Nov 29, 2019 07:19:22 PM by Jacob Z
Hello , I need a help. What is the contact email for Upwork as I have an issue with the freelancer. The freelancer is holding my refund and is not trying to process it as there is some disputes. ( willing to provide further details ) I would require some help on it. Thanks
Nov 29, 2019 07:59:32 PM Edited Nov 29, 2019 08:03:27 PM by Preston H
Jacob, it sounds like there is some confusion on your part about how Upwork works. Refunds are a freelancer-side operation. If a freelancer wants to refund money to you, then she may do so.
It is not possible for a freelancer to "block" or "hold" money that belongs to a client. That simply is not how the user interface works.
Would you like to tell the Forum more about your situation or ask some questions about this?
You are certainly welcome to talk to Customer Support, which you may do by creating a Support ticket. (There is no email address that you can use.) Or by sending a private message to a Forum Moderator.
But as a practical matter, clients who are familiar with the Upwork system never need to "talk to customer support to ask for a refund." It is possible to ask freelancers for a refund, and (more importantly) it is possible for clients to close a contract (or "fire a freelancer") at any time. There is literally no restriction at all on your ability to do so.
Nov 29, 2019 10:02:39 PM by Jacob Z
Nov 29, 2019 11:54:19 PM by Preston H
re: "How am I able to get my funds out of escrow without the permission of the freelancer."
There are four ways to get funds out of escrow.
The simplest way is to release funds to the freelancer. This is what clients normally do, and this requires no permission from the freelancer.
Other ways:
Request that the freelancer refund the money back to you. This requires that the freelancer click a button to approve the refund.
Or, if the freelancer DOES NOTHING, the refund request is AUTOMATICALLY approved after seven days.
Or, if the freelancer declines the refund request, then a "dispute" is created. This means that an Upwork mediator facilitates communication between the freelancer and client. Upwork itself can not make a decision about the matter. It can only encourage the two parties to come to a conclusion about who gets how much money.
If no resolution comes out of the dispute, then if both freelancer and client agree to pay for arbitration, then the matter goes to binding arbitration. This means that three parties (client, freelancer, Upwork) all pay $291 each and the matter goes to binding arbitration. The $291 fee is non-refundable. The arbitrator decides where the money goes. In extremely rare cases, the money is awarded to the client.
Nov 29, 2019 11:58:52 PM Edited Nov 29, 2019 11:59:15 PM by Preston H
re: "I gave in as my team wants to cut off ties with him as fast as possible."
The fastest way to cut off ties with the freelancer is to release any remaining escrow funds, close the contract, and block communications.
You do not anybody's permission to do this.
Nov 30, 2019 12:22:29 AM by Jacob Z