I am not questioning Upwork's policy to allow money exchange only through the site. It makes perfect sense, they are running a business and they are entitled to their profit. I am stating the obvious here and nobody should break this rule.
What I find utterly upseting is the fact that a freelancer has to take the hit for another person's fault. How about creating an option that allows the client and freelancer enter the reason why the refund was issued? For instance, "Job not done", or "My mistake, oops" and depending on that, the JS score changes or keeps the same.
It looks like there is an issue with your account that has to be sorted out before you are able to initiate a refund. Please, communicate with Support through the open ticket to resolve the issue.
Thank you for your patience.
So I found something in the help section that may be of use. Freelancers are actually NOT responsible for refunding a Client who made a payment to their account in error. I am not saying that you should not refund, I am saying that it is not your responsibility (if you are concerned about JS score etc).
Mistakes happen! And if you happened to make one on a fixed-price payment, please contact Customer Support within 24 hours. We will review the issue and determine if it is possible to reverse your payment.
Please contact us if you:
- Accidentally entered the wrong amount, like too many zeros
- For example, you wanted to pay $20.00, but you issued $200.00 by mistake.
- Made an unnecessary extra payment
- For example, you were making payments to everyone on your team, but two of your hires have very similar names/titles so you accidentally sent payment to one of your contractors twice.
- Discover a serious policy violation concerning your freelancer within 24 hours of making a payment.
Setu, thanks for providing that information.
So clearly Upwork is not as unfair as some people in this thread seemed to have assumed.
So if I'm accidentally paid money by a client, I sure as heck am not going to send them money through PayPal. All I need to do is tell them: "Greg, oh my goodness, don't worry about this. I totally understand that mistakes happen and I absolutely don't want somebody else's pay to remain in my account. There aren't actually any controls on my contractor-side interface for reversing a mistaken payment. But Upwork has posted posted information that makes it clear you can contact customer support and have a payment reversed. Please go ahead and do this, and if they need to contact me to verify I'll be standing by to do so."
I like reading the official material these days, because now I am equipped with the best thing to reply here and to a client, and even provide an official link.
I am sure this one will come in handy.
We assumed it because there is no information easy to find. Valeria replied as well in this thread but did not mention anything about it.
That is a good thing to know that our JS remains unchanged after refund.
i have sent more then 6 messages but the reply i always get from support is "the issue is currently being reviewed by our Engineering team for a possible resolution. We will let you know as soon as we have received an update from them." and its more then a week now they didn't reply.
very bad support. upwork is only care for making money. what is happening and what to fix they don't care. i guess