Disputes and Claims Process

Disputes and Claims Process

Sometimes things do not go as planned. Whether a favor was not completed as described, proof does not match the task, or there is a disagreement between parties, HEF provides a structured dispute resolution process that is fair, transparent, and powered by AI analysis with human oversight.

When to Open a Dispute

You should open a dispute if any of the following situations apply:

• Favor not completed as described — The provider did something different from what you requested.
• Proof does not match the task — The uploaded photos or videos do not demonstrate that the task was completed correctly.
• Quality of service was poor — The work was done but the quality was significantly below what was agreed upon.
• Provider did not show up — The favor was accepted but the favorecedor never went to the location.
• Payment issue after completion — There is a discrepancy with the amount charged or other financial concern.

The Dispute Resolution Process

Here is exactly what happens when a dispute is opened, from start to finish:

Step-by-Step Process

1. Solicitante opens a dispute — Within 48 hours of the favor being marked as completed, the requester navigates to the favor details page and selects "Open Dispute." They must select a reason and provide a description of the issue.
2. Both parties submit evidence — Once a dispute is opened, both the solicitante and favorecedor are notified and given the opportunity to submit their side of the story. This includes written explanations, photos, screenshots, or any other supporting evidence. Both parties have 24 hours to submit their evidence.
3. AI Dispute Assistant analyzes — The AI performs a comprehensive analysis of all available data: the original task description and instructions, all uploaded proof (photos and videos), GPS location data and metadata, the complete chat history between both parties, and the full timeline of events from acceptance to completion. The AI generates a structured report with key findings and a recommendation.
4. HEF team reviews and decides — A member of the HEF team reviews the AI analysis, examines the evidence from both sides, and makes the final decision. The AI recommendation informs the decision but does not make it automatically.
5. Resolution is communicated — Both parties are notified of the outcome via in-app notification and email. The resolution includes a clear explanation of the findings and the reasoning behind the decision.

Possible Outcomes

Every dispute ends in one of three outcomes:

• Full refund to the solicitante — The favor was clearly not completed or the evidence shows the task was not done as described. The full amount is returned to the requester's card within 5-10 business days.
• Partial refund — The favor was partially completed, or was completed but with significant quality issues. A fair portion is refunded to the solicitante, and the remainder is released to the favorecedor.
• Payment released to the favorecedor — The dispute is found to be unfounded. The evidence shows the favor was completed as described. The full payment is released to the provider.

Tips to Avoid Disputes

For Solicitantes (Requesters):

• Write clear, detailed descriptions with specific instructions.
• Set realistic expectations — be specific about what "done" looks like.
• Communicate proactively through in-app chat during the favor.
• Respond promptly if the favorecedor has questions.

For Favorecedores (Providers):

• Read the full description and instructions carefully before accepting.
• Communicate proactively — let the solicitante know when you arrive, if there are any issues, and when you finish.
• Take thorough proof photos from multiple angles with GPS enabled.
• Follow instructions exactly as written. If something is unclear, ask before proceeding.

Escalation

If you disagree with the resolution of your dispute, you have the option to request a manual escalation review. This triggers a second review by a senior member of the HEF team who was not involved in the original decision. To request escalation:

1. Go to the dispute details — Open the resolved dispute from your favor history.
2. Select "Request Escalation" — You have 72 hours after the initial resolution to request escalation.
3. Provide additional context — Explain why you believe the decision should be reconsidered. Include any new evidence if available.
4. Wait for secondary review — Escalated disputes are reviewed within 48 hours. The secondary decision is final.