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Client account got suspended.

Active Member
Ting J Member Since: Jul 28, 2019
1 of 14

I received an email that my client account has been suspended. We did agreed on a contract and deposit the Milestone inside the account.

 

I have done a three hour videographing for him and given him the footage, and have approved the final Milestone.

 

When I checked the transaction, the payment is still pending. So.. am I in the fixed protection program? Or I am not getting pay at all?

Active Member
Hassaan S Member Since: Jan 20, 2019
2 of 14

Dear Ting, 

 

If your payment is in the "Pending" tab in the Overview section of the reports then it means that the payment is waiting for clearance from the Upwork and has already been approved by the client. 

Screenshot_1.png

 

 

You don't have to worry!

 

Good Luck!

HS

Moderator
Avery O Moderator Member Since: Nov 23, 2015
3 of 14

Hi Ting, 

 

Protection won't cover milestone payments in excess of the amount in escrow, funds from unverified payment methods, or additional amounts that are discussed or promised between you and your client. You may read this help article for more information about fixed-price protection.


-Avery
Untitled
Community Guru
Jonathan H Member Since: Jun 19, 2019
4 of 14

i belive if the payment is in the "pending" section then the client has already paid the money to Upwork and they are just sitting on it to earn some interest before they let you have it Smiley Wink so i would think it should be fine dont worry.

Community Guru
Petra R Member Since: Aug 3, 2011
5 of 14

Jonathan H wrote:

i belive if the payment is in the "pending" section then the client has already paid the money to Upwork and they are just sitting on it to earn some interest before they let you have it Smiley Wink so i would think it should be fine dont worry.


You believe wrong.

Community Guru
Jonathan H Member Since: Jun 19, 2019
6 of 14

Really?? Thats how it always seems to work for me assuming the client has funded the milestone?

 

milestone funded - i.e. client has paid the money for the milestone to Upwork....

 

milestone approved - nothing has changed, Upwork still have the money and in addition also have approval from the client that milestone is satisfactory/complete so can release the funds to freelancer...

 

a week later (ish) - money is released to freelancer

 

(though i do realise and perhaps should have pointed out that if the milestone was not approved by client but you usbmitted request it will be 14 days before release, im not sure how that would be affected by the client being suspended though. i ASSUME id its pending all should be ok but not sure)

 

(i know its a little different with hourly jobs, i think 1 week to wait so client has a chance to flag any problems, then another week to wait while Upwork erm(earn interest?), then you receive payment?

Community Guru
Petra R Member Since: Aug 3, 2011
7 of 14

Jonathan H wrote:

Really?? Thats how it always seems to work for me assuming the client has funded the milestone?


In cases of funded milestones, if the client's payment method was not verified, it's null and void.

In cases of hourly contracts money can seem to sit in pending although the client's payment method declined.

In cases of bonuses, expense payments, payments in excess of what was funded etc the money can seem to be paid and show in pending even if the client never paid.

In cases of fraud (stolen card etc) all bets are off.

 

The moderator's response contains a strong hint. Usually she'd just say that the funds are subject to the usual 5 day security hold. Instead she lists the situations where there is no protection, sothat, along with the client being suspended, hints at "there is a problem." -

 

Pay attention always to what people don't say. It tends to give away more than what they do say.

 

And Upwork do not earn interest on Escrow funds. Never has.

Community Guru
Jonathan H Member Since: Jun 19, 2019
8 of 14

Pay attention always to what people don't say. It tends to give away more than what they do say.

Yes, i couldnt agree more....

 

In cases of funded milestones, if the client's payment method was not verified, it's null and void.

The OP (to which i was replying in the beginning says that the funds were deposited into the account. So, for that to have happened the payment method must be verified surely?(i had to verify payment when i was a client before depositing funds)

 

In cases of hourly contracts money can seem to sit in pending although the client's payment method declined.

No idea about this, i am under the impression this is a fixed type contract as the OP is talking about milestones - Having said that, handy info to know thanks.

 

In cases of bonuses, expense payments, payments in excess of what was funded etc the money can seem to be paid and show in pending even if the client never paid.

Agiain, not sure about this but the OP states that the money WAS funded and doesnt mention any extra payments.

 

In cases of fraud (stolen card etc) all bets are off.

Im sure they are - lets hope this is not the case (or sopmething anyone has to deal with). This subject is probably worthy of some research - who is responsible as upwork take the payment? a subject i think i shall read up on a little thanks Smiley Happy

 

The moderator's response contains a strong hint. Usually she'd just say that the funds are subject to the usual 5 day security hold. Instead she lists the situations where there is no protection, so that, along with the client being suspended, hints at "there is a problem." -

 

Pay attention always to what people don't say. It tends to give away more than what they do say.

 

And Upwork do not earn interest on Escrow funds. Never has.

 

Indeed, however i was reply to the OP not the moderator, in addition the mod did not say there was no protection but gave a fairly standard kind of response i would expect to come from a cs handbook.

(not saying its wrong, but i have given the OP my thoughts and experience)

 

as for Upwork not earning interest on funds, not really relevant, just a little quip. However i will agree to disagree on that one, i cant see Upwork holding funds in a 0% interest account can you? unless its because Upwork 'say' that they dont earn interest - in which case it must be true because a company would not lie (lets ignore VW and coutless other compaies that have scandals surrounding them). - and IF they genuinely dont, then who does? because someone has that money.

 

Community Guru
Petra R Member Since: Aug 3, 2011
9 of 14

Jonathan H wrote:

Pay attention always to what people don't say. It tends to give away more than what they do say.

 

In cases of funded milestones, if the client's payment method was not verified, it's null and void.

The OP (to which i was replying in the beginning says that the funds were deposited into the account. So, for that to have happened the payment method must be verified surely?


No. Categorically not. The funds just can not be released until the payment method is verified.

 


Jonathan H wrote:

 

In cases of bonuses, expense payments, payments in excess of what was funded etc the money can seem to be paid and show in pending even if the client never paid.

Agiain, not sure about this but the OP states that the money WAS funded and doesnt mention any extra payments.


Money was funded. He didn't say that all of it was.

 


Jonathan H wrote:

 

In cases of fraud (stolen card etc) all bets are off.

Im sure they are - lets hope this is not the case (or sopmething anyone has to deal with). This subject is probably worthy of some research - who is responsible as upwork take the payment?


The client's account is suspended. That means "something" went wrong.

As to who is responsible - it doesn't matter, if it was paid with a fraudulent or stolen payment method, the money goes back.

If that happens to any of us, even weeks or months after we have already withdrawn the money, and a bank pulls a chargeback, the money comes out of our Upwork accounts (except for protected, properly tracked hourly, which is protected.)

 


Jonathan H wrote:

 

as for Upwork not earning interest on funds, not really relevant, just a little quip. However i will agree to disagree on that one, i cant see Upwork holding funds in a 0% interest account can you? unless its because Upwork 'say' that they dont earn interest - in which case it must be true because a company would not lie...


So you are saying Upwork are lying about it over and over again. OK then....

I think it has more to do with Escrow regulations than anything else.

Community Guru
Jonathan H Member Since: Jun 19, 2019
10 of 14

Petra R wrote:

Jonathan H wrote:

Pay attention always to what people don't say. It tends to give away more than what they do say.

 

In cases of funded milestones, if the client's payment method was not verified, it's null and void.

The OP (to which i was replying in the beginning says that the funds were deposited into the account. So, for that to have happened the payment method must be verified surely?


No. Categorically not. The funds just can not be released until the payment method is verified.

 

OK, I dont profess to be an expert on this but i have posted 1 job as a client, and i can say that in order to do that (well, in order to hire someone) i had to....

 

1 VERIFY PAYMENT

2 DEPOSIT ENOUGH TO COVER THE MILESTONE

 

This was not long ago, my point is that you have to verify in order to deposit into the account. In fact i went through a bit of a debate with upwork as they charged my card more than they were supposed to in order to verify me - it wasnt much, but i was rather annoyed that they just took money without telling me first. The response from upwork was along the lines of - "we have to verify all clients in order to fund payment for the milestone"

 


Jonathan H wrote:

 

In cases of bonuses, expense payments, payments in excess of what was funded etc the money can seem to be paid and show in pending even if the client never paid.

Agiain, not sure about this but the OP states that the money WAS funded and doesnt mention any extra payments.


Money was funded. He didn't say that all of it was.

 

No, but he didnt say it wasnt either and if he was worried im sure that is not a point that would be missed - besides that, when i funded a milestone as a client i was required to fund the milestone - no option to only part fund it (maybe as it was low value, i dont know)

 


Jonathan H wrote:

 

In cases of fraud (stolen card etc) all bets are off.

Im sure they are - lets hope this is not the case (or sopmething anyone has to deal with). This subject is probably worthy of some research - who is responsible as upwork take the payment?


The client's account is suspended. That means "something" went wrong.

As to who is responsible - it doesn't matter, if it was paid with a fraudulent or stolen payment method, the money goes back.

If that happens to any of us, even weeks or months after we have already withdrawn the money, and a bank pulls a chargeback, the money comes out of our Upwork accounts (except for protected, properly tracked hourly, which is protected.)

 

I assume you have had this happen to you (or that its something very specific i have missed in the terms)? as once Upwork have paid  im not sure how we can be held responsible/have money deducted - as the payment is processed by Upwork and therefor they have a duty of care - or what are we paying all the fees for? 

 


Jonathan H wrote:

 

as for Upwork not earning interest on funds, not really relevant, just a little quip. However i will agree to disagree on that one, i cant see Upwork holding funds in a 0% interest account can you? unless its because Upwork 'say' that they dont earn interest - in which case it must be true because a company would not lie...


So you are saying Upwork are lying about it over and over again. OK then....

I think it has more to do with Escrow regulations than anything else.


No, im not saying they are lying because i have not seen what they have suposedly said, BUT i am saying i think there is a high probability they are not being entriely truthful if they are indicating they get no interest? where does the money go that they hold? it has to be somewhere? but, just my thoughts and maybe im wrong. I just cant see why they wouldnt? in fact even HOW they wouldnt?

EDITED TO ADD - just re-read your comment about possibly escrow regulations - sorry i missed that, i will look into it as im genuinely interested now haha. thanks. 

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