Report a problem with your event
If there are any issues with your event, you should report the problem through GigSalad right away so that we can talk to the vendor and help you resolve the issue.
How to report a problem
As soon as the event is over, you should follow the instructions below to send your feedback to us.
- Log in to your event planner account and click on your event under Recent Events or go to your Inbox.
- Click on the vendor you booked.
- On the booking confirmation in your message thread, find the link that says Report a problem with this event.
- Choose an option from the drop-down menu that best describes what went wrong. Then provide details and attach any evidence you might have to justify your claim.
- Click Send Feedback.
What happens next?
Once your feedback is submitted, we will notify the vendor that a problem was reported and their balance payment will be held until we've reviewed the issue and come to a resolution. We will not show them the written feedback you submitted, but we will share with them the reason you gave for what went wrong. Someone from our Customer Happiness team will then step in to mediate. We'll reach out to the vendor to discuss and confirm your claims. Then we'll follow up with you if we need any further information. Once we've reached a resolution, both parties will be notified.
If the problem reported relates to the vendor not showing up to the event, we will confirm the details with the vendor and you will receive a full refund of your payment. If the problem is anything else, refunds are not guaranteed but we will discuss the situation with the vendor to see what can be arranged. We encourage you to do the same. Talk with the vendor directly to see if you can come to an agreement on a partial refund or some other compensation. If the vendor agrees to a refund, they will need to contact GigSalad to confirm, so we can return the funds to you.
If or when a refund is issued, it may take up to 3-5 business days for it to post to your account.
Send more details
If at any point before the issue is resolved you think of additional details that you forgot to include in your previous report, you can return to the report page and send more feedback.
The vendor may also report a problem with the event, in which case the procedure is very similar. We'll collect their feedback about what went wrong, we'll hold their payment while we look into it, we'll notify you that a problem was reported, and you'll be able to respond with your own feedback.
When to report a problem
The Report a problem with this event link will only be available after the event for approximately 24 hours. We have this short window because that's how long we hold the vendor's balance payment. If no issue is reported in that time, the balance will be released to the vendor. If the vendor canceled at the last minute or didn't show up and you don't report it to us before we've sent the payment, it will be more difficult for us to get the refund you are owed. However, we do still want to get you that refund, so contact us directly if you can no longer report the issue through your account.