Refund request for no reason

[#1]

Hello Upwork,

I am writing to request your assistance regarding a second refund request from one of my client on Upwork, who has cited financial issues as the reason for requesting a refund. I have diligently completed the work as per the agreed-upon terms and milestones, and I believe the refund request is not justified based on the quality and completeness of the services delivered.

I kindly request that Upwork stop this refund process, as I would like to escalate this matter to arbitration to resolve the dispute fairly and transparently. Please guide me through the steps required to initiate the arbitration process and provide any necessary documentation or information to support my case.

I appreciate your prompt assistance in this matter and look forward to your guidance on the next steps.
Client Name - Josh Pham

Thank you for your attention.

**Edited for Community Guidelines**

[#2]

If the client asks for a refund, you can refuse and file a dispute.

Is there a reason why you did not take that opportunity and continued working with that client after the first refund?

[#3]

Yes, there was a reason as my client said he is facing bad financial conditions, he will be back in a week. We bear the first refund is ok, but what about the second we never accepted that second refund.

[#4]

Hello Muhammad!

I am sorry to hear about the situation you faced with your client. I checked and noticed that you're an exclusive agency member. It would be best to discuss this with your Agency owner, as we do send out notifications when these things happen to keep everyone informed.

You might also find this helpful article useful for tips on how to protect your work hours. Just a friendly reminder that arbitration is available for fixed-price marketplace contracts if a decision can't be reached during mediation or dispute assistance. Both you and the client will need to agree to the process and pay the fee within 7 days. You can find more details here.