Nov 17, 2020 04:57:06 AM by Roberto M
Hello,
I'm a new client here. I've been so far having a great experiences with a few freelancers but there was a freelancer (contract ID 25546647) that didin't deliver the job properly and lied about getting the job done in time. Unfortunately being a new client, I thought I cancel the job and gave her $20 bonus but I've just realised I was charged $143.33 on top of that and now she doesn't want to refund any of the amount.
This experience has left me afraid that this could happen again and left me with a bad vibe on the jobs.
I'm waiting for Upwork to follow up the case and get back to me. I hope it can resolve ASAP as I"m having chat with other freelancers about other jobs and I"m not feeling secured to use this app.
Any advice on how people feel about similar situations?
Thanks
Nov 17, 2020 05:07:32 AM by Goran V
Hi Roberto,
I`m sorry to hear about the bad experience you`ve had. Our team will reach out to you via ticket with additional information and will assist you further directly on your ticket. Thank you.
Nov 17, 2020 05:56:05 AM by Roberto M
Nov 17, 2020 10:45:44 PM by Petra R
Roberto M wrote:I thought I cancel the job and gave her $20 bonus but I've just realised I was charged $143.33 on top of that and now she doesn't want to refund any of the amount.
Was this an hourly contract?
Hourly contracts are paid according for the time spent working, not any specific deliverable. If the freelancer used the tracker correctly, she will win a dispute.
Nov 17, 2020 11:50:05 PM by Roberto M
Nov 18, 2020 12:27:30 AM by Petra R
Roberto M wrote:
I don’t know how I added 7 hours by mistake.
You didn't "add 7 hours" - the freelancer worked and tracked their time, so you were charged for the time the freelancer tracked. That is how it works and what you agreed to when you hired the freelancer on an hourly contract.
It is how hourly contracts work.
If the freelancer tracked their time correctly, they did what you hired them to do and you will not be able to win a dispute, because hourly contracts are purely about the time spent actively working on the client's project. Whether you "like" the resulting product or not, does not matter.
The only way you could win a dispute in this case is if the freelancer:
Nov 18, 2020 12:32:05 AM by Roberto M
Nov 18, 2020 04:06:29 AM by Roberto M
Nov 18, 2020 12:30:43 AM by Aleksandar D
Hi Roberto,
I checked and it seems that you already disputed the contract. Currently, our Dispute specialist is reviewing the case and will be following up with you. Please note that we will not be able to discuss the details here because it’s a public Community.
In the meantime, feel free to check out this help article and this Community thread for more information about disputes.
Thank you.
Nov 18, 2020 04:28:41 AM Edited Nov 18, 2020 04:31:21 AM by Aleksandar D
Hi Aleksander, thank you for getting back to me.
This is the last conversation I had with the freelancer and she’s not getting back to me.
I didn’t get anything for the job and ended up paying her $163.33 by mistake as I’m a new client. This situation creates too much stress and lack of trust as i haven’t been able to speak to someone. I hope you can understand.
I'm attaching the image of my last conversation with the freelancer.
I hope i can get refund asap.
**Edited for Community Guidelines**
Nov 18, 2020 04:50:40 AM by Aleksandar D
Hi Roberto,
I do understand your frustration, but as shared previously, we will not be able to discuss the details here because it’s a public Community.
Our dispute specialist will review and evaluate the contract Work Diary using the criteria stated in the Upwork Hourly Protection. Please allow more time for that to happen and once it does, someone will reach out to you.
Thank you.
Nov 18, 2020 08:50:20 AM by Andrea G
Hi Roberto,
I checked and it looks like one of our agents has reached out to you via support ticket in order to assist you with your dispute.
The button 'Get Help' should work for you. After you click the button, a popup should open on the right side of the page. Have you tried clearing your cache and cookies or using a different browser? If that doesn't work, you can click on the question mark button on the bottom right as shown in this screenshot and start chatting with our bot where you can contact support as well. I would suggest posting here in the Community if you need any help so that we can help you.
Thanks!
Nov 18, 2020 08:58:20 PM by Petra R
As has been pointed out to you previously, you can only get a refund if the freelancer did not log their time correctly.
I would also suggest that you change the feedback back again (you have 2 weeks to do so). Trading feedback for a refund is a violation of Upwork's terms of service.