Cancellations and disputes, from the seller's side

Cancelling an order

• Before payment: nothing to do; unpaid orders expire on their own.
• After payment: you cannot cancel alone. Press "Request cancellation", write the reason (at least 10 characters), and send it. The buyer chooses "Accept cancellation" (the order is cancelled and the buyer is refunded) or "Decline". You can "Withdraw request" while it waits.
• If the buyer asks to cancel, you will see the reason and can press "Accept cancellation" or "Decline". If you decline and the buyer's problem is real, the buyer can open a dispute.
• Cancelled and refunded orders earn no fee and no earnings.

Disputes

• On service orders, the buyer opens a dispute ("Report a problem"), after delivery at once, or before delivery once the due date plus 24 hours has passed. As a seller, if the buyer is unresponsive, your tools are the chat, a delivery, "Request cancellation", and support. After a buyer accepts, or after automatic completion, an order can no longer be disputed.
• On project milestones, either side can press "Open dispute" on a funded milestone, immediately.
• Opening a dispute freezes the money. A Kaasb admin reads the chat, the delivery files and what both sides wrote, then decides: release to you, refund to the buyer, or split. This usually takes about 48 hours, longer for complicated cases. You can download the printable dispute record.
• To appeal, write to support@kaasb.com within 7 days of the decision with new evidence. A second admin reviews it. In most cases the first decision stands.

How to avoid disputes: describe scope and revisions accurately, ask your buyer questions up front, deliver on time, keep all conversation in chat (it is your evidence), and deliver a clear message and files.