Dispute Resolution
Fair. Transparent. Protected.
When something goes wrong on a task, Acefre steps in. Our dispute resolution process is designed to protect both customers and runners with a clear, evidence-based review.
When Disputes Happen
Disputes can be opened when a task outcome doesn't match what was agreed upon. Common situations include:
Runner didn't show up
The runner accepted your task but never arrived or made contact.
Wrong items delivered
Items purchased or delivered did not match what was requested.
Task quality issues
The completed work did not meet the agreed-upon standard or description.
Incomplete work
The runner marked the task complete but left parts of it unfinished.
Timing disputes
The runner was significantly late and it impacted the outcome of your task.
How to Open a Dispute
The process is straightforward. Follow these steps from your task history.
Go to your task
Open the Acefre app, navigate to your account, and find the task in question under your task history.
Click "Open Dispute"
The option is available for 48 hours after the task is marked complete. After that window, it becomes unavailable.
Describe the issue
Provide a clear, detailed account of what went wrong. Specific details help Acefre reach a fair decision faster.
Upload evidence
Attach photos, videos, screenshots of chat, receipts, or any other supporting material directly from your device.
Acefre reviews your case
Our team reviews both sides within 48–72 hours. We may reach out to either party for additional clarification.
Decision communicated
Both the customer and runner are notified of the outcome at the same time. Escrow funds are released accordingly.
Evidence Required
Strong evidence is the foundation of a fair decision. The more specific and verifiable your evidence, the faster your case is resolved.
Photos & Videos
Visual proof of the task state, items received, or work quality.
Chat Screenshots
In-app or agreed-upon communication showing instructions or confirmations.
Receipts & Invoices
Purchase records verifying what was bought or how much was spent.
Timestamps
Time logs showing when the task was accepted, started, or completed.
Tip: The more evidence you submit, the better. Vague claims without supporting material are harder to resolve in your favour.
Timeline
Disputes follow a structured timeline to ensure both parties have adequate time to respond and that decisions are made promptly.
Opening window
48 hours after task completion
Acefre review period
48–72 hours
Decision communicated
Within 5 business days
Escrow status
Funds held until resolved
When a dispute is opened, Acefre immediately freezes the associated escrow funds. Neither the customer nor the runner can access the payment until the dispute is resolved. This protects both parties throughout the review process.
Escrow funds are only released once a final decision is made — whether that is a refund, full payment, or a partial split.
Learn more about escrow protection →How We Investigate
Acefre's review team examines the evidence submitted by both parties independently. We start from the original task description and agreed terms, then assess each piece of evidence against those expectations.
In some cases, our team may contact either the customer or runner directly for additional context. Both parties are given equal opportunity to present their case.
Decisions are not made based on who filed first or who has more reviews. Every case is evaluated on its own merits, using the evidence provided.
Possible Outcomes
Acefre can reach one of four outcomes depending on the evidence and circumstances of the dispute.
Full refund to customer
The customer receives the full escrow amount back when the runner is clearly at fault.
Full payment to runner
The runner receives full payment when evidence shows the task was completed as agreed.
Partial refund
A portion of the escrow is refunded when the task was partially completed or partially unsatisfactory.
Mediated settlement
Acefre proposes a negotiated outcome when the evidence supports a split decision.
If you believe the resolution was incorrect, you may submit an appeal within 24 hours of receiving the decision. Appeals must include new evidence not previously submitted in the original dispute.
Appeals that do not contain new supporting material will not be reconsidered. The appeal decision is final.
To submit an appeal, return to the task in your account and select "Appeal Decision" — this option appears only within the 24-hour appeal window.
Fraud Policy
Acefre has a zero-tolerance policy for fraudulent dispute claims. Any customer or runner found to have knowingly submitted false or misleading evidence may face immediate account suspension or permanent removal from the platform. This policy exists to protect the integrity of the community and the fairness of the resolution process.
Read our Terms of Use →Frequently Asked Questions
Need to open a dispute?
Log in and go to your task details to find the "Open Dispute" option. Make sure you act within the 48-hour window after task completion.
Have a general question? Contact us