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Refund Request

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Active Member
Laurence H Member Since: Mar 6, 2016
1 of 18

Hello,

 

Upwork placed a client contract had been placed on hold  a week ago. Today, I received a notification about an automatic refund request to the client for a portion of  last week's work.  I am assuming that it is the manual work which I added to the work diary. However, I had discussed this issue with the client, the week before, and he said that it may have to  be added to the work schedule for last week. I am unclear about this refund request and I guess that Upwork will not provide an explanation for it. What should I do in this case?

Thanks.

Community Guru
Petra R Member Since: Aug 3, 2011
2 of 18

Laurence H wrote:

 

Upwork placed a client contract had been placed on hold  a week ago. Today, I received a notification about an automatic refund request to the client for a portion of  last week's work.  I am assuming that it is the manual work which I added to the work diary. However, I had discussed this issue with the client, the week before, and he said that it may have to  be added to the work schedule for last week. I am unclear about this refund request and I guess that Upwork will not provide an explanation for it. What should I do this case?.


It means the client failed to pay for your work, and any time that was not done strictly with the terms of the hourly protection, Upwork declined to pay you out of their own pocket.

 

Nothing you can do, other than hope that maybe the client fixes the problem and pays you in the end.

 

 

Community Guru
Preston H Member Since: Nov 24, 2014
3 of 18

re: "I am assuming that it is the manual work which I added to the work diary."

 

Probably.

Manual work is never covered by Upwork Hourly Payment Protection.

 

Was there a reason you logged time manually instead of using the desktop app?

Active Member
Laurence H Member Since: Mar 6, 2016
4 of 18

Thanks for the replies.

 

@Preston: the client said that he has a weekly budget and he was monitoring me to complete a task. i had reached my weekly time limit but I wanted to see the task completed. So I stopped my time tracker once the time limit was reached and I continued working to finish it. 

Community Guru
Douglas Michael M Member Since: May 22, 2015
5 of 18

Laurence H wrote:

 

@Preston: the client said that he has a weekly budget and he was monitoring me to complete a task. i had reached my weekly time limit but I wanted to see the task completed. So I stopped my time tracker once the time limit was reached and I continued working to finish it. 


It is possible to continue using the time tracker once the weekly limit is reached. It will mark all logged time as overtime. Everything everyone else has said about such time being unprotected still applies. But if you want to document the nature of your work—after explaining to the client why you are doing so, and/or getting their permission to do so—there is no compelling need to abandon the time tracker, and an arguable advantage to keeping it going.

Note: I only discovered this recently, and only when a client volunteered on their own that in view of an accelerated deadline, they would be willing to pay above the stipulated limit.

Community Guru
Miriam H Member Since: May 16, 2017
6 of 18

Douglas Michael M wrote:


It is possible to continue using the time tracker once the weekly limit is reached. It will mark all logged time as overtime. Everything everyone else has said about such time being unprotected still applies. But if you want to document the nature of your work—after explaining to the client why you are doing so, and/or getting their permission to do so—there is no compelling need to abandon the time tracker, and an arguable advantage to keeping it going.

Note: I only discovered this recently, and only when a client volunteered on their own that in view of an accelerated deadline, they would be willing to pay above the stipulated limit.


The client can also revise the hourly limit to enable more billing.  Assuming you use the time tracker, it's all good memos etc, when you work overtime (as in over the limit) is that covered by the payment protection?  I would like it's not since the client placed a limit. While the client can say "sure, bill more," why wouldn't they just up the hourly limit? 

Community Guru
Douglas Michael M Member Since: May 22, 2015
7 of 18

Miriam H wrote:


The client can also revise the hourly limit to enable more billing.  Assuming you use the time tracker, it's all good memos etc, when you work overtime (as in over the limit) is that covered by the payment protection?  I would like it's not since the client placed a limit. While the client can say "sure, bill more," why wouldn't they just up the hourly limit? 


Too busy to look it up last week, and too lazy to look it up now: I remain under the impression that the hourly limit cannot be changed during an active week. Since the client was already doing me a favor, I decided to trust their goodwill rather than sending them on a possible wild goose chase. Risky, but a risk I was willing to take for various reasons. Perhaps @Upwork will clarify.

Community Guru
Miriam H Member Since: May 16, 2017
8 of 18
Not sure how to quote on my phone, however I can confirm at least 2 clients have modified my limit during an active week.

I raise this point again as I suspect you were working with a trusted client on your project. For other freelancers to work beyond the hourly limits is risky when upwork makes it easy to change. In my two cases the clients handled it within 5 minutes.
Community Guru
Petra R Member Since: Aug 3, 2011
9 of 18

Douglas Michael M wrote:

 

Too busy to look it up last week, and too lazy to look it up now: I remain under the impression that the hourly limit cannot be changed during an active week.


Yes, it can be changed at any time at all.

 

If the client INCREASES the weekly limit, this increase takes effect immediately for the current and all subsequent weeks unless changed again.

f the client DECREASES the weekly limit, this decrease takes effect the following Monday for next and all subsequent weeks unless changed again.

 

 

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
10 of 18

Hi Laurence,

 

Unfortunately, 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.

 

Our team will be reaching out to you directly via email with more information about your specific account.

 

Thank you.

~ Bojan
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