# RateRight — Conflict Resolution Playbook (Draft v1)

*Purpose: keep both sides treated fairly, protect repeat usage, and stop small issues turning into reputation damage.*

## Principles (non-negotiable)
1. **Fast response beats perfect response.** Acknowledge within 30–60 minutes where possible.
2. **Neutral tone.** No taking sides in writing.
3. **Document everything.** Who/what/when/where.
4. **Safety first.** If there’s a safety issue, end discussion and move to site procedure.
5. **Constructive ratings only.** No abuse, no personal attacks.

## Intake checklist (ask for these)
- Contractor name + company + site suburb
- Worker name
- Date/time of incident
- What was agreed (start time, role, rate)
- What happened (facts only)
- Desired outcome (replacement, clarification, end engagement, refund request)

## Common scenarios + response

### 1) Worker late
**Response:** confirm ETA, confirm site contact, remind to message early next time.
**If repeated:** recommend ending engagement and logging reliability note.

### 2) Worker no-show
**Response:** confirm if emergency; if no contact, mark as no-show.
**Make-good options:** prioritize replacement match; consider fee handling only with Michael approval.

### 3) “Job wasn’t what was advertised”
**Response:** compare posted job vs reality.
**Fix:** contractor clarifies tasks/rate; worker can accept or exit.

### 4) Performance / skill mismatch
**Response:** suggest task re-allocation first.
**If not workable:** end engagement politely; leave constructive rating.

### 5) Pay dispute
**Response:** request timesheets/records; clarify agreed rate & hours.
**Escalation:** Michael decision if any refund/fee action is requested.

### 6) Rating dispute
**Response:** check if rating is constructive and factual.
**Fix:** allow edits if it removes abuse and becomes specific.

### 7) Safety / injury
**Response:** immediate escalation to Michael. Advise contractor to follow site safety + insurance process.

## Templates

### Acknowledge (neutral)
“Thanks for flagging it. I’m looking into it now. Can you send: start time agreed, what happened, and what outcome you want? I’ll come back to you shortly.”

### Close-out (when resolved)
“Thanks — we’ve logged this and agreed on the next step: [step]. If anything changes, message us straight away.”