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Re: NEED HELP - Can't Contact Support - Client Wants Refund

Ace Contributor
Michele P Member Since: Mar 2, 2016
1 of 9

Hi All

I hope someone here is of more help than the Help & Support option.

I recently closed a contract because of a non-communicative client.

The Client was historically slow paying and when they finally paid the last amount owed to me, I requested that they pre-fund (deposit into escrow) funds for the next group of work to be done before I began. The contract was open-ended, ongoing, work.

After waiting several days and hearing nothing back and seeing no funds added to escrow I closed the contract. 

The client then requested a refund but has received all work contracted. (28 items @$25/per = $700)


I tried to contact Help & Support but that process does not seem to actually submit a ticket when you click "Submit A Request" 

My account shows no disputes and I show no request tickets pending.

When I click "View Request" from the notification email it opens a Upwork page that says I am not authorized to access this page.

I don't want my account to automatically refund this money, which is what the email I received said would happen if I did not take action within 7 days. 


What should I do now?

Community Guru
Jess C Member Since: Feb 18, 2015
2 of 9

Unfortunately the Support issue is an ongoing one - I've been reporting problems since July with no progress.


However, a moderator here should be able to help you shortly and escalate your request to the right people.

Community Manager
Valeria K Community Manager Member Since: Mar 6, 2014
3 of 9

Hi Michele,


Are you referring to the most recent contract you closed? I don't see any pending refund requests on it.

When a freelancer closes a fixed-price contract, any money that is in Escrow are refunded to the client. If there were no active milestones with funds in Escrow when you closed the contract, the contract will simply be closed.

Funds that have already been released to you can't be refunded to the client automatically. You will need to manually initiate a refund from your contract page.

~ Valeria

View solution in original post

Ace Contributor
Michele P Member Since: Mar 2, 2016
4 of 9

Hi Valeria K.

Yes, it is the most recent contract - I received an email that said the contract was closed and the client was asking for a refund. There were no funds left in escrow, so nothing to refund which is fine as long as Upwork will not debit my account for the $25. 

I will ignore the email. I mean really, $25 dollars after the strife they put me through waiting for slow payment, & now my time spent trying to figure out this whole refund thing, some nerve. 

The reasons you don't see pending request is because the support system did not allow me to submit the request. The button is not hot, meaning when I click it nothing happens, The community button works as expected but not the submit request button. In other words - the support system is broken.

If we must get support from the community forum I wish Upwork would simply state that on the page. It would have saved me days & time.

Would it be possible for you to submit a ticket to Upwork to have the submit button fixed or at least a note that the system is down and to please use the community forum to solve issues?


Thanks for your help - mp

Community Guru
Hiu Chun L Member Since: Jul 27, 2017
5 of 9

I suppose I misunderstood this. Smiley LOL


Is the client sending you a message to you to ask for a refund?

Community Guru
Tonya P Member Since: Nov 26, 2015
6 of 9

Valeria was referring to the client's request, not your attempt to reach CS.

"Are you referring to the most recent contract you closed? I don't see any pending refund requests on it."

When you click on the details of the contract, is there any indication that a refund request is pending? 


When you say that you are concerned that your account will be debited for $25, is this because the message you received indicated that the client is disputing a $25 amount or has asked for a partial refund from the $700 already paid? Where is the 25 figure coming from? 






Community Manager
Vladimir G Community Manager Member Since: Oct 31, 2014
7 of 9

Hi Michele,


I checked your most recent contract and can confirm there aren't any refund requests pending on it. Can you please share a screenshot of the request you're referring to?

Ace Contributor
Michele P Member Since: Mar 2, 2016
8 of 9

Attached is the email where it shows client requested a refund

Community Guru
Petra R Member Since: Aug 3, 2011
9 of 9

That is just for the $ 25 that are still in Escrow. It will not refund anything that has already been paid out to you.


25 in escrow.jpg