Client don't want to pay for tracked time

[#1]

I accepted an offer for hourly contract (on Monday 1 July), but my tracker didn't worked (I sent the message to Support team) and I did manual tracking. When the client looked at variants, she asked me to send my working files in Adobe Illustrator to her (I did it), because she wanted to rework them and send me for final work, retouching and adjusting,  and told to delete manual tracking because the variants don't correspond to the task. I deleted all Manual Tracking time and ended contract. I would like to refund contract in order to avoid bed review, but the button "Refund" is not active. Could you help me with this problem?

[#2 · Accepted solution]

Hi Iuliia,

The reason why the Refund option is not active is because your client still hasn't been billed for the hours you have added this week.

If you would like to remove your manual time open your Work Diary and delete the manual hours. I would also like to remind you that manual time is not protected under our Upwork Hourly Protection and to always use our desktop app to track your time. 

Keep in mind that our app has a time-caching mode and can cache up to 12 hours. Once the app is reconnected to the internet it will upload the cached time. Thank you.

[#3]

Goran, thank you for your help! I deleted all manual time. So Is it impossible to make a Refund with empty (not billed) contract?
Thank you

[#4]

Hi Iuliia,

Yes that is correct, since no funds have been exchanged/billed there won't be an option to refund them. Since you`ve deleted your time this means that your client will not be billed on Monday. When you work on Hourly contracts your clients are billed every Monday for the time tracked in the previous week. Thank you.

[#5]

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Iuliia S wrote:

Goran, thank you for your help! I deleted all manual time. So Is it impossible to make a Refund with empty (not billed) contract?
Thank you

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Think about it logically: You were never paid, so there is nothing to refund.

You said that you ended the contract to avoid poor feedback: Do you realise that the "nothing paid" contract may not have public feedback, but will still affect your Job Success Score?

[#6]

Petra, thank you for the response.
Yes, I realise, but don't know exactly yet, because I didn't find any rules about this situation at Help Page. Anyway the client has my work now just for free (it is about 10-12 hours)