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How does a client cancel a refund request?

I have a client who accidentally pushed the refund button and would like to cancel that request. How can he do that on the client side?

I have never seen that interface and am not knowledgeable enough to advise him.

Please help!

Thanks a lot in advance ๐Ÿ™‚

 

ACCEPTED SOLUTION

Hi Dietmar,

 

Refunding a Milestone won't affect your Job Success Score.

~ Vladimir
Upwork

View solution in original post

23 REPLIES 23
vladag
Community Manager
Community Manager

Hi Dietmar,

 

Unfortunately, there's no option to cancel a refund request once it's initiated. You as a freelancer can respond to it and decline by selecting the second option (I do not approve this request and want to file a dispute). This will then be sent to our Dispute Team. Your client will have the option to ask the team to cancel the refund request and close the dispute.

~ Vladimir
Upwork

Once you have disputed the return of the escrow funds to the client as explained above the client has the option to accept the dispute and release the funds to you without the whole thing having to be dealt with by the Dispute team.

 

Much quicker ๐Ÿ™‚

Thank you for your help Petra. You are as usual a fountain of wisdom on the platform. 

I have the same issue as stated however, I don't see anything that allows me to dispute the claim. My client reached out yesterday asking me how to pay me (his funds were in escrow) and I sent him a link to help him. I think he just inadvertently pushed the wrong button. 

 

Now the entire job is out of my feed. I can't see it anywhere. 

 

I completed the job and the client was happy. 

 

Any advice?

 

 - joanne

 

- I attached screen shots of the messages I received this morning. 

**Edited for Community Guidelines** 

Hi Joanne,

 

It doesn't look like a contract was ever formed with that client. The offer expired before it was ever accepted. You can ask your client to send you another offer and then accept it so the contract is formed and you can start working on the job. More information in this help article. 

~ Valeria
Upwork

Does this affect JSS?

i have a refund request on my notification log.  but when i click on it.   nothing happened.   but upwork keeps reminding me of the refund. also client and i communicate outside upwork.   it started asking me to respond the refund bec of inactivity there.

 

 

anyway i can remove this refund?  i cant dispute. all it does is reminding me. 

Hi Irvin, 

 

When you click on the refund button, does it lead you to this page? A refund is being requested for this contract because there is money in escrow for the second milestone, and looks like the contract was closed last week. 

Please take note that you only have one day left to respond to this refund request. If you do not respond, the amount in escrow will automatically be refunded back to the client's payment method.  


~ Avery
Upwork

how to decline client refund request on upwork please i need some help?

 

Hi Ahsan,

 

You can do this directly from the notification section or by opening the contract under the My Jobs tab. 
 Thank you.

~ Goran
Upwork

I am a client who didn't realise by 'ending' contract when reason was completed successfully would request refund. My intention was to release the payment. How do I cancel the refund request and pay freelancer instead? 

 

Many thanks, 


Michele C wrote:

I am a client who didn't realise by 'ending' contract when reason was completed successfully would request refund. My intention was to release the payment. How do I cancel the refund request and pay freelancer instead? 

 

Many thanks, 


The freelancer can initiate a dispute. You are then sent an email with another chance to pay. Go ahead and do that instead of rejecting and starting a dispute. If the dispute is already started, then wait for the mediator  to contact you guys and tell the mediator that you want to pay the freelancer.

Thanks Jennifer, appreciate the suggestion. 

Very unfortunate that there is no cancel button for this.

Let me try another approach. What if I refunded this last milestone, would it affect my JSS in any way?

The client told me that he has no problem with me or my finished work and the financial side of the refund is not a problem at all.

I have finished 15 milestones before that and the contract has been fulfilled.

Hi Dietmar,

 

Refunding a Milestone won't affect your Job Success Score.

~ Vladimir
Upwork

Ok i will do

This makes no sense, why would you refund?

Petra

 

Each Milestone was only funded through escrow for $1.50. The client always paid the amount I requested for each package that I delivered. After the job was completed he set up another milestone for whatever reason on his side, to which I answered with an additional article and a letter of gratitude for the contract that was finalized.  Whether I keep the $1.50 or not is really secondary in this case and I just want the contract signed, sealed and delivered with as little headache as possible. I am not going to want any dispute that evolves around $1.50, no matter whether I think it is fair or not of the client to ask for it.

I will just hook it off and move on.


Dietmar Thomas B wrote:

Petra

 

Each Milestone was only funded through escrow for $1.50. The client always paid the amount I requested for each package that I delivered. After the job was completed he set up another milestone for whatever reason on his side, to which I answered with an additional article and a letter of gratitude for the contract that was finalized.  Whether I keep the $1.50 or not is really secondary in this case and I just want the contract signed, sealed and delivered with as little headache as possible. I am not going to want any dispute that evolves around $1.50, no matter whether I think it is fair or not of the client to ask for it.

I will just hook it off and move on.


How was the payment processed, if not via milestones? 

Thank you, Vladimir for this concrete information!

I accidentally process the give a refund button to my client. it was my first time working here in Upwork.

How can I get back my money or may be cancel the transaction ?


@Bon B wrote:

I accidentally process the give a refund button to my client. it was my first time working here in Upwork.

How can I get back my money or may be cancel the transaction ?


 What did you think "refund" means?


You can not cancel it. You can ask the client nicely if they would be so kind paying you again, AFTER the funds clear into their Upwork account.

 

If the client does not, you have learned not to click on things and then go through the process of confirming things without understanding what it is that you are doing.

Hi Petra..

I wonder why I have a refund notification but I didn't issued a refund to my client, do you have any idea how this happened? What should I do to get the money back?