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Request refund and feedback

Active Member
Irene M Member Since: May 14, 2019
1 of 16

Hello!

 

A client, which was quite rude, didn't like my job -it was fixed-price- ended the contract and now is asking a refund. My question is: If I give the client a refund..Will it avoid the bad feedback on my public profile? I really did my work and I deserve the money which was a small amount by the way, but I don't mind losing that amount of money for the sake of keeping a good profile score!

 

Thanks in advance!

Community Guru
Jennifer M Member Since: May 17, 2015
2 of 16

Feedback has already been given, and it's the private feedback that matters. It's what affects your JSS. Refunds only affect public feedback and it doesn't matter for JSS.I'd probably see how bad it is. If you're top rated you can have it removed. 

Active Member
Irene M Member Since: May 14, 2019
3 of 16

Thanks Jennifer! So If I give the client a refund, the public feedback won't be visible, will be?

Also, If I decide to give the refund, ..Can I provide feedback as well? This client was not nice at all. Thanks again!

Moderator
Avery O Moderator Member Since: Nov 23, 2015
4 of 16

Hi Irene, 


I'm sorry to learn about your experience with this client. You should be able to leave feedback for this client in this section/page of the contract where it says "Your feedback to the client." Both you and the client will have an opportunity to leave private feedback for each other.

 

Also, since no money exchanged hands, this contract will not show in your Work History, but the private feedback (whether positive or negative) will affect your Job Success Score. You may read this help article for more information on how your score can be affected by this contract. 


-Avery
Untitled
Community Guru
Preston H Member Since: Nov 24, 2014
5 of 16

Irene has a right to use Upwork's tools and policies at they suit her, to do what she thinks is right for herself.

 

If she wants to issue a complete refund to the client, it is her right to do so.

 

Putting that aside, we should be very clear about some key principles involved here:

 

It is NOT Upwork's intention that clients use refunds and threats and feedback in order to get free work.

 

A fixed-price contract means that a freelancer performs a pre-agreed task, and the client pays an agreed-upon amount once the task is done.


Period.

 

If a client changes her mind or sprained her ankle or no longer needs the work or doesn't "like" the work done by the freelancer... None of that matters.

 

The client commissioned the work. The freelancer did the work. The client needs to release full payment.

 

It's that simple.


When a client does otherwise, the client is unprofessional, unethical, and immoral.

 

(Obviously I am speaking generally, and not about any specific contract or client.)

Community Guru
Kathy T Member Since: Jul 17, 2015
6 of 16

but I don't mind losing that amount of money for the sake of keeping a good profile score!

 

You could start something new here with that statement. Don't pay me, I'll work for free just so I can have a good profile score. And then you can copy that score, print it, and take it with you when you need gas. to buy groceries, and even to pay all kinds of bills. Just include that printed good profile score and you and everyone else using that way of thinking will be just fine.

 

As long as a freelancer does the work and satisfies the scope of work for the job/milestone, and the work is professional and excellent quality then the freelancer should keep the money. Although it's not your job to worry about other freelancers, it is your job not to fall into the mindset that you have and to reward this client for his rude behaviour and refund request.. You preformed a service, delivered a completed job, and (hopefully) did excellent work. You spent time and energy doing this work and should get paid for it. Refunding money just because a client asked for it teaches and reinforces the notion that all the client has to do is to ask for a refund and be rude and before they can blink an eye, the freelancer will gladly refund. 

 

The damage is ALREADY done. If you refund the Public feedback will not be shown. But, the Private feedback will still be there and that is what effects your JSS. A job with no money earned affects a freelancers JSS. 

 

IMO and if I were you, I would dispute that refund request. and if need be I would take it all the way up to arbitration. 

Community Guru
Will L Member Since: Jul 9, 2015
7 of 16

Irene,

 

Remember also that Upwork has said it tracks feedback from all "clients with a history of poor collaboration. If one of your clients has been flagged...then the client's feedback will not count against your score."

 

https://support.upwork.com/hc/en-us/articles/211068358-Job-Success-Score

 

It is possible a client's negative public or private feedback on a project has no effect on a freelancer's JSS rating.

Community Guru
Christine A Member Since: May 4, 2016
8 of 16

Preston and Kathy, I hear what you're saying, but IMO, it's pretty standard customer service to offer the client a refund if they're truly unhappy. Just yesterday I had dinner at a restaurant and didn't eat my dessert (it wasn't completely terrible, I just didn't care for it), so the waitress asked if there was anything wrong and then ended up taking it off my bill. I didn't demand this, but at the same time, I would have been pretty unhappy if she hadn't offered. And I also return clothing if I get it home and then change my mind about whether it goes with a certain pair of shoes or not. I don't think that it's good business to just say to a client, "Well, I did the work, if you didn't like it and can't use it, then tough luck."

 

Obviously, this creates problems in that some clients will complain just to get free work, but I honestly don't think that this is true in the majority of situations (though perhaps I'm being naive here; I've had hardly any bad experiences like this on Upwork).

 

If - as the OP says - the project was only worth a small amount of money, then I do think that it's worth offering a refund. Just my two cents.

 

Community Guru
Jennifer M Member Since: May 17, 2015
9 of 16

Christine A wrote:

Preston and Kathy, I hear what you're saying, but IMO, it's pretty standard customer service to offer the client a refund if they're truly unhappy. Just yesterday I had dinner at a restaurant and didn't eat my dessert (it wasn't completely terrible, I just didn't care for it), so the waitress asked if there was anything wrong and then ended up taking it off my bill. I didn't demand this, but at the same time, I would have been pretty unhappy if she hadn't offered. And I also return clothing if I get it home and then change my mind about whether it goes with a certain pair of shoes or not. I don't think that it's good business to just say to a client, "Well, I did the work, if you didn't like it and can't use it, then tough luck."

 

Obviously, this creates problems in that some clients will complain just to get free work, but I honestly don't think that this is true in the majority of situations (though perhaps I'm being naive here; I've had hardly any bad experiences like this on Upwork).

 

If - as the OP says - the project was only worth a small amount of money, then I do think that it's worth offering a refund. Just my two cents.

 


I think we sell our time too though. I realize we sell a product too, but we also kinda sell our time. Like when you go to a mechanic, you dont' get a refund on labor because you're paying for some guy to do this thing. I feel like if someone wants a refund, I might settle for a lower payout but I don't give full refunds. If I totally screw up, then yeah I will refund.

Community Guru
Christine A Member Since: May 4, 2016
10 of 16

Jennifer M wrote:


I think we sell our time too though. I realize we sell a product too, but we also kinda sell our time. Like when you go to a mechanic, you dont' get a refund on labor because you're paying for some guy to do this thing. I feel like if someone wants a refund, I might settle for a lower payout but I don't give full refunds. If I totally screw up, then yeah I will refund.


Yeah, but if a mechanic screws up, then your car won't run properly, so it's pretty easy to see whether the job has been done or not. In projects where there's a subjective element, it's more difficult to argue with an unhappy client. 

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