Refunds, disputes and what support can actually do
When money can be refunded, how to open a dispute, what evidence matters, and what is out of scope.
Escrow exists so that most problems are solvable. What can be done depends entirely on whether the money has been released yet.
| Situation | What is possible |
|---|---|
| Paid, work not started | Cancel and resolve the escrowed funds |
| Paid, draft submitted, brand unhappy | Revision, renegotiation, or a dispute on the escrowed funds |
| Live URL submitted, brand refuses to release | Dispute. The approval record and live post decide it |
| Payment already released | Cannot be clawed back unilaterally. The two parties must agree |
| Barter, gifted or affiliate work | No cash was escrowed, so there is nothing to refund. Disputes are about deliverables only |
Opening a dispute
- 1
1. Raise it in the collab thread first
Most disputes are misread expectations and resolve in one message. It also creates the record.
- 2
2. Be specific
"The approved draft had the product in the first 3 seconds, the live post does not" is actionable. "The content is bad" is not.
- 3
3. Open the dispute
Brands can use Resolution. Either side can contact support with the collab ID.
- 4
4. Provide evidence
The brief, the approved draft, the live URL, and the chat. All of it is already on the collab if you kept the conversation there.
Support cannot rule on things it cannot see
Deals agreed over DM, WhatsApp or a personal email have no record on Elev8or. There is no dispute path for them. Keep negotiation in the collab chat.
Subscription refunds
Subscriptions are billed for a period, and the refund policy applies. Cancelling stops the next renewal, it does not retroactively refund the current period. Credits already granted for the period stay usable until the period ends.
Do not file a bank chargeback first
A chargeback freezes the account while the bank investigates, which stops the very payout or refund you were chasing. Message support first, it is almost always faster.
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