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tekwrite
Member

Client made double payment; how do I do a refund?

Client was charged twice for same project and I would to give it back. Can you tell me HOW?

 

Thanks!

18 REPLIES 18
gd90
Member

I had this happen with me and I contacted Support via Live Chat and the rep did it on my behalf. There is an option to manually issue a refund. Click on Job Details for the particular job on your My Jobs page and see the option on the right, but I wouldn't recommend it.

Where is this elusive live chat?

 


@Robyn J wrote:

Where is this elusive live chat?

 


 Live chat is only available to clients and top rated freelancers.

You can ask your question here or create a ticket.

bronnyslav
Member

Hi, Kenneth.

Actually, there is 3 ways to go about this issue. First 2 were already mentioned by Gyan, and the third one, is to negotiate an additional work with client that will cost exactly as much as he has overpaid.

If possible, I’d myself prefer to do some additional work. Here is an explanation why:

In my understanding, Upwork rating system considers each and every refund, even one mutually agreed on, or one made to correct some mishap; to be a failure of contractor. And so, if refund is processed, it impacts on job success rating. Maybe, if refund is process manually by support representative, it will not be the case. But I’d rather avoid involving support in this issue – one little slip up on their part, and you’ll be left with no money for project at all.


@Alexander N wrote:

 

1) In my understanding, Upwork rating system considers each and every refund, even one mutually agreed on, or one made to correct some mishap; to be a failure of contractor. And so, if refund is processed, it impacts on job success rating.

2) But I’d rather avoid involving support in this issue – one little slip up on their part, and you’ll be left with no money for project at all.


 1) No it does not, as has been confirmed several times now. It is the outcome of the contract that determines its impact on JSS, a successful contract with a refund, or a refund hat happened within a successful contract,  does not in any way affect JSS negatively!

 

2) It would take a massive slip up.... which is unlikely.

 

It is better to go down that route (contact support or asking the client to do so)  because it means the client does not have to wait up to 12 days to get their mistakenly paid money back (as is the case with a freelancer initiated refund, especially if the freelancer has no available funds to cover the refund of money they have not received yet) - or the OP won't lose the refund out of their currently available funds if they refund from the contract end.

 

If, for example, the OP has 100 in cleared funds available, from,say, another contract, and issues 60 refund which won't clear into their account until 6 days from now, it takes the refund out of the 100, AND the client won't get the funds back until the 6 day security hold is up. So the OP would have only 40 until the 60 that were mistakenly paid become available... If the freelancer has no cleared funds the refund won't be initiated until the freelancer does, and then takes the 5-6 days to get back

Thanks for the advice. I will probably try the chat route as 1) the project has ended and 2) the only balance I have is the negative amount equal to the double payment

 

Upwork said they will apply future earnings against the credit, which is fine with me. I am waiting to hear back if the client will be reimbursed promptly or not.


@Kenneth P J wrote:

Upwork said they will apply future earnings against the credit, which is fine with me. I am waiting to hear back if the client will be reimbursed promptly or not.


 When did the client make the double payment?

 

The client will not get their money back until 5-6 days after you have cleared funds to the value of any refund in your account.

Well I told the client I would send him a check since Upwork does not seem to have any simple mechanism for me sending them money! Rather ridiculous if you ask me.

Kenneth,

 

it CAN be sorted.

 

Tell us when the client has made the double payment, and whether you had maybe already withdrawn it? Did you already doa refund from your Upwork account?

 

Don't send a check, that's going to 1) mean you lose the Upwork fee and 2) make a mess as the client will be refunded again if you have already pressed the refund button.

 

Let us know the timelines of what happened, and what you have already done to try and rectify it.

Here is a screenshot. I would not knowing have requested the second payment.

 

Somehow the project got deleted and so the client re added it. I had to manually enter my hours, so that is what probably caused the double billing.

Kenneth, the problem is that you actually withdrew both the actual normal hourly payment, and the manual payment.

 

So there is now no simple way for Upwork to repay the client because you have already got the money so Upwork need to get it from you first, then give it to the client, plus you have already issued a refund! If the money was still on your Upwork account it would be easier.

 

There are 2 ways to do this, the ideal one involves contacting customer services because you have withdrawn the funds AND issued a refund.

 

The easiest would be to send a PayPal payment to Upwork to cover the money you withdrew. To do this you MUST contact support and get the correct email addy, and then  send the money, and then send the unique PayPal transaction ID in your support ticket so Finance can fish out the payment and apply it to your Upwork account. Upwork will then add the fee back and the client gets their money back

 

The other option, if you have ongoing contracts, is to make the client wait until those payments cover the full refund (only once the full value is reached will the money go back though, it won't go back in installments)

 

Do NOT send a check as you will lost the fee, which, in the case of a Upwork refund, Upwork sends back to the client along with your portion. also, because you have refunded, any new funds you may earn will be applied against that refund so the client ends up refunded twice...

That DOES make sense!

Thanx for your input, Petra.

But I still have serious doubts about how JS in affected by refunds. For example, I once had a project for a large volume of technical documentation, that was put on hold and then shrank to single article. Naturally, funding also became significantly smaller. Like 20 times smaller or so.

Project was completed successfully and closed. But also refund from original milestone amount was processed. And “boom!”, my JS score went 2% down. Maybe… Maybe there were some factors involved that are unknown to me. But I see what I see.

 

Kenneth, sending money back to client by any method outside of Upwork might not be the best idea. It's not exactly approved by marketplace policy, if memory serves me right.

kochubei_valeria
Community Manager
Community Manager

Hi Kenneth,

 

I am sorry about the confusion. To clarify, you currently have a negative balance on your account since you withdrew both payments and refunded one of them. That negative balance will be covered by your future earnings on Upwork. Please, refer to the ticket you have with Customer Support for more information.

~ Valeria
Upwork
tekwrite
Member

Yes but when will the client get his refund? Someone here said not until my balance goes back to zero.


@Kenneth P J wrote:
Yes but when will the client get his refund? Someone here said not until my balance goes back to zero.

 This is correct, Kenneth. Do youhave on going jobs which will bring it to 0 quickly?

 

If you want your client to get it quickgo down the PayPal route but ONLY via Support.