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New Process to Request Refund From Contract Room

lenaellis
Community Member

We’ve released a new process that will make requesting a refund smoother for both clients and freelancers. In the past, both parties had to enter into the dispute process with a customer support agent. Now, clients can directly request a refund from their freelancers, and freelancers can easily respond to the request.

 

Here’s how it works, there are two ways to do it.



  1. Go to “Jobs,” then “My Jobs” and click on the contract you want to request a refund from
  2. From the Contract Room, select the paid milestone or hourly timesheet that you want refunded
  3. Click on “Request a Refund”


refundbutton1.png

OR

 

  1. Go to “Jobs” and “My Jobs” and click on the contract you want to request a refund from
  2. From the Contract Room, click on the extended menu under the freelancer’s name
  3. Click on “Request a Refund”

refundbutton2.png

The freelancer will receive the refund request via Messages along with the link to view details and approve it. The freelancer will also be able to adjust the amount to give a partial refund if needed.


refundbutton3.png

If a freelancer doesn’t approve the refund, both parties should try to come to an agreement before moving forward. If both parties are unable to reach an agreement, clients can file a dispute (for hourly contracts) or go through the escrow refund process (for fixed-price contracts).

 

For hourly contracts, clients will need to complete the dispute form after clicking “Request a Refund” again. Please note that disputes must be filed during the week’s review period.

 

For fixed-price contracts, clients will need to follow the escrow refund process after clicking “Request a Refund” again.

 

We hope is that this new option will make the process of requesting and giving refunds smoother for both clients and freelancers.