Mar 26, 2021 11:36:52 PM by Rahul B
Recently, I got a client on Upwork and I created a Facebook ad campaign for a client but the client is asking me to delete all screenshots and refund money.
Let me explain.
The client is saying that I made a mistake in the ads?
What I did wrong?
I just picked up a slightly wrong product image for his product which was for an electronic gadget for stopping a dog from barking.
I didn't run ads, I just sent them to him for approval so he can check everything.
In another ad, I duplicated the ad but forgot to change the description.
So, yeah. I made some mistakes in the ad because I was new to the business but I didn't publish those ads and asked for his approval.
Now the client is saying that you cheated me on Upwork because my mouse movement was less in the screenshots.
The client is saying that he charges $150/hour and he spent 4 hours with me and I wasted his time. So, he wants me to delete screenshots and refund his $90 ($10/hour).
My question is that I also spent lots of time on this project for understanding this project, analyzing his previous campaigns(he had lots of campaigns), his Google analytics, finalizing products, talking to him (3-4 hours), website, and competitor analysis.
If I offer him that I can create a new Facebook ad campaign for FREE just to make him happy. Is this against Upwork terms and conditions or I can do this?
Mar 27, 2021 12:22:27 AM by Petra R
Rahul B wrote:
If I offer him that I can create a new Facebook ad campaign for FREE just to make him happy. Is this against Upwork terms and conditions or I can do this?
It wouldn't be against the terms of service, but I am not sure the client would want that. You made some pretty fundamental mistakes, and if the client wanted to waste more time checking if you haven't put the wrong photo on an advert or forgotten to change the description again, chances are they could just do it themselves.
Mar 27, 2021 01:31:14 AM by Rahul B
The product image was not that wrong, it was just slightly wrong.
It was not totally a different product and I didn't publish the ads. I just asked for his approval and his previous campaigns/ads were using the same images.
Mar 27, 2021 01:18:18 AM Edited Mar 27, 2021 01:20:00 AM by Preston H
Rahul:
Remove all the time segments from your work diary. Refund any money already earned. Then close the contract.
I believe that will satisfy the client.
If paying you zero dollars and having the contract closed doesn't satisfy the client, that is unfortunate. But it will have to do because there is nothing he can really do to you at that point.
You do not need to do any additional work for him.
Mar 27, 2021 01:29:14 AM by Rahul B
What about the time which I spent on the project while talking to him, website and competitor analysis, campaign analysis, analyzing his Google analytics data for creating a strategy, campaign creation?
I was losing $1000 each month on Facebook ads and I tried to make money for him.
If I keep deleting screenshots this way for every client how I am going to feed my family? He at least 4 hours of mine just talking to me.
Mar 27, 2021 01:46:43 AM Edited Mar 27, 2021 02:20:58 AM by Preston H
Rahul, nobody here is telling you to delete screenshots or refund money for every client you work for.
You made some serious, fundamental mistakes on this project.
I very rarely advise freelancers to refund any time at all or delete any screenshots. I consistently explain to clients that they should pay freelancers for their time even if they don't like the freelancer's work.
Your situation is an exception.
I am sorry if you are disappointed by how this project turned out.
The advice I gave you was advice I believe you should follow in order to help YOU.
You have the right to NOT delete any time segments. You have the right to try to ask the client if he will pay you SOME money for your work on this project. But I believe that this working relationship has been soured too much and that this can not be salvaged. So I think trying to work things out with the client would be a waste of your time.
Mar 27, 2021 01:48:54 AM by Rahul B
I can't find delete option, from where I can delete screenshots captured by Upwork?
Mar 27, 2021 01:51:49 AM by Preston H
Go to Upwork -> My Jobs -> My Jobs
Click on the contract listing.
Click on Work Diary.
Click the checkboxes next to each time segment.
Click the delete button.
Mar 27, 2021 02:08:28 AM Edited Mar 27, 2021 02:10:46 AM by Petra R
Rahul B wrote:I know this but I don't see a delete option there.
Is the contract still active and open?
(Not paused or on hold or closed)
You need to tick the segments you want to delete, then click on delete
Mar 27, 2021 02:11:28 AM by Petra R
Rahul B wrote:The contract is paused.
Tell the client to unpause it so you can remove the time. You can't delete time on a paused contract.
Mar 27, 2021 02:02:11 AM by Petra R
Rahul B wrote:If I keep deleting screenshots this way for every client how I am going to feed my family?
Don't make a mess of your job, then. I have never had a client ask me to remove hours and I've got over 14.000 of them.
Rahul B wrote:He at least 4 hours of mine just talking to me.
I bet the client wishes he had his time back too, he actually said as much.
Mar 27, 2021 03:19:12 AM by Mikko R
Mar 27, 2021 03:54:14 AM by Rahul B
I was 100% confident that I can do this job but the client is very impatient with me but he was not impatient with the girl who was wasting his $1000 monthly ad budget and got zero response.
Recently, I generated $100,000 in sales for one of my clients.
Mar 27, 2021 04:38:03 AM by Christine A
Rahul B wrote:I was 100% confident that I can do this job but the client is very impatient with me but he was not impatient with the girl who was wasting his $1000 monthly ad budget and got zero response.
You still don't seem to be taking any responsibility for this poor outcome. The image was only "slightly" wrong? If it wasn't the correct image, then it was the wrong image - there's no "slightly" about it. Then trying to place blame on the client for not checking your work. Making excuses instead of apologies is probably what caused this client to lose patience with you. (And just for the record, I've read hundreds of Preston's responses to situations like yours, and I believe this is the very first time I've heard him say that a client deserves a full refund. He's usually very firmly on the freelancer's side.)
Mar 27, 2021 09:49:21 AM by Tonya P
Rahul B wrote:I was 100% confident that I can do this job but the client is very impatient with me but he was not impatient with the girl who was wasting his $1000 monthly ad budget and got zero response.
Recently, I generated $100,000 in sales for one of my clients.
If you are so fabulous at your job, then don't delete the screen shots. Let the client dispute them. If Upwork believes there was adequate work and you followed the rules, you'll get paid.
The client is going to review your work and it will affect your JSS. So, before you even bother to post that question: No, you can't dispute the client's feedback and it doesn't matter whether you think it is fair or not.
You can waste as much time making comparisons and arguing over opinions all you want but the reality is, you'll be paid if you followed the payment rules for hourly contracts. You'll be reviewed for your work and you'll have to live with the consequences.
Mar 27, 2021 10:04:15 AM by Christine A
Tonya P wrote:If you are so fabulous at your job, then don't delete the screen shots. Let the client dispute them. If Upwork believes there was adequate work and you followed the rules, you'll get paid.
He says in his first post, "Now the client is saying that you cheated me on Upwork because my mouse movement was less in the screenshots." If it's true that the activity levels weren't sufficient, then it's game over. I think it would be better to apologise and offer a refund instead of making the client even angrier.
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