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Refund Question

Ace Contributor
Noemy O Member Since: Nov 21, 2017
1 of 3

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,

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

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.

 

Moderator
Avery O Moderator Member Since: Nov 23, 2015
3 of 3

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
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