Automatic Refund

[#1]

One of my contract was suspended by Upwork. I have worked 37 hours at first week. Payment was shown for 37 hours and its due tomorow, but just couple of hours ago msg pop up that i refund $21.70 to client. I didn't to that. Can I get answer why it was detected because I have logged all my work in diary and always use time track desktop application. Answer will be appreciated. Thanks.

[#2]

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Tariq S wrote:

One of my contract was suspended by Upwork. I have worked 37 hours at first week. Payment was shown for 37 hours and its due tomorow, but just couple of hours ago msg pop up that i refund $21.70 to client. I didn't to that. Can I get answer why it was detected because I have logged all my work in diary and always use time track desktop application. Answer will be appreciated.

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Your client failed to pay for your hours and some of your hours did not qualify for protection, because they were manual time, had low activity levels, were without meaningful work memos for example.

[#3]

This also happened to me,  It's means if i log the hours with the tracker next time then upwork can't refund in case client unable pay?

[#4]

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Zain S wrote:

This also happened to me,  It's means if i log the hours with the tracker next time then upwork can't refund in case client unable pay?

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You can search Upwork help on how to work on fixed-price and hourly contracts. You will also see the requirements to be protected.

[#5 · Accepted solution]

Hi Tariq,

We're sorry to hear about this. On hourly contracts when a client fails to pay for the hours logged by the freelancer and those hours don't meet the requirements for Hourly Protection, the payment may be reversed. Please check out this article for more information.

Our team will also be reaching out to you via email with more information.

Thank you for reaching out to us.

[#6]

Hi Bojan,

The same thing happened with me and I got the same notification stating that I refunded that amount to client. My question is: Was that payment first deducted from client's account and then he got the refund after some days or was that payment even not deducted from his account at first? The reason why I am asking is that client wants to pay me that refunded amount again as a bonus payment but he tells me that he has received a notification from Upwork regarding the refund but he has not received any money back into his account. This all process has passed more than 2 weeks and he did not receive any money back into his account. Now, my thinking is that maybe that amount was not deducted from his account at all and the notification didnot mean refund, but actually it was the reversal of what I tried to charge him. If I am right, how can I explain him because he still thinks that his account was charged initially? Pls tell me the answer and solution. Thank you!

[#7]

Hello Sohaib,

Thank you for reaching out. I checked your account and I noticed that you're referring to the work week of 2024-09-22. It appears that your client's payment were unsuccessful, which means they weren't charged, and the hours logged have been reversed.

I see that you already have an active support ticket. We've received your message, and one of our agents will be reaching out to you shortly! In the meantime, you can check your ticket on this page.