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New Process to Request Refund From Contract Room

Community Manager
Lena E Community Manager Member Since: Apr 7, 2015
1 of 5

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.

Untitled
Active Member
Darko M Member Since: Feb 6, 2018
2 of 5

It would be a good idea to work on a projection room. example you can give comments on the files. Like Dropbox Showcase. Like that. I have not seen that there are such options

Community Guru
Jo-An B Member Since: Aug 2, 2016
3 of 5

Thanks for sharing your idea Darko. We will share this to the team.

~ Jo-An

Untitled
Community Guru
Jess C Member Since: Feb 18, 2015
4 of 5

Why are you making it easier for clients to cheat freelancers?

 

How many stories have been posted to the Community over how many years about freelancers who just give up and refund their clients instead of working through difficulties, because Upwork almost automatically sides with clients? The understanding is that freelancers should bend over backwards instead of standing up for their professional integrity, because of how easily one client can damage one's JSS.

 

This new feature just makes it easier for demanding clients to cheat freelancers out of being paid for their work. It's not in Upwork's best interest, as more income will be lost, and therefore more fees. This caters to the lowest common denominator instead of building the platform's professional reputation. Goes right along with the ad campaign that was out not that long ago, telling clients they'd never have to pay for anything without 100% satisfaction.

 

So disappointing.

Community Guru
Phyllis G Member Since: Sep 8, 2016
5 of 5

undefined:

Why are you making it easier for clients to cheat freelancers?

 

How many stories have been posted to the Community over how many years about freelancers who just give up and refund their clients instead of working through difficulties, because Upwork almost automatically sides with clients? The understanding is that freelancers should bend over backwards instead of standing up for their professional integrity, because of how easily one client can damage one's JSS.

 

This new feature just makes it easier for demanding clients to cheat freelancers out of being paid for their work. It's not in Upwork's best interest, as more income will be lost, and therefore more fees. This caters to the lowest common denominator instead of building the platform's professional reputation. Goes right along with the ad campaign that was out not that long ago, telling clients they'd never have to pay for anything without 100% satisfaction.

 

So disappointing.


 THIS.

 

Honestly, Upwork has managed to attract and retain a much better base of freelancers than it deserves, as evidenced by decisions like this (and myriad choices about fixing or not fixing known bugs and feature gaps). Yes, Upwork facilitates the initial connection which is not nothing. After that, though, it's all us. The extent to which we freelancers are able to exceed clients' expectations, send them away happy, and keep them coming back and generating good word-of-mouth about the platform is no thanks to Upwork. The Message Center is cumbersome and lacks some pretty basic functionality, so we work around it. The "interview" process isn't very well conceived or implemented, so we work around it. The user documentation, while copious, tends to be kind of opaque and is often vague about critical points. We compare notes and help each other figure things out.

 

This is not a universal slam. I'm making money here. I (unexpectedly) found an authentic peer community whose interactions enrich my work life, and some fresh energy for my own work. But Upwork could be even better if whoever is driving could understand that catering to a global community and a wide range of FLs and clients (and disciplines, and industries and budgets and everything) does not have to mean orienting everything to the least common denominator. Jess, you really hit the nail on the head.

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