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Does anyone know how these Hourly Back Guarantee Contracts work?

Community Guru
Misty K Member Since: Feb 5, 2012
1 of 27
I have several of these. Now, one of them, for some reason I don't even know, the client requested money back even though there was communication everyday. He enjoyed the work he was given, even stated that. He was more than happy with the communication. I told him when to expect the final work and he was fine with it. So, I was almost done today, had about 400 words left and suddenly the contract just disappeared. I contacted customer support and they are telling me this client is requesting a refund. I'm sorry, but my opinion is that I worked and had communication with the client daily. He even says he is going to leave excellent feedback, but wants a refund? Someone please tell me that they can't take the money out of my earnings? I worked for that money. The support emailed me telling me I'm one of their top contractors and they want to help me. REALLY? To me, this client has taken advantage of this situation and is totally fabricating to get money back. I've never been so upset than right now! I just submitted all the work to him too and told him I was right at the end but couldn't get the last part down because he'd had them stop the contract and I wasn't going to work for free. So, anyone have any answers on this? How frustrating and utterly stressful!
Community Guru
Heather H Member Since: May 9, 2011
2 of 27
I am sorry to hear that you have to face this issue, I know that you are one of the most reliable and solid contractors on the pitiful platform that used to be oDesk (I call it MonkeyDesk now). I agree that it is 99% likely that the client is just trying to game the system. I suggest that you do encourage support to view your message history with the client so that they can see both sides of the story. As far as the money back issue, I believe their new system for work done under those badges doesnt take money back from the contractor, but actually issues the client a credit in the amount of the contract from oDesk's own funds. So, you will get your payment, and the client will also get his full payment back. Please keep in mind that this is what I understood from everything I read from the information oDesk has published about their new system, I may be right, or I may be wrong, so please do ask support specifically. The downside to this of course is that oDesk keeps track of such cases when lodged against a contractor-even when the contractor is in the right. This information is often used negativly down the road. Just as when clients "dispute" hours that are actually legit and proper, and the contractor wins the dispute, but if you have a couple of these(even over the course of several years), then you account is often flagged as troublesome (even if you are in the right). I have also noticed that these badges tend to be issued to contractors that have a strong work history, and a high client satisfaction rate. Basially, oDesk is putting them on contracts that are likely never to use the feature. (it would be better of using them on newer contractors, or contractors that have a mid range satisfaction level with clients in my opinion) I hope that it gets sorted, and you did do the right thing by turning over the work since you have been paid (and I think you keep that payment), don't let it affect you since you KNOW you did all you were supposed to. I hope they start taking action against clients who abuse the system in this way.
Active Member
sivakumar r Member Since: Jul 20, 2010
3 of 27
I am fortunate enough to be not included in this programSmiley Happy
Community Guru
Margaret P Member Since: Jul 7, 2007
4 of 27
The freelancer still receives their payment under the guarantee program. Please see this: https://support.odesk.com/entries/23153368
Community Guru
Misty K Member Since: Feb 5, 2012
5 of 27
Yes, I did as Heather had said and shared the messages between myself and the client, even the work I produced. The specialist team (so they call themselves for these Money back badge jobs) told me they felt horrible and wanted to help so badly. I just said, "Really, how are you going to help"? Aren't you giving the client the money back? They are, but out of Odesk's pocket. They also stated that the entire reason I'm in this program is because of the high satisfaction rate of my clients and the quality work. That is great, but they are HURTING me. It is sad to say but there is abuse of this program, by the CLIENTS! Not all of them, because, like I said I have several of these hourly jobs under this badge of promise and the others are all going very well. I'm working my butt off, but it is going well Smiley Happy It would appear that clients expect more on these jobs. They almost seem to want you to work solely for them (some anyway) and I can't just put in 12 hours a day for one client and forsake my others I've promised things too. I try to split my work schedule but this program is making that difficult. For instance, today, I have a client who is also on this program with me (Hourly money back guarantee) and she loves my work but she is killing my energy level! Today she wants me to focus on her site for about 5 to 8 hours so she can launch tomorrow. I haven't made a direct promise, but I did tell her I'd remove all the Lorem Ipsum material and replace with quality content so she can go live. Then I can work on editing her pages from the backend without disrupting a live site. It is just more grueling because I"m seeing higher expectations, longer work hours, and the list goes on. It worries me that this past hourly guarantee position I posted about might go against me when even Odesk can apparently see it was no fault of my own. WIth the client saying they were happy (emailed me himself) and it wasn't personal, I just wonder what the problem really was? FREE WORK? Okay, I better stop assuming. Back to work with me, it's going to be a looooooong day!
Community Guru
Natasha R Member Since: Aug 2, 2010
6 of 27
I seem to be stuck with this guarantee badged, I just got a new contract and there it is again, not happy! I already wished I could opt-out after what happened to Luke and Jon-Paul and now Misty. Quote: It's only for those with high satisfaction for clients. Check this In time, I have not had any issues so far, but you never know.
Community Guru
Misty K Member Since: Feb 5, 2012
7 of 27
So, then, Odesk is pushing this feature, not for the reasons they claim, but for themselves really. It appears it favors them, in hopes of getting more clients on the platform. They aren't honest either, because they had stated only those with high ratings, the majority of satisfied clients, and a strong work history were the contractors they were forcing this upon. However, looking at that screen capture, it appears they even have it for contractors who work poorly, with extremely low feedback scores? So, it looks more and more like a marketing maneuver than it does some kind of privilege, as they'd like to claim. hmmmmm.... I still feel it is so wrong of them to just push it onto us if we don't want the added stress too! I wonder too though....How would it benefit them to put a badge like that on unfavorable workers with low feedback when Odesk themselves has to pay back the unsatisfied client? They would be causing themselves to lose money. In fact, they'd put themselves at risk with regard to credibility in the marketplace too. It's strange....
Community Guru
Natasha R Member Since: Aug 2, 2010
8 of 27
I have seen lots of freelancers with the badge, and that is the only one I found with poor feedback, but I have seen quite a few newbies with the badge. In any case, I think we should have the right to choose if we want to be part of the program or not. When I read your topic I felt your stress lol Smiley Sad I don't want this. I hope in ends well.
Community Guru
Misty K Member Since: Feb 5, 2012
9 of 27
Talk about stress girl, I think my brain is going to ooze out my eyes, hahahahahaha! Seriously! Better to laugh than cry, right? I've been working since 9 am this morning for just one client (haven't done anything for my other two that need stuff in next few days) because she needs this right away and she is on that money back guarantee thing. She told me this morning though that I'm doing a great job and she is well satisfied. But the stress--geez! I stay worried all the time now, and more stress than ever! The only good thing I can say is that it seems to bring more work which equals more income. I was also trying to figure out why some of my clients get the money back guarantee with me and others don't? I wonder what that is about?
Moderator
Valeria K Moderator Member Since: Mar 6, 2014
10 of 27
Misty, To answer your last question: since the Money-Back Guarantee program is still in beta, not all clients are part of the beta test. I hope there will be less stress and more income for you soon!
~ Valeria
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