I wonder if someone can help me.
A freelancer has done some design work for us and is now refusing to send us the editable files only the PDF.
Whilst we never specified for the editable files (our fault and wont be repeated) the work that has been delivered isnt usable for us and so we need to be able to make changes to it even be used. freelander is refusing to make the changes without charging more even though they haven't met the design brief.
Do we just have to put up with it and learn our lesson or do we have comeback?
I am pretty new to Upwork and may not be able to answer your questions.
But you could perhaps check to see if it is an editable vector PDF and not a rasterized file if you haven't already done so. As a designer, I sometimes work with vector PDF files too which are editable in Illustrator.
If you open a support ticket, Upwork representatives will communicate with the freelancer on your behalf. Perhaps they will be able to get the freelancer to cooperate.