My observations about things that I think can be improved:
I have read posts in the Forum indicating that when a refund is issued from a fixed-price escrow payment, the money SOMETIMES goes back to the client's funding source. And SOMETIMES goes to the client's Upwork account.
This seems confusing to me. If this is not really what is happening, then I hope someone will correct me. If this IS what is happening, then it would better if:
- The client can control where the money is refunded back to - Upwork account or funding source
- The money should always go back to the funding source
If money sometimes DOES go back to the client's Upwork account, it would be better if there was a SIMPLE BUTTON that the client could use to withdraw that money back to his funding source. (Rather than needing to contact Upwork Customer Support.)
Thank you for your feedback, Preston. I understand that it may appear inconsistent. However, whether the refund is issued directly to the client's payment method or to their Upwork balance generally depends on whether that refund is coming from Escrow (cancelled fixed-price offer or cancelled milestone) or from the freelancer's account (freelancer issuing a refund of money that's already been paid to them.) This is currently by design. That said, I appreciate your suggestions on how this experience could be improved and will share them with the team.
Thank you for your patience as we looked into this further. A Customer Support Team member has reached out to you through this support ticket to assist you further with your concern. If you have further questions, please don't hesitate to update the same ticket thread so that the team can assist you further.
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