Policy version: work-record-v1
What the work record is
A provider's page on eznest shows two separate things:
- Verified credentials — what eznest reviewed: business registration, insurance, licences. This is the provider's Trust Level, and it is described in the Provider Terms of Service §12.1. It is not a performance rating.
- Work record — what has actually happened on eznest: the work the provider completed, and whether any of it went wrong in a way that was found to be the provider's doing.
The two are never combined into one number. The work record does not change a provider's Trust Level, and it is not used to match, rank or order providers. It cannot be bought, and paying eznest anything does not improve it.
This page is the published criteria the Provider Terms §12.4(b) promise: the inputs, how each is weighted, the time window, and the starting point every provider begins from.
What counts as a completed job
The unit of the work record is a completed engagement: a project on eznest that reached delivery and was closed. This is the same rule that decides whether a client may leave a verified review.
Requests, quotes, proposals that were not accepted, and cancelled work do not count — in either direction.
What counts against the record
A completed job is clean unless something happened on it that eznest attributes to the provider. A dispute being raised is not, by itself, evidence of anything: a card can be stolen, a client can change their mind, a bank can make an error. What counts is the outcome, as eznest decided it.
| Event | Weight against the record |
|---|---|
| A dispute eznest resolved in the client's favour | 3.0 |
| A dispute eznest resolved with partial fault on both sides | 1.5 |
| A dispute eznest resolved in the provider's favour | 0 — never counts against the provider |
| A dispute that was withdrawn, or that a card network decided | 0 — not evidence of anything |
| A refund issued because of a service failure | 1.0 |
| A refund issued for any other reason, such as a client's change of mind | 0 |
A card-network chargeback carries no eznest decision, so it carries no weight either way: the network's verdict measures the client's bank, not the provider.
Refunds today. eznest's refund records do not yet distinguish a refund issued for a service failure from any other refund, and eznest does not infer fault from a record that does not state it. Until a refund reason that states a service failure exists, no refund counts against any provider's record, and the 1.0 weight above is applied to nothing.
The formula
weighted faults = the sum of the weights above, over the last 24 months
clean = the larger of 0 and (completed jobs − weighted faults)
work record = 100 × (clean + k × p) ÷ (completed jobs + k)
k = 10 — the strength of the starting point, in jobs
p = 0.90 — the starting-point clean rate
The result is rounded to the nearest whole number (halves round up) and is always between 0 and 100.
The starting point
Every provider begins from the same place, and this sentence is shown with every record:
Every provider starts at the standard we expect. Their own record outweighs that starting point after about ten completed jobs.
The starting point is what makes the record fair to a newcomer and to an established business alike. With k = 10 and p = 0.90, a provider's own history and the starting point carry equal weight at ten completed jobs; after that, their own history carries more. A single bad month cannot destroy a record, and a genuinely poor record cannot hide behind a small number of jobs.
Worked examples, all with dispute history recorded:
- No completed jobs and no faults would compute to 90 — but no record is shown below five completed jobs (see below).
- Three completed jobs, one dispute resolved in the client's favour (weight 3.0): clean is 0, so the record is 100 × (0 + 9) ÷ (3 + 10) = 69. It is not shown yet, because three jobs is below the display minimum; it recovers as clean jobs are completed.
- Thirty-one completed jobs, one dispute resolved in the client's favour: clean is 28, so the record is 100 × (28 + 9) ÷ (31 + 10) = 90.
- Forty completed jobs and no faults: 100 × (40 + 9) ÷ 50 = 98.
The time window
Faults count for a rolling 24 months from the date eznest decided the dispute or the refund completed. After that they leave the record. A provider must be able to recover from a bad period.
The count of completed jobs is lifetime and never ages out.
When the record is shown
The work record is not shown at all until a provider has five completed jobs on eznest. Below that the page shows the provider's credentials and the words:
New to eznest — not enough completed work yet to show a record.
That is a statement of fact, not a penalty band, and no number or band is shown with it. The count of completed jobs and the provider's verified reviews are still shown, because those are facts eznest can observe from the first job.
The bands
| Band | Work record |
|---|---|
| Excellent | 95 to 100 |
| Good standing | 85 to 94 |
| Mixed | 70 to 84 |
| Poor | below 70 |
The band is always shown as a word with an icon, never as a colour alone.
What is shown with the number
A number on its own is not meaningful information, so the record always carries the counts under it:
- the number of jobs completed on eznest;
- the dispute history — see the next section;
- the average client rating and the number of verified reviews, when there are any;
- every event that moved the number, with its reason and the month it happened. Nothing that moved the number is hidden from the client or from the provider. Events that did not move it — a dispute resolved in the provider's favour, a withdrawn dispute, a refund that was not the provider's doing — are not listed, because their existence is not evidence.
What is never shown: individual dispute records, dispute reason codes, evidence, payment-processor identifiers, internal notes, and the reasons for eznest's decisions.
Dispute history: not yet part of the record
eznest has not yet completed the verification that its dispute records are complete. Until it has, the work record is computed without the dispute component, no dispute event is listed, and the record says so in these words:
Dispute history is not yet part of the work record.
This is deliberate. Showing "0 disputes" for a provider when eznest has not yet proven it can observe a dispute would present an absence of data as a verified fact. A dispute count — including a count of zero — appears only once dispute history is recorded, and this page will change on the same day.
Seeing and correcting the record
A provider sees exactly the record a client sees: the same number, the same counts, and every event that moved the number with its reason and date. Nothing is redacted from the provider's own view.
A provider who believes an event on their record is wrong can appeal it in the Trust Center, on the website, iPhone and Android. Each event that applies weight to the record carries Appeal this outcome, which the business owner or an admin of the business can use, and one appeal on an event is open at a time. A person at eznest reviews the appeal and either upholds it, so the original decision stands, or overturns it. An overturned appeal corrects the record: eznest writes a correction beside the original dispute or refund record, which is never rewritten, and the work record is recomputed from the corrected outcome. A correction can never add weight to the record. Appeals are never shown to clients.
A dispute decision that is later overturned removes its weight from the record automatically, because the record is recomputed from current decisions rather than from a snapshot. Questions about the record can go to support@eznest.ca.
Changes to these criteria
The policy version of the criteria on this page is work-record-v1, and it is carried with every record eznest shows. Any change to a weight, the starting point, the window, the display minimum or the bands changes the policy version, republishes this page with a new effective date, and is notified to providers under the Provider Terms §12.4(e) before it operates.