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703328f9
Community Member

Client asking refund for completed project

hi, need some help,just asking for an advice.. i have a client recently who requested for a refund after upwork approved the payment automatically.. upwork approved payment last may 11, 2022 and client message me requesting for a refund today may 19, 2022. his reason was that i didn't finish the job and then i didn't give him the soft copy which is not true because it can be seen in our conversation in upwork chat room that i sent all the files that he needs. i'm just asking if i can cancel his request or what action can be taken for such a situation.. attached is the screenshots that proves that i submitted the files his asking. thanks in advance

 

**Edited for Community Guidelines**

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759e32fa
Moderator
Moderator

Hi Mae,

 

Thank you for reaching out to us. Since the funds were released to you, a refund is at your discretion. I would suggest that you communicate with the client as to why they are requesting a refund to understand where they're coming from. If they aren't satisfied with the deliverable, you may offer a revision. Please note that they have the option to ask for revisions as well upon receiving your submitted deliverable for each milestone. But in this case, you get to decide whether you would issue a refund or not.


~ AJ
Upwork

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2 REPLIES 2
759e32fa
Moderator
Moderator

Hi Mae,

 

Thank you for reaching out to us. Since the funds were released to you, a refund is at your discretion. I would suggest that you communicate with the client as to why they are requesting a refund to understand where they're coming from. If they aren't satisfied with the deliverable, you may offer a revision. Please note that they have the option to ask for revisions as well upon receiving your submitted deliverable for each milestone. But in this case, you get to decide whether you would issue a refund or not.


~ AJ
Upwork

hi annie, thank you for paying attention to my concern and giving an advice.

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