How it works
From the moment you send a case to the moment it closes — and what we do at every point.
- 1
Tell us
Describe the problem in plain language, in Serbian or English. Add anything that helps — a screenshot, an invoice, a link.
- 2
We investigate
We check access, ownership and root causes, then tell you what we found and what we would do before anything is touched.
- 3
Track to resolution
Every step is written down in your case: what we did, what we are waiting for, and what we need from you.
The stages
Every case moves through these, and the badge on your case always says which one it is on. A stage means the same thing on every case.
- Submitted
We have it. Nobody has looked at it yet.
- In review
Someone is reading through it and checking the details.
- Waiting for information
We need something from you before we can go further.
- Plan shared
We have told you what we think and what we would do.
- In progress
Work is happening.
- Waiting for you
The next move is yours.
- Waiting on the platform
We have filed what we can and are waiting on a third party. This part is not in our hands.
- Resolved
The work is done. The case stays open for a short while in case something resurfaces.
- Closed
Finished and archived. You can ask for it to be reopened.
- Not resolved
We could not get this to a good outcome, and we have written down why.
- Cancelled
Stopped at your request.
What you can see
Everything marked customer-visible on the case: status changes, our updates, requests for documents, and the files on both sides. We keep internal working notes separate — they are how a team coordinates, and they are labelled as internal wherever they appear.
When we hand over
Some things are not ours to decide. A bank's risk decision, an accountant's judgement, a lawyer's advice, a platform's final ruling. When a case reaches one of those, we prepare what the specialist needs and tell you plainly that it has left our hands.
What we will never ask for
Something is broken. Let's find out what.
Opening a case costs nothing and commits you to nothing. We will tell you what we think is happening before any work is agreed.