Help, Cancellations and Disputes

Sometimes a task does not go to plan. A Task Doer stops replying, the work is not what you agreed, or you simply no longer need the job done. Sayzo gives you one place to find answers and resolve problems: the Help & Support hub. This section walks you through everything there, from searching the FAQs to raising a formal dispute.

You can reach the help hub from your account at any time. It has two tabs: FAQ, where you can search Sayzo's help articles, and Trust & Safety, a list of links to the tools you need when something has gone wrong. Most of these tools are also reachable from a task's chat, so you can act on a problem in the moment.

Throughout, remember how your money is protected. When a Task Giver funds a task, the payment is held in Sayzo escrow and is not paid to the Task Doer in advance. It is released only when the Task Giver approves the delivery, and it can be refunded before then. The flows below build on that protection. For the full money picture, see Payments, Escrow and Payouts.

Finding answers in the help center

The fastest way to get unstuck is the FAQ tab, which is selected by default when you open Help & Support. It pulls live help articles that you can search and filter.

Search and browse the FAQs

1. Open Help & Support. The FAQ tab opens first.
2. Type in the Search FAQs, guides, topics... box. Results update as you type.
3. Optionally tap a category to narrow things down. The categories are All, Getting Started, Payments, Tasks, Disputes and Account.
4. Tap an article under Popular articles to expand it and read the answer. The first article is open by default.

If nothing matches, you will see No FAQs match your search. Try a shorter search or a different category. When the FAQs do not cover your situation, switch to the Trust & Safety tab to open one of the help tools, or use Request Live Support described later in this section.

The Trust & Safety tools at a glance

The second tab of the help hub, Trust & Safety, is a single list of tools for handling problems and tracking your account standing. Each one is covered in detail below.

• Disputes: raise and track payment, quality or task conflicts.
• Report a User: flag harassment, misconduct or fraud by another person.
• My Cases: view and track your support cases.
• Cancel or Close a Task: end a task agreement.
• Refund & Escrow Status: track your refund history.
• Trust & Account Health: review your account standing and any active notices.
• Request Live Support: message the Sayzo team directly.

Many of these can also be opened from a task's chat menu, which carries options such as Report user, Raise a dispute, Cancel this task and Request Live Support. Opening Report user from a chat fills in the person for you; the other tools open their form, where you choose or describe the relevant task.

Cancelling or closing a task

You can cancel a task you no longer want to go ahead with. Only active or in-progress tasks can be cancelled. Tasks that are already completed, cancelled, expired or under dispute will not appear in the list to choose from. Cancelling notifies any applicants and cannot be undone.

Cancel from the help form

1. Open Cancel or Close a Task from the Trust & Safety list, or tap Cancel this task in a task's chat menu.
2. Select the task you want to cancel.
3. Choose a Primary reason for cancellation. The options are Doer unresponsive, No longer needed, Found help elsewhere, Posted by mistake and Other.
4. Optionally add Additional details to explain the situation.
5. Tick the box confirming you understand the cancellation terms and want to cancel this task.
6. Press Cancel Task. To back out instead, press Keep this task.

You must select a task, choose a reason and tick the confirmation box before you can submit. After a successful cancellation you are taken to your tasks list.

Quick cancel from My Tasks

There is also a shorter path. On your tasks, opening a task's cancel action shows a Cancel this Task? dialog with the note that this will cancel your task and notify all applicants, and that the action cannot be undone. Press Yes, Cancel Task to confirm or Keep Task to abort. This quick route does not ask for a reason.

How a cancellation affects your money is decided by Sayzo's Cancellation Policy and worked out automatically. As a general guide, cancelling before a Task Doer has accepted means a full refund, while cancelling later may involve a charge. The policy explains the brackets in full. The cancellation form itself only files the cancellation.

Refunds and escrow status

Money you fund into a task sits in Sayzo escrow until you release it to the Task Doer or refund it to yourself. There are two separate places involved: the help hub shows your refund history, while the actual refund is done from the task itself.

Track your refunds

1. Open Refund & Escrow Status from the Trust & Safety list.
2. Read the Active Escrow Holds card. It explains that escrow holds are shown per task on each task's payment page, with a link through to your payments.
3. Scroll the Refund History list to see past refunds, with their description, amount, status and date. If you have none yet, you will see No refunds yet.

This page is read-only. It does not let you start a refund.

Issue a refund from escrow

Only a Task Giver can refund, and only while escrow still holds a balance for that task. To do it, open the task's detail page and use the refund action on its escrow card.

1. On the task with held escrow, open the refund action to bring up the Refund Escrow dialog.
2. Check the Held in escrow amount shown.
3. The refund amount is pre-filled to the full held amount. You can edit it to refund part instead, between Rs 1 and the held amount.
4. Optionally add a reason note.
5. Press Confirm Refund, or Back to cancel.

Partial and full refunds are both supported. Once payment has been released to the Task Doer, it can no longer be refunded, so refunds only apply before release. For more on funding and releasing, see Payments, Escrow and Payouts.

Raising and tracking a dispute

A Dispute is a formal complaint about a specific task. Use it when there is a real disagreement, for example payment that was not released, work that was not acceptable, or a Task Doer who did not show up. The Sayzo team reviews disputes and responds within 24 to 48 hours.

Raise a dispute

1. Open Disputes from the Trust & Safety list, then start a new dispute. You can also arrive at the raise form from a task's chat menu or from a payment details page, which can lock the dispute to that task.
2. Select the task the dispute is about. If you arrived with a task already chosen, it is locked in for you.
3. Pick a Dispute type: Payment not released, Work quality not acceptable, Tasker didn't show up, Task incomplete or partial, or Other.
4. Describe the issue. Include dates, amounts, and what you expected against what happened.
5. Press Submit Dispute.

You must select a task and describe the issue before you can submit. If you have no active tasks eligible for a dispute, you will see a note saying so and submit will be unavailable.

Track your disputes

1. Open Disputes from the Trust & Safety list.
2. Switch between the Ongoing and Resolved tabs.
3. Read each dispute card, which shows the title, a status badge, a short description, the date it was filed, and a case number.

• Open means the dispute has been filed and is awaiting review.
• Under Review means the team is actively looking at it.
• Priority Review marks a higher-priority case.
• Resolved means the case has been closed.

Helpful evidence to keep ready includes your task description and agreed acceptance criteria, in-app chat, before and after photos, receipts and transaction references. The Refund Policy describes how to request a refund and the timelines you can expect once a dispute decision is made.

Reporting a user or a task

If someone behaves badly or a task looks wrong, you can report it. Reports go to the Sayzo team to review and act on. Reporting is different from a dispute: a dispute is about resolving money or work on your own task, while a report flags conduct or content for review.

Report a user

1. Open Report a User from the Trust & Safety list, or tap Report user in a chat to start with that person filled in.
2. Select the person you are reporting.
3. Choose a category: Threatening behaviour, Harassment, Fraud or scam, Impersonation or Other.
4. Explain in your own words what happened.
5. Tick I confirm this report is true.
6. Press Report.

On success you will see an inline Report submitted confirmation thanking you and noting the team will review your report, with a Back to Help button.

Note: the attachment box on the report forms is currently a visual placeholder, so describe the issue fully in writing rather than relying on uploads. There is no file upload anywhere on Sayzo, so describe any evidence, such as messages or photos, clearly in writing.

Reporting a task

Sayzo also has a form to report a task, with reasons such as Spam, Fraud or scam, Inappropriate content, Misleading description and Other. After you submit a task report you are taken to My Cases. If you are worried about a specific task, the most reliable route is to Request Live Support or raise a Dispute if it is your own task.

For the kinds of tasks that are not allowed at all, see Trust, Safety and Verification, which covers Sayzo's prohibited categories and how unsafe or unlawful requests are blocked.

Tracking your cases and account health

When you report a task or message support, Sayzo creates a case, a support ticket you can follow. My Cases is where you see them, and Trust & Account Health shows whether anything needs your attention.

View My Cases

1. Open My Cases from the Trust & Safety list.
2. Switch between the Active and Inactive tabs.
3. Read each case, which shows a case number, a short description and a status badge.

• Open means the case has been received.
• Under Review means it is being looked at.
• Proof Requested means the team needs more information from you.
• Priority Review marks a higher-priority case.

To add to a case or follow up, use Request Live Support, which shows your support conversation.

Check Trust & Account Health

1. Open Trust & Account Health from the Trust & Safety list, or from your profile.
2. Read Active Notices & Warnings. If all is well you will see No active notices. Your account is in good standing.
3. If you have open disputes, this section lists them and reminds you to resolve them promptly, since unresolved disputes may affect your ability to post or accept new tasks.

A detailed Score Breakdown of trust factors such as completion rate, on-time release and dispute rate is marked Coming soon and is not shown yet. For now, account health is driven by your open disputes. To keep your standing strong, resolve disputes quickly and follow the guidance in Trust, Safety and Verification.

Reaching live support

If you need to talk to the Sayzo team directly, use Request Live Support. This is a ticket-style support thread rather than a real-time chat, and the team responds within 24 to 48 hours.

1. Open Request Live Support from the Trust & Safety list, or tap Request Live Support in a chat.
2. Read your conversation history with SAYZO Support. If this is your first message you will see No messages yet... with a prompt to describe your issue.
3. Type your message. Include dates, amounts, and what you expected against what happened.
4. Press Send Message.

Your first message automatically opens a support case, and your replies are added to the same thread so the team has the full history. You can follow the thread again at any time, and the case also appears under My Cases.

For serious safety concerns, do not wait for support. Sayzo's Safety & Trust policy lists emergency numbers, including Police 112, the Women's helpline 1091 and the Child helpline 1098, and the financial cyber fraud helpline 1930. Keeping your payments and conversations on Sayzo is what preserves your escrow protection and your record of what happened.