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maddestmind
Member

How can I refund a client for an ended hourly work when the work week is "in review"?

I ended a contract with a client because he's not satisfied with my work, we agreed I receive zero for payment. The first work week was refunded successfully. Unfortunately I failed to remove hours for the current week in my work diary when I ended so now he is billed with the second work week. I tried to refund for the second work week which is "in review" but my current balance is lower than the requested refund amount, and I don't even know where my balance came from since I received nothing. Please help me.

ACCEPTED SOLUTION

Hi Glenn, 

I checked your account and I'm not sure where you're seeing the $33. I checked your transaction history, and can see that the $35 you are referring to, and it looks like the refund is currently in process. 

 

The client review period runs from Monday at 12 noon UTC following the close of the billing period until Friday at 23:59 UTC. In this case, it's 24-September, Monday, up to 28-September, Friday. This is the time for clients to review the Work Diary and file a dispute if there is a problem. Once the review period passes, the money will "move" to the pending tab (Overview > Reports page), which means it's currently on the 5-day security period. Once the money becomes available next week on 3-October, Wednesday, you should be able to refund your client. 

 


~ Avery
Upwork

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3 REPLIES 3
aocumen
Community Manager
Community Manager

Hi Glenn, 


If your client doesn't dispute the hours you logged, and the payment goes through following the Weekly Billing Cycle schedule, once the payment for these hours becomes available on your account, you should be able to issue a refund to your client. 

You may read this help article to know more about issuing a refund to your client. 


~ Avery
Upwork

Thank you but two more things,

1. In my current balance for this client there is $33, my client requested a refund of $41 for the second week, I refunded the first week fully for 35$. I wonder where the $33 came from? since I refunded the first week, and second week is still not available?

2. The second work week is under "in review" section. Does this mean he first needs to approve my work and release the payment from escrow before it becomes available to my account so I can refund him?

Hi Glenn, 

I checked your account and I'm not sure where you're seeing the $33. I checked your transaction history, and can see that the $35 you are referring to, and it looks like the refund is currently in process. 

 

The client review period runs from Monday at 12 noon UTC following the close of the billing period until Friday at 23:59 UTC. In this case, it's 24-September, Monday, up to 28-September, Friday. This is the time for clients to review the Work Diary and file a dispute if there is a problem. Once the review period passes, the money will "move" to the pending tab (Overview > Reports page), which means it's currently on the 5-day security period. Once the money becomes available next week on 3-October, Wednesday, you should be able to refund your client. 

 


~ Avery
Upwork