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nobedoza
Community Member

Refund Question

Hi,

 

Im running an Outsourcing agency through Upwork and one of our campaign was put on HOLD last 2 weeks ago due to clients issue with his biiling information, as per client he needs to change the credit card information because it was expired. We just recieve a message coming from Upwork saying that "REFUND RECIEVED" with an invoice number, what does it mean?

 

Thanks,

2 REPLIES 2
petra_r
Community Member


Noemy O wrote:

 

Im running an Outsourcing agency through Upwork and one of our campaign was put on HOLD last 2 weeks ago due to clients issue with his biiling information, as per client he needs to change the credit card information because it was expired. We just recieve a message coming from Upwork saying that "REFUND RECIEVED" with an invoice number, what does it mean?


 

That usually means the client never paid for the hours and the hours logged did not qualify for protection, so Upwork don't pay you out of their own pocket. (Pending funds, which were never actually there) were reversed.

 

AveryO
Community Manager
Community Manager

Hi Noemy, 

As Petra has noted, unfortunately, the payment had to be reversed because the client's payment was unsuccessful and some of the hours you logged didn't qualify for Upwork Payment Protection. You may refer to the reversal notification sent to you through this support ticket


~ Avery
Upwork
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