How to issue refund to client?

[kohei27]

Hi, there's been a misunderstanding with the client, actually, it's not but I don't wanna argue since I'm new in UpWork and I can't afford to have a low feedback rating. Basically, I started working on a contract (about 5hrs) but the client said I shouldn't have started without his go signal. Now he paused the contract and said he will request a refund once the invoice is up. I wanted to just delete the hours but since it's paused, I can't do anything.

It is now in the review period. Is there any way that I can refund these hours? Thank you!

[creativedigit]

Don't let the low rating/bad feedback monster scare you. You should fight for your rights. This will encourage other clients to do the same thing. When a contract is active and in place, this is already a sign that you're good to go. If the client doesn't understand this then it's his fault, and not yours.

[kohei27]

He said that he needed me to do research on how to set up a business in Japan and he sent an offer with a 15-hour limit. I took that as a signal to start my work. I did my research, sent him the translated document and he said thanks. After a few days, he said he was surprised to see me logging works. I was like, did he expect the research and the document for free? He said I just misunderstood and that the word research is a very vague term and it could be timeless and not conclusive, so you should have pre-approved your hrs for a very specific research topic. That's what he said. 

My only concern is it might scare clients off when they see the bad rating and might think I log hours for no reason. 

[kat303]

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@Kohei N wrote:

Hi, there's been a misunderstanding with the client, actually, it's not but I don't wanna argue since I'm new in UpWork and I can't afford to have a low feedback rating. Basically, I started working on a contract (about 5hrs) but the client said I shouldn't have started without his go signal. Now he paused the contract and said he will request a refund once the invoice is up. I wanted to just delete the hours but since it's paused, I can't do anything.

It is now in the review period. Is there any way that I can refund these hours? Thank you!

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 I'm wondering if that was specified in the contract (don't start working until you get the go signal) If not, there's no reason why you shouldn't get paid for the work and your time. Remember, this is your business, and you need to stand up for yourself. 

I don't think, for hourly jobs, a client can file a dispute as long as you used the tracker and annotated the screen shots it took, if there was no activity or if the screen shots showed things other then the work you should have been doing (like reading personal emails, playing games etc.) 

Questions, answers, other information and details and of course the materials should have been shown and discussed in the interview phase, before you started work. Since you've started working it sounds like you had all you needed to have to begin working. 

IMO, you should not refund anything. If you get a negative review, it's how you respond to it that will affect you more then the actual review. 

[kohei27]

Thanks Kathy. Isn't it that only the clients' remark is shown in our profile beneath a rating? Or is my response shown too? My concern is that the bad rating might scare potential clients away. 😞

[wlyonsatl]

Yes, you can write a response to a client's feedback after a project has been completed.

[kohei27]

Is my response gonna be visible in my profile beneath the rating and customer's feedback? Thank you.

[creativedigit · Accepted solution]

Your response will appear underneath the original feedback. You cannot satisfy everyone in life, no matter how hard you try. Furthermore, some people are designed not to be pleased by anything.