Effect of refunds on JSS after the client already ended contract and left a 5 star review.

[williamamanda]

Hello Everyone, 

I had a contract with a client on research writing, I did the job following all laid down directives from the client. I submitted the work to the client, she reviewed it, approved payment 3 days after, and ended the contract with a 5-star feedback and this public comment "Professional, patient and open to feedback. Highly recommend!"...  About a week after, she is requesting a refund saying the work is not as expected. What is the best approach I can take to this because she has initiated Upwork dispute specialist on the matter. She said she will request Upwork to allow her change the feedback and all sorts of threat. I really put in a great deal of efforts in getting her a qualitative deliverable in line with her instructions. Please advise....

[wlyonsatl]

If you did the work as defined in your agreement with the client, don't agree to a refund.

Has the client been specific on where your work fell short of what you were supposed to do?

[williamamanda]

Thanks for the response! Her argument is that the work failed a plagiarism checker she used. I used a different plagiarism website, and the result is different. I tried to explain to her that I used a direct quote in most cases... It is a literature review exercise which means, I am reviewing other people’s work on a subject matter. Plagiarism will set in if appropriate credit is not given to the original author which is not the case. For example, I said... According to Franklin (1967), and then put what Franklin said in a quote(") which shows I am referencing to the words of Franklin... Am I expected to import my words in place of what Franklin has said? I did all in line with the instruction. 

[wlyonsatl · Accepted solution]

If you provided appropriate references, there is no plagiarism.

Some clients know very little or nothing about the work they want freelancers to do for them. You might have one of these on your hands.

What was the total amount the client paid to you? If it's a relatively small amount, we have been told by other posters on this board that the Upwork mediation specialist assigned to resolve the refund request will not allow the matter to go to the ultimate solution - arbitration - and will instead make their own decision about whether and how much should be refunded by you.

Please come back to the board to let us know how this was resolved for you.

[williamamanda]

Thanks for the response!

I will surely come back to let the board know the final resolution. 

[wlyonsatl]

Hi,  Usman.

Can you give us an update on your situation?

Thanks.

[wlyonsatl]

Hi, Usman.

Can you give us an update on your situation?

Thanks.

[petra_r]

As Usman never returned I took a look, the feedback is still unchanged and the contract has not been refunded, so it seems the client gave up.

Will L wrote:

the Upwork mediation specialist assigned to resolve the refund request

---

Nobody is assigned a refund request. A refund request is just that, a button that lets a client request a refund. It is not a dispute. It doesn't get looked at by Upwork, and it doesn't "do" anything at all. 

Usman never mentioned that the client filed a dispute, only that the client requested a refund. The client didn't get a refund and the client also didn't get the freedback changed (which isn't possible without the freelancer's consent anyway).

[wlyonsatl]

It's good to know you are so willing to step in as an auxiliary Upwork Support person, Petra.

**Edited for Community Guidelines**

[gilbert-phyllis]

---

Will L wrote:

It's good to know you are so willing to step in as an auxiliary Upwork Support person, Petra.

**Edited for Community Guidelines**

---

Taking your comment at face value, I couldn't agree more. With increasing frequency I find myself checking user community fora first, before contacting CS, regarding questions or problems with most any app or platform I use. The reason is that knowledgeable users are generous with their time and insights, i.e., willing to step in as auxiliary...support... Petra is not the only expert contributor here but IME she certainly displays the greatest depth and breadth of knowledge about this platform. YMMV (and I'm sure you'll let us know if it does).

[researchediting]

---

Will L wrote:

It's good to know you are so willing to step in as an auxiliary Upwork Support person, Petra.

**Edited for Community Guidelines**

---

Indeed, Will, it does help bring resolution to your stepping in as case manager.

[feed_my_eyes]

---

Will L wrote:

It's good to know you are so willing to step in as an auxiliary Upwork Support person, Petra.

**Edited for Community Guidelines**

---

Since you were evidently interested in knowing what happened in this case, and the OP didn't respond to your two requests over the past month, I should think that you would be sincerely grateful to Petra for clearing this up for you.

[wlyonsatl]

Well, Phyllis, Douglas Michael and Christine, I always wonder why there are always a few posters on every Internet message board who regularly respond to posts that are specifically addressed to another poster. 

Like moths drawn to an open flame, this urge appears to be irresistible. 

[petra_r]

Public forum= Everyone has the right to comment

If you want to ask a specific person something, want to hear only from that person and want to avoid getting correct information from anyone else, you could, of course, consider sending that person a private message instead.

[feed_my_eyes]

---

Will L wrote:

Well, Phyllis, Douglas Michael and Christine, I always wonder why there are always a few posters on every Internet message board who regularly respond to posts that are specifically addressed to another poster. 

---

If I specifically addressed a question to another poster and they hadn't responded for over a month, I'd be happy and grateful if somebody else jumped in. Different strokes, I guess.

[gilbert-phyllis]

---

Will L wrote:

Well, Phyllis, Douglas Michael and Christine, I always wonder why there are always a few posters on every Internet message board who regularly respond to posts that are specifically addressed to another poster. 

Like moths drawn to an open flame, this urge appears to be irresistible. 

---

There is something I find irresistible but it's not precisely that.