Sometimes during the process, it becomes impossible to continue working on a task — for example, customer’s plans changed, freelancer faces unforeseen circumstances, or both sides can’t come to an agreement on the details. In such cases, task can be canceled.
To request cancellation, open the task and click «Cancel Order». The system will ask you to specify a reason — fill in the form and send your request to the other party.
After that:
- the other party will see your cancellation request;
- they’ll need to either confirm or decline it.
Once both sides agree on the cancellation, the task will be closed, funds will be returned to the customer, and they’ll be able to choose a new freelancer.
If cancellation isn’t confirmed
Sometimes parties can’t come to an agreement, for example:
- work is already completed, but customer wants cancellation;
- freelancer believes the cancellation reason is invalid;
- there are disagreements over deadlines or results.
In such cases, you can open a dispute.
Opening dispute
To submit dispute for resolution, click «Open dispute» on the task page.
After that:
- task status will change to «Dispute»;
- all further actions on the task will be temporarily locked;
- Support team will receive notification and start the review.
ZIO team will review:
- chat history and agreements,
- any attached files (if provided) and work progress,
- reasons for cancellation request.
After full review, final decision on further action and funds distribution will be made.