Upwork support, how can I actually chat with a human?

[yzingher]

Unfortunately our freelancer vanished and stopped replying to messages, so we want to be refunded. I tried submitting a refund request but nothing is happening. Now I am looking for a way to actually speak to a human being but the only chat option is a bit that goes round in circles. Can someone help?

[prestonhunter]

re: "Upwork support, how can I actually chat with a human?"

Everybody who participates in the Community Forum is a real human.

re: "Unfortunately our freelancer vanished and stopped replying to messages"

This can happen to anybody who hires freelancers, or full-time employees. It is something that clients prepare for. It is not a cause for alarm.

re: "so we want to be refunded."

The freelancer is no longer logging time or submitting for escrow payments. You have no need for a refund.

Anyway... refund thinking hurts clients.

re: "I tried submitting a refund request but nothing is happening. Now I am looking for a way to actually speak to a human being but the only chat option is a bit that goes round in circles. Can someone help?"

If you have a question that has not been answered, feel free to ask your question here. Or submit a help desk ticket.

I am sorry if you are disappointed by the fact that you hired a freelancer who is no longer working on your project. But as a general concept, that is a normal part of hiring freelancers, and it has nothing to do with refunds.

Can you explain further why you are seeking a "refund" from a freelancer who is not even logging time or asking for any payments?

[yzingher]

Hi Preston,

To be clear, we were automatically charged $1890 and haven't received anything in return, which is why we're asking for a refund.

[tinker_bell3]

Hi Yoav,

I'm sorry to hear about your experience. I'd like to check this for you. Please share the contract ID of the job you're referring to so I can check. 

[yzingher]

Hello Joanne,

Thanks for the helpful reply. The contract ID is 26560076. We were automatically billed $1890 and haven't received anything, which is why we'd like a refund. Ideally we want the freelancer to get back to us! But if that can't happen then a refund. Thank you!

[prestonhunter]

re: "We were automatically billed $1890 and haven't received anything, which is why we'd like a refund."

This is nearly two thousand dollars.

You have TWO separate tasks before you:

1. Trying to get money back

2. Figure out what you did wrong so that you will not be billed any further for "receiving nothing" and so that this will not happen again in the future.

It is not at all certain that you can get money back (item 1). Maybe you can get money back. Maybe you can not get money back.

But it IS certain that we can figure out what you did wrong. Any time that a client loses this much money, it is because the client did something wrong. That is a GOOD thing, because it means that the client can change his behavior and avoid losing money in the future.

So that we can help you figure out what you did wrong, first tell us whether this was a fixed-price or hourly contract. (In providing us with more information, we ALSO help you figure out if there is the possibility of getting any money back.)

[andregutierrez22]

Hi Yoav,

I checked and can see this is an Hourly Contract. Please know, you are allowed to dispute a freelancer’s hours if you feel that you have been billed for more time than they worked on your project. That said, you must file any dispute during the five days after the billing period closes. If you miss this window, you and your freelancer should work together to resolve any issues and discuss your freelancer submitting a refund. As you've already requested the refund and the freelancer is unresponsive, we'll have someone from our team reach out to you directly via support ticket in order to advise and assist you further.

Thanks!

[yzingher]

Thank you Andrea, much apprecaited. Unfortunately we missed the 5 day window because communication was still happening at that time, but no deliverables.

I'll wait to receive a message from your team.

[prestonhunter]

re: "we missed the 5 day window because communication was still happening at that time, but no deliverables."

$1890 is a lot of money to pay without receiving deliverables.

Why didn't you receive the deliverables after only $100 was spent? Or after only $50 was spent?

When I set up a contract with any client, I create an online account where all the files are located, and provide the client with complete root access credentials. That way the client has continuous access to all of the work, all of the time.

In the future, you should only work with freelancers who will do that for you.

That way you won't have a situation in which you have paid money, but receive nothing.