Client wants a refund and I'm not sure how to proceed

[#1]

Hello, 

I have been doing an illustration job for a client. Initially, it was fine he explained what he wanted and everything. Well, I did the job in my own time (he didn't give a due date) and once it was completed and sent for feedback, he said: "it's not what I was looking for". Ok, it's an illustration job and restarting concepts it's not as easy as designing a page. 

He then proceeds to ask for another illustration/photoshop job with a different concept. Knowing how frustrating it can be sometimes when freelancer X client ideas don't really match, I said yes and did the second concept, and submitted the milestone. He liked it! 

Now it's when we clashed heads, we wanted a third concept done in the same milestone claiming "the level of difficulty it's not as hard as I first requested" hence why he said I needed to do this extra concept. At first, I said I could do the third concept for a third of the price since I have spent time doing the first and second concepts. He said no and our conversation ended there. 

Well now it comes to now, he forgot to approve ou ask for changes in the milestone and the funds were released after 14 days. Now he is wanting a 50% refund and I don't think it's fair. How do I proceed? Even though it's a fixed price, I'm still aware of how many hours I spent working, therefore, I shouldn't give him a refund because I know the value of my time. How long do I have until I need to take action? Any advice would be great!

Thank you, Andre

[#2]

If a client doesn't like your work, that is fine. He is NOT required to use it.

But he still needs to pay for it.

He is acting unprofessionally and immorally.

Fortunately, you have been paid already.

If it was me, I would close the contract myself, and I would ask the client to go to the community forum and get advice on what to do.

[#3]

Thank you, Preston. I think I will be following your advice, I'm just curious to know how long I have until to decide if I should refund him or not. 

[#4]

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Andre A wrote:

 I'm just curious to know how long I have until to decide if I should refund him or not. 

---

You don't really have to do anything, as there are no more funds in Escrow. If it had been a request to return Escrow funds, you'd have 7 days.

You can politely tell the client that you delivered what was agreed and are not willing to refund.

The client is able to dispute up to 30 days after Escrow was funded (funded, not released,)

[#5]

Hello,

There is no funds in escrow. The funds were released by Upwork after the
client didn't take action in responding to my milestone submission. The
client is asking for a refund from the money that has been paid to me, not
escrow.

What is the best way to proceed?

Thank you, Andre

[#6]

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Andre A wrote:
There is no funds in escrow. The funds were released by Upwork after the
client didn't take action in responding to my milestone submission. The
client is asking for a refund from the money that has been paid to me, not
escrow.

What is the best way to proceed?

---

I am assuming the client got what they asked for and the work was correct and as discussed?

Has it been more or less than 30 days since the last milestone was funded?

If more: Politely decline the refund and sit back = the client can no longer dispute anyway.

If less: Politely decline the refund, the client "might" dispute, if they do, come back and we'll take it from there.

[#7]

Well, the client didn't like the first concept, therefore he asked for me to do a second one, which I did and then he thought he could squeeze a third one in the same milestone and I said no. 

And yes, it has been more than 30 days since the escrow was funded. 

[#8]

Thank you for your reply, Petra. 

Interesting what you said about he can request a refund from funds in the day escrow was funded. I checked our contract and it has been more than 30 days from the day he funded the escrow. Therefore he has no leg to stand on? 

[#9]

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Andre A wrote:

Interesting what you said about he can request a refund from funds in the day escrow was funded.

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He can "request" a refund all he likes, but he can only take it to dispute within 30 days of funding the last milestone.

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Andre A wrote:

I checked our contract and it has been more than 30 days from the day he funded the escrow. Therefore he has no leg to stand on? 

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Nope. He could rrequest "mediation" and if he does, just repeat that the job was done and that you are not willing to refund.

[#10]

Andre,

Moving forward, please manage your client's expectations.  Before accepting a job, make sure you and your client are aligned on how many revisions are included in the price.  If the client wants additional revisions, you are happy to oblige as long as you are paid accordingly.  Now that you've been paid for this project and delivered what was initially agreed to, you do not have to refund any of the money you rightfully earned. 

[#11]

Hello Robin, 

Thank you for your response. I'm always very clear with my clients how the job will be developed and it's unfortunate it happened with a client. Do you think this will affect my profile negatively (besides the feedback he would probably leave)? I take a lot into consideration my skills in treating clients with the best possible service. 

How can I denied his refund or should I just close the contract? 

Thank you. 

[#12]

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Andre A wrote:

Hello Robin, 

Thank you for your response. I'm always very clear with my clients how the job will be developed and it's unfortunate it happened with a client. Do you think this will affect my profile negatively (besides the feedback he would probably leave)? I take a lot into consideration my skills in treating clients with the best possible service. 

How can I denied his refund or should I just close the contract? 

Thank you. 

---

A negative review will affect your JSS but by how much I don't know.  Your profile is set to private so I cannot provide an estimate.  The more projects you have within the 12, 24-month period (and with good public and private feedback), the less likely it will greatly effect your JSS.  

Politely decline the refund as Petra suggested giving the reason that it was not within the original project scope.  Mention you already spent time on the revision.  Since it has been more than 30 days he has no clout getting the refund and you are safe.  

In this situation I would close the contract (again depending on your current JSS and the number of positive reviews).  

Keep us updated!