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Caroline's avatar
Caroline B Community Member

Cancel Contract / End Contract

How do I cancel a contract and release escrow back to me. The freelancer and I have mutually agreed to cancel without payment.

ACCEPTED SOLUTION
Valeria's avatar
Valeria K Community Member

Hi Caroline,

 

You can go to your Jobs>Contracts and click on the name of the freelancer. Then from the contract details you can click End Contract. On the next page you will be asked if you would like to release funed amount to the freelancer or refund it to you. Choose the appropriate option and make sure you provide honest feedback.

 

I hope it helps.

~ Valeria
Upwork

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Imrul Hossain's avatar
Imrul Hossain C Community Member

Hello,

 

I face some issue about ending contarct. Like Clinet accpeting my Delivery and very much happy on it. But they are not Ending the Contract. I am taking about Fixed Contract. If they don't END the Contract after the project done, it will impat negatively my JOb Score ? What is the solution for it ? Keep in mind they are happy and accepting my delievry but they are not ending contarct for unknown or time issue I think. I need a solution from you .

 

Also if I send the delivery but client take it but don't accept or end the contract for a long period what will happen it ? It impact my Job score negatively ? After how many days I can get the money for that project ? What is the solution for it?

 

I would be glad if you help me.

 

Thanks 🙂

Nikola's avatar
Nikola S Moderator

Hi Imrul,

 

Please know that typically, freelancers wait for the client to end a contract, make any final payments, and leave feedback. You can find more information in this help article

 

If you are working with a client and they become unresponsive for a long period of time, it may be best to stop working on the project and wait for contact from the client. In some cases, you may also reach out to Upwork to contact the client on your behalf. 

 

On a fixed-price contract, ending the contract forfeits any funds remaining in escrow. Instead, it is often best to complete your last milestone before you end the contract. If your client fails to respond to your submission, funds will be automatically released after 14 days. If they respond but refuse the work and you believe you have completed the work according to the agreed terms, you have the option to file a dispute. Feel free to check this help article for more information. 

 

Additionally, I would like to add that keeping contracts with no recent activity open should not affect your score negatively. That said, if you have contracts that are still open but no further work needs to be done, you can consider asking your clients to close them or go ahead and close them yourself. Please, note that when you close a contract, the client is notified and will have 14 days to provide their feedback on the contract. If no feedback is provided on the contract by them, it will not have an impact on your score once this change is implemented. For more information, you may want to check this tread.

 

~ Nikola
Imrul Hossain's avatar
Imrul Hossain C Community Member

Thanks for answering me. Actually the work I did it is for partuclar project with fixed price. Like there is no work/milestone for those project. Now they accept the delivery also. It is showisng my In progress option. My question should I keep then In progress or I should End the Contract myself. If the job In progress without any activity any problem for my JSS? Also for the client who Take the delivery but did not Accept/End the Contract what happen for those job? It impacts my JSS any? Thanks

Lena's avatar
Lena E Community Member

Hi Imrul,

Whether you decide to leave the contact open as in progress or close the contract yourself, these actions will not negatively impact your JSS score. As Nikola mentioned, when a contract ends the client is able to leave feedback which could boost your score. So by asking the client to end the contract they will be prompted to leave feedback. If the client leaves positive feedback this would be beneficial for you.
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Imrul Hossain's avatar
Imrul Hossain C Community Member

Thanks. I get perfect answer.

Imrul Hossain's avatar
Imrul Hossain C Community Member

I have a problem with a client about Refund Issue. Like Client Give the project to me but later after delivery he told me that he made mistake like the project he added that is not possible to solve in that way. Later he asked for refund. My concern:

Will these Refund Impact negatively my JSS ?(This is a fixed contract)

Suppose I accept the refund request and later client give me good private feedback then what happen JSS ?

Currently I have 100% JSS. That's why I am really worried about it. I will be glad if Upwork Community Manager give me solution for it.

Thanks
Petra's avatar
Petra R Community Member


Imrul Hossain C wrote:
Suppose I accept the refund request and later client give me good private feedback then what happen JSS ?

The client has already left his private feedback. It is impossible to cancel the contract and request a refund otherwise.

Again, it will only have any negative effect if the client left poor private feedback while closing the contract.

 

Imrul Hossain's avatar
Imrul Hossain C Community Member

Thanks for reply. No the client did not provide feedback yet. He sent me a Refund request to me for accept. The fault from the client side not mine. Now If I accept the refund request then it impact negatively my JSS ? Suppose I accept the refund request and client get full refund then he left a good private feedback or he does not provide any feedback. In this case it wont impact my JSS right ?

 

So my Main Q:

 

Is refund any money for Fixed Contract impact JSS negatively ?

Petra's avatar
Petra R Community Member


Imrul Hossain C wrote:

No the client did not provide feedback yet. He sent me a Refund request to me for accept.


You really don't read responses, do you?

YES THE CLIENT HAS LEFT PRIVATE FEEDBACK! This is called "private" because you can't see it.

The client can not cancel the contract without doing so. So the fact that the contract was closed and you got a refund request proves that the client left (private) feedback.

 


Imrul Hossain C wrote:

So my Main Q:

Is refund any money for Fixed Contract impact JSS negatively ?


Not again.... How many times in how many threads would you like to ask the same long answered question?

Imrul Hossain's avatar
Imrul Hossain C Community Member

Thanks Petra. Sorry I already replied in the last thread that I got your answer. Yes I miss your answer into another thread. But thank you so much. I get positive outcome from you.

Imrul Hossain's avatar
Imrul Hossain C Community Member

Petra, you help me a lot by answering my Problem. Just one more question from my side. Like If I don't accept the Refund and request to continue the project- is it possible ?

Petra's avatar
Petra R Community Member


Imrul Hossain C wrote:

Like If I don't accept the Refund and request to continue the project- is it possible ?


Not if the contract is already closed. Also, you said it's not possible to do the work? 

 

Just to clarify: The client is requesting the return of the funds that are in Escrow, correct? Not money paid to you already? 

Imrul Hossain's avatar
Imrul Hossain C Community Member

Yes it is In Escrow. The money is not paid yet. Actually I deliver the project. Then after chekcing and discussion he said it is not possible by Excel. He will try another way. Then he ended contract and asked a refund request. This is my first time in Refund situaion thats why I am not understanding properly. Also aware of JSS score. Bcz currently I have 100% JSS. I am worried like If I refund him it will impact nagatively my JSS ! Once again money is in Escrow because after the delivery he ended the contarct and request a refund (Fixed contract). Thanks

Dirk's avatar
Dirk v Community Member

Did upwork helped you in this matter?

Nalith's avatar
Nalith U Community Member

I want to close a contract that both me my client has got to a mutual understanding that the end goal is impossible, how can it be done without negetively affecting JSS?

 

Since I haven't done any work in this contract, no payment has been made and I don't want him to pay either. He does quite well understand that the end goal is impossible due to come technical constraints and he no longer expect me to proceed on any work either. But the contract is still active. 

 

Can someone please help me how to end this contract without affecting JSS?

Goran's avatar
Goran V Retired Team Member

Hi Nalith,

 

Once the contract is closed both you and your client will be able to provide feedback for each other and the reason why the contract was closed. The feedback from the contract will be included in your JSS calculation. Thank you.

~ Goran
Upwork
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