How do I open a dispute?

If something's wrong with the order — open a dispute through the app, don't wait. Disputes are handled by Solvo's team within 24 hours, with evidence from both sides.

When can I open a dispute?

You can open a dispute within 30 days of the order being marked "Complete" by the handyman. After 30 days — the case is closed permanently.

Valid reasons:

Work doesn't match what was booked
Handyman damaged your property
Handyman didn't finish the job
Handyman demanded extra cash (outside legitimate Scope Creep)
Harassment / inappropriate behavior
Handyman didn't show at all (auto-refund without dispute)

Invalid reasons (will be rejected):

You changed your mind after the work was done
You forgot to discuss expectations before the handyman started
The work isn't perfect but matches what was booked
You're refusing a Scope Creep you already approved in chat

How to open a dispute

Open the order under the "Orders" tab in the app.
Tap "Open Dispute" at the bottom.
Pick the issue category (damage / quality / fraud / safety).
Upload evidence — at least 1 photo or video. Maximum 10 files.
Write a short explanation (max 500 characters).
Submit. Solvo's team will contact you via chat within 24 hours.

Evidence that strengthens your claim

✅ Photos before the handyman started (original condition)
✅ Photos after the handyman finished (damage / poor result)
✅ Screenshots of chat with the handyman (if there were discussions about the issue)
✅ Short video showing the problem (stronger than photos)
✅ Date/time in photo EXIF (don't edit photos before upload — we check metadata)

What happens after you submit?

Solvo's team reviews your evidence. Now it's the handyman's turn to upload theirs (before/after from their side, GPS log, milestone photos).
The team decides within 24 hours. For disputes > 100,000 IDR — manual decision by Solvo staff. For smaller ones — AI Support drafts a recommendation, a human approves.
You're notified via push + chat. You can appeal once within 7 days if you disagree.

Possible outcomes

Outcome	Explanation
100% refund to client	Handyman clearly at fault / fraud proven
Partial 50/50 refund	Both sides share responsibility
No refund	Claim not proven / you changed your mind
Handyman penalty + 100% refund	Serious violation — handyman banned

What about handymen?

You're notified when a client opens a dispute.
You have 48 hours to upload evidence (before/after photos, milestone photos, chat screenshots).
If you don't respond in 48 hours — Solvo auto-decides for the client.
Your decision is fair because evidence from both sides is considered.

Common questions

Is it safe to open a dispute? Can the handyman retaliate? Your identity stays protected. The handyman doesn't see your real phone number. If there's retaliation (1-star revenge review) — we remove it. Report via chat.

I owe 100,000 after the dispute. Do I have to pay? Yes — the balance is auto-deducted from your Solvo Wallet or the next payment method. If you feel it's unfair — appeal within 7 days.

Can I cancel my dispute after submitting? Yes, within the first hour. After that, the process runs automatically until decision.

🔗 Related: [[escrow]] · [[refunds]] · [[penalties]] · [[worker-safety]]