I`m sorry about the inconvenience this had caused you. I would also like to confirm that our team has followed up on your ticket with additional details to assist you further.
If you have any additional questions feel free to post them on your ticket and our team will assist you further as soon as possible. Thank you.
Sorry, Upwork's CS is close to non existant, at best you'll get some "template" answers until you give up. They even ignore the existance of CX -I spent 5 (five) years trying to convince them UX wasn't the same as design. CX is part of UX and still doesn't exist in UpWork, so they'll hardly apply it in their daily operations when they ignore it exists, maybe in 5 years-.
You're talking about companies like Uber with CS and CX specialized departments, but it's not the case here. I wish you luck on this, but honestly doubt it will ever be resolved as you expect it to be resolved
Thank you for answering. I also do not see it fair that the freelancer has to even be involved in this discussion when clearly it was my mistake. I was not aware that Upwork was strictly USD and if anything I feel like I am being penalized for this error by paying a price out of budget.
My question more so for Avery (or any customer service representative) was if Upwork could reimburse me or absord the difference? Especially since I am a new user I feel like there should be some kind of policy to cover this?
Preston H wrote:
Obviously it is not fair to ask the freelancer to accept less payment due to the client's confusion over the exchange rate.
The Forum Moderator did not say that this would be a fair thing to do. I think the Moderator was simply pointing out something for the sake of providing "complete" information.
The client appears to be a thoughtful, fair person. I seriously doubt she would ask this of the freelancer.
That field can ALWAYS be edited by the client to request that the freelancer allow the client to pay less than the agreed-upon milestone payment amount. A client "could" edit that amount and request to pay less money due to confusion about exchange rates. The client "could" edit that amount and requst to pay less money because she doesn't like people who have vowels in their name. That doesn't mean the client "will" or "should" do so.
Don't be ridiculous. If a client posts a problem in the forum and a moderator suggests paying the freelancer less money (and this was the only solution that was suggested), then obviously the moderator DOES think that this is a fair solution and is not merely posting a theory in the interest of "providing complete information".
Avery O wrote:
ETA: We just noticed that you have only funded the milestone for this contract, but haven't released it yet to your freelancer. When you release the money in escrow to your freelancer, to pay for the work that they have submitted, you have the option of releasing a partial amount instead of the whole amount. You may refer to this help article for more information on how you can review, and release a paymet for a milestone. If you have other questions, please don't hesitate to post a reply on this thread.
Is that really a suitable way for Upwork to suggest fixing this issue? Presumably the freelancer knows how to use the system and has taken or quoted on a job based on either the budget offered or the price they have submitted. Why should the freelancer be financially penalised for the combination of a client not knowing the rules properly and upwork not providing adequate information to ensure newcomers understand key points?
I liken this to another situation we encountered over the past many months: Files transferred through Upwork were being silently modified, often crippling functionality or changing the files significantly, because Upwork was using a malware-checking system without informing users.
This really caused confusion and problems for a lot of users, such as freelancers who edit Word files, and saw those edits stripped out of the files they sent to clients.
It was kind of a ridiculous situation. It was discussed quite a bit in the Forum, and Upwork DID MAKE MAJOR CHANGES to their system. Upwork added entirely new functionality that lets users know that files are being changed, and lets users choose to download un-changed versions of files.
These changes were made because there was a lack of transparency that was causing real problems for freelancers and clients.
So although the currency rate used to charge clients is a seemingly unrelated topic, I see this as very similar because once again there are potential problems caused because users don't know how the system works. And this could be fixed simply by making it more clear.
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