Most projects run smoothly, but every pro occasionally encounters challenges. Here’s how to handle issues professionally, protect your business, and get help when you need it.
Start with direct, clear communication
The best way to solve most problems is to communicate directly with your customer. Quick, honest communication often prevents small issues from becoming bigger problems.
Steps to take:
Respond quickly. Reply to concerns within 24 hours, even if you don't have a solution yet.
Ask for clarification: Reach out to the customer through your Messages. Politely ask what isn’t working and what outcome they’re hoping for.
Listen carefully. Make sure you understand the customer's concern before offering solutions.
Share what you can do next: Explain what solutions are possible: adjusting the scope, revisiting work already completed, rescheduling, or providing alternatives.
Stay calm and professional. Keep conversations polite and focused on solving the problem, even if the customer is upset.
Document everything. Keep records of all communications, agreements, and changes to the project scope.
Protect yourself with clear documentation
Good records help prevent misunderstandings and protect you if an issue escalates.
Provide written estimates, invoices, and scope details.
Summarize verbal agreements in a follow-up message so both sides have a record.
Capture photos of work as needed for clarity (before/after, damage, requested changes).
Prevent issues before they happen
The best way to handle problems is to prevent them:
Set realistic expectations from the start. Share pricing, timelines, and scope with the customer.
Communicate clearly and often. Check in with customers during longer projects.
Be up front about policies for payment, cancellations, and rescheduling.
Be punctual and reliable.
Deliver what you promised.
Address small concerns before they become big problems.
When to contact support
Contact our support team if:
The customer is threatening, harassing, or using abusive language.
You suspect fraud or a scam (e.g., requests to work off-platform, suspicious payment methods).
The customer is violating platform policies.
There's a payment dispute you can't resolve directly.
You've made a good-faith effort to resolve the issue but reached an impasse.
You need help understanding platform policies related to the dispute.
Remember: Most customers are reasonable and want their projects to succeed as much as you do. Clear communication and professionalism solve the majority of issues.