My Client says that he didn't get any refund

[aymane-naouadir]

Hi, I am working with a client in some project hourly, he is happy with my work and satisfied, worked with him in many projects not just one, the last project was hourly and I used the manual time, the amount was 190$, it was in my pending untill tuesday and boom I get o notification from upwork that thank you because I made a refund, I contacted and they tell me that they had a problem with the payment method of my client so they failed in making the payment, But the problem is when I contacted my client he told me that they charged him 190$, and he didn't get any refund after that, right now it's more than week when i got the notification.

I need your help because I am asking my client to send that 190$ as bonus, but he told me that they charged him 190$ and he didn't get any refund after this.

Thank you

[petra_r · Accepted solution]

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Aymane N wrote:

But the problem is when I contacted my client he told me that they charged him 190$, and he didn't get any refund after that, 

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The client didn't "get a refund" because the client actually never paid Upwork for the hours.

The so-called "refund" wasn't a refund, it was a reversal of money that never existed in your account because your client never paid.

[prestonhunter]

I can see on my own Reports page what money I have received.

It doesn't matter very much to me what a client says. A client may be confused. A client may be fibbing.

If I logged some hours for a client, and then those hours were reversed... I would be fairly skeptical about that client. I would need to see real results on the client's part in terms of getting money to me through Upwork, before I did any more work for him.

[BojanS]

Hi Aymane,

When the client fails to pay for hours logged by the freelancer, any hours that aren't covered by Upwork Hourly Protection may be reversed. 

A member of the team has reached out to you already regarding this case. You should also be able to access the ticket directly here.

Thank you!