Client won't pay and "dispute" process seems to have disappeared?

[#1]

Hi-

I have an active contract with milestones, and was paid for the first, but now the client is completely unresponsive and is not paying. The support page on the matter says:

To file a dispute on an active contract

1. Submit your request here.
2. Give details to support your claim that the work is complete and your payment is due. Explain the situation with enough information to help the dispute specialist understand your claim.
3. Our customer service agent will open a case with one of our mediation specialists to review your situation.

Exept clicking "here" takes you essentially nowhere. I'm left with a note that says "We will pass your question on to one of our agents who will personally reply to you as soon as possible." Okay, but there are no agents here and nobody actually helps you. What even is this site?

[#2 · Accepted solution]

Hi,

I would say avoid dispute. Client maybe has some problems so it might get back later.

In 14 days if they don t approve the milestone Upwork will transfer automatically the money to you.

And then let the contract open and send a meesage to the client to contact you if need need you again 

And let them the freedom to contact you when they want. 

In this way you keep open and diplomatic the discussion and you might get a good feedback in the end.

If client will open Upwork and they will see a dispute they will get fustrated and might end up with a bad review.

They just come on Upwork from time to time when they needs things sorted, they don t see upwork as we see as a platform where everyday we do money. 

So have a think on it!

Alan

[#3]

Interesting! I didn't know Upwork released payment from unresponsive clients. Okay, well hopefully the client will actually respond and pay (super frustrating!!!), but if not, I suppose for now the answer is to just wait them out.

Once this is over, I'm done with Upwork. One less competitor for the rest of you, ha. 😀

[#4]

Payment is only released if the milestone was funded. Did they fund the second milestone before you started working on it?

[#5]

7 MONTHS+ are enough to be considered unresponsive? 300 dollars frozen 240 for me and 60 for upwork..  but every agent avoid to get to the point. situation  is unchanged... Suggestion for a way out.. ? also losing part of the gain..

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[#6]

If a client is responsive I just wait for 14 days from the day I submitted the article...don't resubmit since that will count as day 1 again.