Reporting a project issue
When something on a project goes wrong, report it from the project workspace. This pauses the project safely, notifies the studio, and brings Tailore in when needed.
When to report a project issue
Use Report an issue when something on a project is wrong: the quality is not what was agreed, the fit is off, dates have slipped, the piece has not arrived, a charge or refund is disputed, or you cannot reach the studio. It lives in the project workspace - see Following project progress if you are not sure where that is.
Safety concerns do not belong in a cancellation reason
If you are cancelling because of a safety or fraud concern, do not put it in the cancellation reason. As the product itself says: "Fraud, harassment, safety or counterfeit concerns don't belong in a cancellation reason - the other party reads it. Report an issue instead and it goes to Tailore." For ordinary cancellations, see Cancellations and refunds.
Filing a report
Open the project workspace
Go to the project the issue is about.
Choose **Report an issue**
The dialog explains what a report does: "This pauses completion, delivery updates and new payment requests until it's resolved. Everything on the project is kept."
Pick the category that fits best
The seven categories are listed below. If none fit, choose Something else.
Describe what happened
The What happened? field should hold enough detail for the other party to respond to - what you expected, what you got, and any dates that matter.
| Category | What it covers |
|---|---|
| Quality | The piece isn't as agreed. |
| Fit | Sizing or fit is wrong. |
| Timing | Dates have slipped. |
| Not received | It hasn't arrived. |
| Payment | A charge or refund is disputed. |
| Communication | I can't reach the other party. |
| Something else | Anything the other categories don't cover. |
What happens next
A banner appears on the project for both sides, and completion, delivery updates and new payment requests are paused until the issue is resolved. Nothing on the project is deleted.
A report moves through four statuses: Open, Under Tailore review, Resolved and Withdrawn. Either party can Resolve the issue with a note, which is recorded permanently on the project. Only you can Withdraw a report you filed.
Keep a disputed garment as it is
Per the custom projects policy: "Clients should not wear, wash, alter, damage, or materially modify a disputed garment before giving the Studio a reasonable opportunity to assess it." Changing the piece can make it impossible to show what was wrong.
Disputed charges and chargebacks
For a payment problem, start on Tailore before calling your bank. The Payment Policy puts it this way: "Clients should first use Tailore support and the project workspace when practical. This can allow the Studio to repair, replace, refund, or provide evidence before a bank dispute."
Keep in mind that "A chargeback is decided by the payment network or financial institution, not solely by Tailore." Reporting the issue first usually gets you a faster, more complete fix.
Reporting a message, account or listing
Project issues are not the only kind of report. A flag icon on a message opens Report this message, a profile has Report {name}, and a listing has Report this listing. When you report a message, Tailore keeps "a copy of it as it is now, so it still reaches our team even if it is edited or deleted."
These reports are confidential and every one is read by a person - after you send one you will see "Report sent" and "A person on our team reads every report." As the product says: "Reports are private - the person you are reporting is not told who reported them." Tailore does not share the outcome of a report with the reporter. If you try to report the same thing twice: "You have already reported this. It is on file with our team."
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