I have a potential issue with a client who seems to be positioning themselves into seeking a refund. I performed the work that the client had asked for, within the specifications that I was given. The task was to design several parts for a very small device - the size limits ranging from 1-6 mm in size. Because of the sizes involved, there are dimensions that span to 4 decimal places due to design methodology, practices, and accepted standards (tolerance, fitments, spacing, hole sizing, etc).
After delivering the final items to the client I asked he client to review and closed the contract, the client has come back stating that he is unable to succesfully 3D print the items that I designed, and is asking to have them adjusted. This is fine, however, when I ask what 3D printer the client is using, the client states it is a low end hobby unit which is only capable of printing to 0.1mm accuracy (these parts have dimensions smaller than that).
My first instinct is that the client's budget printer is not my problem and is out of my control. However, that doesn't always make for good business and I'd like to try and assist with the request - within reason. I ask the client for a sketch of the problem areas (on the blueprints that I provided), but receive no response. I ask repeatedly for several days and receive only single sentence responses which never address the issue the client claims to have. Then it gets pushed out another day.
This has been going on for about a week now and I still do not have the sketch that I asked for, and the client just says that he is busy and that they will get back to me. I find it odd that the client is suddenly busy, when during the design phase he would ask me for updates daily.
Because of this, I feel as if the client is attempting to position themselves so that they will receive a refund (for whatever reason), and be able to retain the work that I have performed (essentially for free). I did perform the work under the Upwork tracker app so there is no manual time logged. Should I be worried about a clawback or am I protected using this app?
Since I am unable to communicate with the client I am wondering how I should approach this. My instincts are telling me this is one of those situations where the client has made a mistake (a lack of due dilligence into how they are going to have these items made in real life). I believe that the client realizes that they have made a mistake, and are now grasping for reasons to make it my fault in order to get a refund, rather than to accept that I delivered what they had asked for.
