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Escrow Payment System

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Overview

The Escrow Payment System protects both clients and experts by holding funds securely until work is completed and approved. When you hire an expert, funds move into escrow - the expert knows they’ll get paid, and you know the money stays safe until you’re satisfied with the delivery. This removes payment risk from the equation and keeps everyone focused on building great products.

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Step-by-Step Guide

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Funding Escrow as a Client

  1. Expert Allocation: Once an expert is assigned to your job, the system creates an escrow account automatically with a unique ID
  2. Choose Payment Method: On the Escrow Funding page (/escrowfunding), select either credit/debit card or bank transfer
  3. Submit Payment:
    • For card payment: Enter your payment details through the secure Stripe payment form and submit
    • For bank transfer: Complete the transfer using the unique reference number provided
  4. Confirmation: When payment is confirmed, escrow status updates to “FUNDED” and the expert receives notification to begin work
  5. Track Status: Monitor escrow status anytime on the Escrow Dashboard (/escrowdashboard)

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Releasing Payment After Delivery

  1. Review Delivery: When the expert submits their work, review it through the Client Review page (/review/clientreview)
  2. Approve Work: If satisfied, approve the delivery - this triggers automatic fund release
  3. Payment Distribution: Funds transfer from escrow to the expert’s payout account (60% to expert, 40% platform fee)
  4. Confirmation: Both parties receive receipt confirmation when the transaction completes
  5. View History: Access complete transaction history on the Transaction History page (/transactionhistory)

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Requesting a Refund

  1. Reject Delivery: If the delivery doesn’t meet requirements, reject it through the review interface
  2. Dispute Resolution: If needed, initiate a dispute - funds remain in escrow during resolution
  3. Refund Processing: Once dispute is resolved in your favor, refund processes automatically to your original payment method
  4. Partial Refunds: If dispute resolution determines a split (e.g., 70% client, 30% expert), funds distribute according to the outcome
  5. Status Update: Escrow status updates to “REFUNDED” when complete

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Common Questions

What happens if I try to fund escrow before an expert is assigned?
You can’t fund escrow until an expert is allocated to your job. The system creates the escrow account only after expert allocation is confirmed. Can I see all escrow transactions for my jobs?
Yes. Visit the Escrow Dashboard (/escrowdashboard) to view all escrow accounts, or use Transaction History (/transactionhistory) to filter by job or date range. Each entry shows event type, amount, timestamp, status, and reference IDs. What if my payment fails?
If a card payment fails due to insufficient funds or other issues, you’ll see a clear error message with the option to try a different payment method. Escrow status remains “PENDING_PAYMENT” until successful funding. For bank transfers, the system confirms receipt via webhook before updating status. How long do funds stay in escrow?
Funds remain in escrow until you approve the delivery or a dispute is resolved. There’s no automatic release - you maintain control over when payment happens. What if the expert’s payout fails?
If payout fails due to invalid banking details, funds remain safely in escrow. The expert receives notification to update their information through the Expert Payout Setup page (/expertpayoutsetup), and you can retry the release once their details are corrected.

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Troubleshooting

My card payment was declined
Check that you have sufficient funds and that your card details are correct. If the issue persists, try a different payment method or contact your bank. The escrow account remains active - you can retry payment anytime. I requested a refund but haven’t received it
Refunds process to your original payment method and may take 5-10 business days depending on your bank. Check the escrow status on the Escrow Dashboard - if it shows “REFUNDED,” the transaction completed successfully. If status shows an error, contact support through the Support page. Payment is stuck in escrow after I approved the work
If release fails, both parties receive notification. Check the Transaction History for error details. Common causes include expert payout account issues. The expert can update their banking information, then you or support can retry the release. I see a webhook error in my transaction history
Webhook errors typically resolve automatically through retry mechanisms. If the error persists and prevents escrow status updates, contact support with your escrow ID. Funds remain secure in escrow during webhook issues. Dispute Resolution - If delivery doesn’t meet expectations, the dispute system helps resolve conflicts fairly while funds stay protected in escrow. Disputes can result in full refunds, partial refunds, or release to the expert based on evidence review. Payment Methods (/paymentmethods) - Manage your saved payment methods for faster escrow funding. Add multiple cards or bank accounts, set a default payment method, and remove old payment methods securely. Expert Payout Setup (/expertpayoutsetup) - If you’re working as an expert, this is where you configure your Stripe Connected Account to receive payments when clients release escrow funds. Proper setup ensures smooth, fast payouts.