Below, you'll find an overview of the Report Issue feature and how we use it to support freelancers.
TABLE OF CONTENTS
Reporting Payment Issues
The "Report Issue" button on invoices allows freelancers to flag any invoices for issues, such as funds not yet received or incorrect rates used. Worksuite will support the former, while letting you handle the latter as you see fit.
You can quickly identify an invoice that has been reported by the [⚠️] icon that will show up beside the invoice:
When an issue is reported, Worksuite and your team are immediately notified via email with more details about the reason behind the report, and a payment support team member will contact the freelancer within 24 hours.
Payment issues reported during weekends or holidays will be addressed in the next business day
Once Worksuite contacts the freelancer, the flag will be removed from the invoice to let you know that the issue is being handled. Please note that we will leave the flag on for issues that are meant to be handled on your end. In such cases, you can resolve the issue by clicking the "Resolve Issue" button.
Resources for Freelancers
We have created a guide for freelancers on how to report an issue and what to expect next:
Questions?
We are here to help! If you have any questions, please reach out to Payment Operations via our group email alias or our shared Slack channel, or create a support ticket!
You can also take a look at our Payment Support knowledge base here.