Client asking for a refund 20 days later

[saulosrv]

Hi, I've successfully completed a fixed price contract, client was satisfied and paid me. 20 days later he comes back claiming that the templates I created for him doesn't work and, therefore he wants full refund.

The money is already in my bank account.

My question is: if I refuse to refund him and he wants to go for arbitration, but I also refuse to pay the $291, what would happen? What are my options here?

I could only find the answer for money that is still in escrow, not for money that has already been withdrawn like my case.

Thanks for your help

[lysis10]

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Saulo Roberto d wrote:
Hi, I've successfully completed a fixed price contract, client was satisfied and paid me. 20 days later he comes back claiming that the templates I created for him doesn't work and, therefore he wants full refund.

The money is already in my bank account.

My question is: if I refuse to refund him and he wants to go for arbitration, but I also refuse to pay the $291, what would happen? What are my options here?

I could only find the answer for money that is still in escrow, not for money that has already been withdrawn like my case.

Thanks for your help

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If you refuse, you forfeit and he wins. You're kinda stuck there. But he might not pay either and then you win or you come to an agreement and take a payout.

[saulosrv]

But how would upwork get the money from me then? Since the funds are long gone from their account? 

[lysis10 · Accepted solution]

They put your account in the negative if you don’t have the funds to cover the refund. So any money you make goes to the negative balance until you pay it off.

[avirockx007]

Hi Saulo,

You kinda stuck in a bad position. I'll suggest that you just negotiate with your client & tell him how it's not possible or whatever. It's like more common nowadays that clients get frustrated with the work done & ask for a refund. So, I suggest trying to deal with it professionally may give you a better result. I hope it works. 🙂

[saulosrv]

I'm already trying it, but now we're just back and forth... I'm afraid he might want to go to arbitration but it's not worth it for the value of it. I just want to know what measures Upwork can take against me or even the client himself so I can put on scale all my options and see what's the least worse option 

[JoanneP]

Hi Saulo Roberto,

I checked your account, and I can see that our team is already assisting you directly on this ticket number: 30120324. One of our agents will update your ticket to assist you further.