Hello, I am unsure what to do and am looking for help here. I did work that a client asked me and carried it out following exactly the terms that she asked. The task was that she wanted to have 3 assignments edited. I completed them and she released the payment as well as giving me 5 stars and a great review.
Now, two weeks later, she got feedback from her advisor that the 3rd assignment was not done properly. She contacted me to fix it but I was on vacation and couldn't until I was back but she said it was going to be too late. She in turn, asked for a refund, but I didn't repsond as I was on vacation.
Today, I check my email and I have a dispute filed that I didn't do the quality of work she wanted and she wants a refund. I don't know what do to.
Can someone please advise? It just seems a bit contradictory to me because I did everything I had asked and she even gave me a review that was very positive.
This client's behavior is unprofessional and unethical.
It is unfortunate that she was able to file a dispute.
My advice would be to respond to the dispute email by providing Upwork with your response and anything they are asking for. Focus on the fact that the client is NOT asking for a refund due to the quality of your work. She is only asking for a refund as a way to manipulate the system and obtain your work for free.
If you're fortunate, things will go your way. But often with disputes and unreasonable clients, that is not the case.
If it was ME (personally), I would issue the refund and keep the project for myself. I would post the project as a portfolio item. But I don't know if that makes sense for you. I don't know know how much time or money was involved. So at this point it is worth a shot trying to provide Upwork with information for the dispute. But it is never good news to hear that a client filed a dispute.
@Preston H wrote:
If it was ME (personally), I would issue the refund and keep the project for myself. I would post the project as a portfolio item.
She can not do that, she does not own the rights to work she edited.
@Mara R wrote:
Now, two weeks later, she got feedback from her advisor that the 3rd assignment was not done properly; I thought it was and I did everything she asked. She contacted me to fix it but I was on vacation and couldn't until I was back but she said it was going to be too late.
What kind of "assignment?" Was this by any chance work of an academic nature? Theoretically after the client reviews and approves the milestone that's it...
Mara, I don't think there's anything to worry about unless there's academic fraud involved, in which case both you and the client might be in trouble.
Please, use Resolution Center to contact Upwork mediation specialist, discuss the matter with the client and provide evidence that the work was completed as agreed. The team will assist you with resolving the matter professionally and amicably.
Your client probably escalated the matter because you didn't respond to her initial actions. Try to get the matter resolved. You might at least consider whether the third part of the work is worth fighting over if it really wasn't done the way the client needed. Start communicating now. There's no way for the client to know why you ignored the matter unless you do.
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