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DISPUTE RESOLUTION CENTRE

The Dispute Resolution Service is offered by errandworld.co.za to
users who wish to contest the return or release of an existing
Payment. If an issue arises wherein you wish to negotiate the
return or release of a Payment, you

In all circumstances, we still encourage users to resolve project issues or disputes between themselves rather than use this service. It is provided only as a last resort should parties be unable to reach an agreement.

HOW TO FILE A DISPUTE

Either of the parties has the option to file a dispute by going to the Disputes page, And click FILE A DISPUTE.

To file a dispute, follow these steps:

Stage 1
At this point, the party who creates the dispute will specify the relevant details of their case and the amount that they are willing to pay (as the Errander) or accept (as the runner).

Erranders should specify the amount that they are willing to release to their runner. If you are the Errander and you want to get the full amount back, specify the amount you are willing to pay.

Runners, on the other hand, specify the amount that they want to receive. If you are the runner and you wish to be paid the whole amount, specify the full amount of the Payment.

Runners are given 4 days to respond to their Errander’s dispute. , on the other hand, are given 7 days to respond to their freelancer’s dispute. If the other party fails to respond, their claim on the payment will be forfeited and the party who filed the dispute (disputing party) will win.

Note: Be careful when typing the amount you want to settle on as you can no longer increase it in the future.

Stage 2
If the other party responds within the given timeframe and makes an offer, both parties will then have to provide evidence and present their arguments.

Erranders should specify the amount that they are willing to release to their runner. If you are the Errander and you want to get the full amount back, specify the amount you are willing to pay.

The dispute will remain in this stage unless the disputing party cancels the dispute, the other party accepts the offer of the disputing party, or one or both parties escalate the dispute to Arbitration.

Any of the two parties may escalate the dispute by paying the arbitration fee, which is R50 or 5% of the disputed amount, whichever is higher. This option to pay the fee will only be available to either party after a certain interval: Errander 4 days; runner 7 days.

Note: The arbitration fee will be refunded to the winner of the dispute.

Stage 3
Once the arbitration fee is paid (regardless who did it first), the other party is given only 4 days to do the same. Otherwise, the payer wins the full disputed amount and gets back the arbitration fee. At this stage, both parties are given their last chance to submit evidence and claims. If the other party also pays the arbitration fee, the dispute will continue on to Arbitration.

Stage 4
At this point, the Arbitration Stage is in effect. Further evidence is no longer accepted from then on out. Errandworld.co.za will investigate submitted evidence to determine which party should receive the payment.

Before entering Arbitration, both users are informed that all dispute verdicts are final , binding, and irreversible. There are no provisions for reconsideration once a verdict is made.

We encourage users to resolve disputes between themselves. But if both parties are unable to reach an agreement, this service is a good alternative to straightening out the conflict.

This Policy sets out the dispute process to be followed when a Runner and an Errander who have used the Payment system elect to use to the Dispute Resolution process to resolve a dispute between them.

I accidentally clicked on the wrong button/typed the wrong amount! Could you change it back

No. All actions made on the dispute system are final, binding, and irreversible. You are advised to be very careful when pressing a button or typing an amount.

If you are unsure about what to do in your dispute, feel free to contact our Support team

I lost the dispute! Can I file for reconsideration?

No. All dispute verdicts are final, binding, and irreversible.

To file a dispute, follow these steps:

The Errand World Payment System cultivates confidence between the Errander and the runner. The Errander knows that the money is in safe hands and that he should only release it if the freelancer completes the project. The runner will feel secure knowing that there’s a guaranteed payment once the job gets done.

Our constant advice to employers is to NEVER release any Payment until fully satisfied with the outcome of the project. If there are still some aspects for improvement, it is best to work it out with the runner to get the desired results.

The Errand World Payment System has an important security measure called the Dispute Resolution Service (DRS). In the unfortunate event that a project fails (e.g. the Errander stops communicating or the runner submits substandard work), any of the users can dispute the project’s pending. The idea is that the two parties can put their own claim on the money by providing evidence and presenting arguments.

The dispute team

Both parties of the Dispute case can elect to have their dispute arbitrated by the Dispute Team. The role of the Dispute Team extends to making all actions necessary to resolve the case in an impartial and evidential manner. You acknowledge that the verdict of the Dispute Team is final, binding, and irreversible.

Erranders

Once a dispute is opened, an Errander is given 7 days to respond to it. Otherwise, they will automatically lose the dispute and the pending Milestone will be transferred to the runner’s account.

Runners

Once a dispute is opened, a runner is given 4 days to respond to it. Otherwise, they will automatically lose the dispute and will be returned to the Errander’s account. Dispute Resolution Process

Erranders should specify the amount that they are willing to release to their runner. If you are the Errander and you want to get the full amount back, specify the amount you are willing to pay.

The dispute will remain in this stage unless the disputing party cancels the dispute, the other party accepts the offer of the disputing party, or one or both parties escalate the dispute to Arbitration.

Any of the two parties may escalate the dispute by paying the arbitration fee, which is R50 or 5% of the disputed amount, whichever is higher. This option to pay the fee will only be available to either party after a certain interval: Errander 4 days; runner 7 days.

Note: The arbitration fee will be refunded to the winner of the dispute.

Stage 3
Once the arbitration fee is paid (regardless who did it first), the other party is given only 4 days to do the same. Otherwise, the payer wins the full disputed amount and gets back the arbitration fee. At this stage, both parties are given their last chance to submit evidence and claims. If the other party also pays the arbitration fee, the dispute will continue on to Arbitration.

Stage 4
At this point, the Arbitration Stage is in effect. Further evidence is no longer accepted from then on out. Errandworld.co.za will investigate submitted evidence to determine which party should receive the payment.

Before entering Arbitration, both users are informed that all dispute verdicts are final , binding, and irreversible. There are no provisions for reconsideration once a verdict is made.

We encourage users to resolve disputes between themselves. But if both parties are unable to reach an agreement, this service is a good alternative to straightening out the conflict.

This Policy sets out the dispute process to be followed when a Runner and an Errander who have used the Payment system elect to use to the Dispute Resolution process to resolve a dispute between them.

What is the dispute process for Hourly jobs?

Hourly jobs can result in a dispute, but do not qualify for a dispute call or arbitration. If a dispute is filed on an Hourly job, Errand World will review the dispute request and determine, in its sole discretion, whether the time billed qualifies for payment. The number of hours billed must be within the hours authorized for the week.

Please note:

The client must have a valid payment method established and agree to automatically pay for hours billed (except those hours the client identifies as not related to the job requirements or client instructions).

What is the dispute process for Fixed Price jobs?

Errand World Dispute Assistance is available for Fixed Price jobs managed within the Errand World platform that have funds still held in Errand World Wallet or released from the wallet within the past 30 days. Either party can file a Dispute within this time frame. Errand World Dispute Assistance is a three step process:

Step 1:

Member Resolution - both parties attempt to find a resolution independently by documenting the disagreement and the expected outcome using the Dispute Notice form.

- After filing a Dispute Notice form, there is a 2-business day “Member Resolution” period for parties to reach an agreement. After these 2 business days, Errand World will check the status of the dispute and if both parties are still in disagreement, Errand World will contact both parties with next steps.

NOTE: Errand World will send all communication surrounding a dispute to the registered email address on file at the time the dispute was submitted. You may check the "Settings" section of your account to view the registered email address. We ask that you respond to the ticket that is assigned to the dispute to prevent any delays.

- The complainant should select the Project and the Milestone payment or payments to be disputed. A User could contest all the Milestones related to a single project in one dispute.

- After which, a description of the issue and an explanation of why the dispute is being opened should be given. From this stage until Stage 3, users are encouraged to attach any files that could support their claims.

- Finally, the complainant is requested to enter the amount he or she is prepared to pay for the Project (if a Buyer) or wish to get paid for the Project (if a Seller). The amount could be between 0 and the total amount of the Milestone Payment(s) in question.

Step 2:

Dispute Call – if an agreement is not reached during the Member Resolution stage, and the job qualifies for Dispute Assistance, Errand World will attempt to schedule a dispute call with an Errand World facilitator and both parties to discuss a mutual resolution. At this stage, either party can negotiate for partial compensation, or (after a period of time) choose to have Freelancer’s Dispute Team arbitrate the dispute. Both parties will have the opportunity to tell their side of the story and also negotiate terms to resolve the issue between themselves.

- Only the party who originally filed for the dispute can cancel the dispute. If the issue cannot be resolved through negotiation, either party can choose to pay the Arbitration Fee to have the dispute arbitrated by the Dispute Team. The Arbitration Fee will be refunded if the dispute is either settled through mutual agreement or cancelled before reaching arbitration.

- After one of the involved parties has paid the Arbitration Fee, the other party has 4 days to also pay the fee. Either party still has the option in this period to negotiate with the other party.

- If the responding party does not pay the arbitration fee within the 4 days, the result will be in favour of the party who escalated the dispute into arbitration first.

- If a solution is found before the responding party pays the fee, the party who paid the Arbitration Fee will be refunded this fee.

Stage 3
The last stage where both Users can submit their final evidence to support their case. After Stage 3, the involved parties are no longer allowed to submit evidence. The dispute will be resolved based upon the evidence provided through the Dispute System, or that is otherwise available to the Dispute Team, such as the project description and correspondence between the parties.

- Once the dispute has proceeded to Stage 4, further evidence will no longer be accepted.

Step 3

Arbitration – If an agreement is not reached on the Dispute Call, one or both parties do not attend a scheduled call, or a call cannot be scheduled due to lack of availability by both parties, either party has the right to move to Arbitration.

NOTE:
Errand World will release EW funds to the responding party in cases where there are funds held in EW wallet and the other party is non- responsive to the Dispute Assistance process and communications.

Evidential Requirements for Your Dispute

Should you elect to have the Dispute Team arbitrate your dispute, you agree to allow the Dispute Team to read all correspondence made on the Site and download or access, and test (if necessary), all uploaded files, programs, and websites related to the dispute for the sole purpose of having your dispute resolved.

You are highly encouraged to submit all the documents that would support your claims on your dispute.

Submit e-mail correspondences as screenshots or as *.eml files. If submitting screenshots, ensure that the “To”, “From”, and the “Date” bar is visible. E-mail correspondences sent in *.txt or *.doc or any word processing software will not be honoured. For proof of external correspondence, users should provide screenshots of their entire unedited conversation.

IM (instant messenger) conversations should be submitted as screenshots of the conversation from the IM software. Correspondences sent in *.txt, *.doc, or any word processing software will not be honoured.

Provide the products, contracts, and other files relating to the project and the dispute.

Errandworld will retain the confidentiality of the project and the privacy of the involved users and will not release the collected information to any party unless required by law.

What can I do to protect myself in case there is a dispute?

Both clients and Runners should take the following measures to protect themselves in the event of a dispute:

  • Clients should only release funds once you have had the chance to inspect and accept the work and make sure these release conditions are clearly specified and agreed to up front. It is not recommended to release an upfront payment to begin a job. Once funds are released from the EW wallet, Errand World cannot issue a refund without consent from the Runner who was paid.
  • Runners should not begin work until funds are held securely by Errand World. Make clear the conditions under which work will begin.
  • Use the Errand World Work System: Define very clear milestones as checkpoints on job quality and progress. Payments can be tied to these milestones. These milestones are defined in the Terms step just before you award the job to the Runner.
  • Communicate using Errand World. This assures your Workrooms have a record of communications that will be referenced in the case of a dispute.
  • Require your runners to submit weekly status reports through Errand World. If a runner submits a Status Report as Complete and you do not agree with the work supplied, you must file a dispute or modify the business terms within 30 days of the Status Report in order to prevent the funds from being auto released to the runner per the ‘Errand World Auto Release’ policy.
  • Runners should always indicate current job status and highlight any issues that may impede your progress in the weekly status report.
  • Keep your Terms up-to-date. If the schedule, scope, or amount changes, be sure to update the Terms on Errand World.F

Remember, this is the official agreement between both parties that will be referenced in the case of a dispute. If you cannot agree on updated Terms, then it may be an indication that you have a dispute.

What is Arbitration?

If the first two steps of Errand World Dispute Assistance do not reach a conclusion, the case should proceed to Arbitration as a final step. Arbitration lets you receive final judgment on your disagreement from an independent third party. It is typically far less expensive than court and the judgment is enforceable in a court of law. Errand World will adhere to the arbitration judgment and require that both parties abide by the ruling regarding the refund or release of funds held in EW wallet and any other considerations.

When solving disputes please note that Errand World:

  1. Will not be an inter-mediator between the runner and Errander.
  2. Will award payment to the deserving party.
  3. Errand World does not refund the service fee changed to the Errander.

Errand World does is not held responsible for any theft taken place in an Errander’s house.

Errand World does not employ runners.

Errand World is only responsible for the smooth floor of errands posted by the Errander and the release of funds after the job has been marked as complete.