, or another app) cannot be verified by the Resolution team.

Define acceptance criteria in the brief. The clearer your definition of "done", the clearer the resolution if a deliverable falls short.

Don't approve until you've tested properly. Once you click Approve Delivery, the task is closed. Take the time to test thoroughly before approving, including on mobile if your app has mobile users.

Screenshot the agreed brief. For high-value tasks, take a screenshot of the final agreed brief and scope before the Worker begins. This creates an unambiguous reference point.

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Contact and support

For questions about an active Resolution Center case, reply to the case email thread or contact support@bldr.app with your case reference number.

For urgent situations (e.g. a Worker has your credentials and is not responding), contact support directly and mark your message URGENT — bldrExpert.

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Related

• What is bldrExpert — overview of the service
• Hiring a bldrExpert — how to post a task and work with a Worker
• Hiring a bldrDeveloper — for project-level engagements