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Client requested a refund with no reason

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Active Member
Dulce Maria G Member Since: Feb 24, 2019
1 of 12

Hello, I am new to upwork and recently I received a refund request from the client.

 

The problem is that there is no reason why she sent that request, since the work was completed and she approved the milestone.

Apparently, there is no reason why she asks me for a refund.

 

Maybe it's just a mistake, but the only thing I did was return the amount left in escrow to her, nothing more.

 

Also, my client agreed to pay me the amount of $50, and now I see that she has sent me a request for a refund of $50 with NO EXPLANATION, so I don't understand why.

 

I Attached a screenshot below.
As you can see, she does not say any reason or anything, so i can't understand why she sent me this request.

 

¿Am I obligated to make her a refund? The work is finished and in theory there was no problem.

 

Thank you

Community Guru
Petra R Member Since: Aug 3, 2011
2 of 12

Dulce Maria G wrote:

 

¿Am I obligated to make her a refund?


No, you are not. Send a polite message to the client that the work was done correctly as agreed (if it was) and approved by herself and that you are not going to refund at this time.

 

Active Member
Dulce Maria G Member Since: Feb 24, 2019
3 of 12

Hello Petra, thanks for your reply. But i have a doubt.

¿Client can enter a dispute with me, even that she agreed to pay me, and approved the milestone by herself?

I have returned her the amount in escrow, because she said that the project was not perfect, but she accepted to pay a friendly amount to me.

 

¿Can upwork enter a dispute with me and the client for a milestone that was approved by the client? :/

 

Thanks

 

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
4 of 12

Hi Dulce Maria,

 

Please, communicate with the client directly to try and resolve any issues amicably. If you agree to refund the money, you can issue the refund directly from the request in Messages. If you decide not to refund, the client may seek mediation assistance from Upwork. If that happens, Upwork team will reach out to you directly!

 

Thank you.

~ Bojan
Untitled
Active Member
Dulce Maria G Member Since: Feb 24, 2019
5 of 12

Hello Bojan

i've sent a message to the client, but she didn't responded. Also, she didn't said anything or didn't gave me any reason for the refund.

 

But in legal center, it says that, if client approved the milestone by himself, that means that client have reviewed the work done, and gives his consent to pay me....

Also, she liked the work a lot. Even saying that, she requested me a refund today with no reason. 

 

The problem is that she agreed to approve the milestone by herlself. For that reason i'm very confused now, and i don't want to send her a refund because there's no any reason apparently to do that.

Community Guru
Preston H Member Since: Nov 24, 2014
6 of 12

re: "Also, she liked the work a lot. Even saying that, she requested me a refund today with no reason."

 

Most clients are awesome. But honestly I don't know what some of them are thinking.

 

For all we know, she simply found a button that had the word "refund" in it, and she clicked it because she thought maybe she would receive some money. Like, maybe you're not a real person or anything.

 

And if you simply decline to refund her any money, that will be the end of it. Hopefully.

Community Leader
Kelly B Member Since: Jan 1, 2016
7 of 12

Let's say the client is currently using that logo on their website (hypothetically). Does that matter at all?

 

I think people have used me to get a design template for a few things, then they'll suddenly terminate a job. Which the weird thing is, I'd have been happy to just do one chapter or section and hand over the template. Why be sneaky about it?

Active Member
Dulce Maria G Member Since: Feb 24, 2019
8 of 12

 Yes, thats true. She said that she liked a lot the work, but when we finish the contract, she sent me a refund request without any rason or any explanation. 

Review the screen capture below, you can see how she said that she loved the work :/ 

I don't understand this client....

Moderator
Avery O Moderator Member Since: Nov 23, 2015
9 of 12

Hi Dulce, 


I had to edit your posts as it is a violation of the Upwork Community Guidelines to post chat transcripts and identifying information in the Community. As a gentle reminder, kindly refrain from posting screen grabs of your conversation with your client, or posting screen grabs with their company name to adhere to the guidelines. 

I have also checked your account, and can see that you already have a ticket for your concern. I would like to reconfirm what your Customer Support Agent has shared, you have the full discretion if you wish to approve and process the refund to your client. As suggested by Bojan, and your Support Agent, please communicate further with your client about the refund request to clarify any issues, and/or if it was initiated in error. Communicating with your client will hopefully clear any misunderstanding on the contract.


-Avery
Untitled
Community Guru
Petra R Member Since: Aug 3, 2011
10 of 12

Dulce Maria G wrote:

 

I have returned her the amount in escrow, because she said that the project was not perfect, but she accepted to pay a friendly amount to me.


Why did you do that? And... what in the world is "a friendly amount?"

 


Dulce Maria G wrote:

 

¿Can upwork enter a dispute with me and the client for a milestone that was approved by the client? :/


Upwork does not enter a dispute with you, but the client can, yes.

Clients can dispute up to 30 days after they approved payment or payment was auto-approved.

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