Disputes
A dispute is a complaint about a completed visit. It exists so that a bad clean has an answer that is not a phone call, and so that the money question has a record.
What you need
- A completed visit.
- What was wrong with it, and photos if you have them. The cleaner's own before-and-after set is already attached.
Step 1 — Raise it
Open the visit and raise a dispute against it. Say what was wrong. Everything the visit already carries — the photos, the check-in time and place, the checklist — is part of the record from the start.
Step 2 — It is triaged
A complaint reaches nobody until Suitiee releases it to the cleaning company. That is deliberate: an accusation should be read by a person before it is put in front of the person accused.
There is a backstop on that. A complaint that sits unreleased for 24 hours is flagged for a decision, because an unread complaint is invisible to everyone except the customer waiting on it.
Step 3 — The company answers
From the moment it is released — not from when it was raised — the cleaning company has 24 hours to answer, with a reminder half way through. The clock does not run against a company that is not yet allowed to see what it is accused of.
If they say nothing, the dispute escalates for review on its own. Nobody's money is held hostage by somebody else's silence.
Step 4 — It is resolved
| Outcome | What happens |
|---|---|
| Full refund | The customer is made whole |
| Partial refund | Part of it comes back |
| Redo | A second visit, at no charge to the customer |
| Dismissed | Nothing was wrong with the visit |
The customer is made whole in every upheld outcome. What the outcome also decides is who absorbs the cost — the share charged to the responsible company is recorded on the dispute. A redo costs a second visit rather than cash, and is charged at half.
A dismissed dispute marks nobody. A company that did nothing wrong carries nothing.
What a dispute affects afterwards
An upheld dispute counts against the company's quality score, and a dismissed one does not. See Quality.
When it goes wrong
| What you see | What it means | What to do |
|---|---|---|
| A dispute you raised that the company has not seen | It has not been released yet | It is flagged for a decision after 24 hours |
| A dispute against you with a clock already running | It was released to you | You have 24 hours from release; a reminder comes at 12 |
| A dispute that escalated on its own | The 24 hours from release passed with no answer | Suitiee reviews it |
| A refund with no charge to anybody | The outcome was one that carries no liability share | Deliberate — the outcome decides |
| A dismissed dispute that still worries you | It counts against nobody | Nothing to do |