Unauthorized Refund issue and Weekly summary issue

[#1]

Hi, I did not issue a refund but my account issued a refund on the 21st for an entire work week. The only information I was given was "issued by upwork team" but no reason for it was given. My client said on their end they got an email that something was put in twice, but my work diary was filled out correctly for that week and all weeks prior and after. I can't seem to find the help I need to explain or help me fix it.

I'm also having issues with this week preview summary with all the hours and pay incorrect from how I input it in the work diary. In the work diary's history, it is input correclty. But the summary has hours all messed up and pay incorrect with one of the days in the negative with the only word "multiple" as part of the refund I did not issue. Very confused, need help pls. 

[#2]

Hi Jenna,

If you check your Transaction History, you should be able to see that the work week you're referring to has two invoices and only one was returned. This must be what your client is referring to. 

[#3]

I did not see that in my transactions, but I understand if that is so. However what about the weekly summary for the week of the 20-26? My work diary has the hours correct and the weekly summary is incorrect. 

[#4]

Sorry, I do see that now, it was jumbled in with the weeks. But I am still confused why my work summary is incorrect while my work diary has the correct hours for the week of 20-26. 

[#5 · Accepted solution]

Hi Jenna, 

I'd like to note that while your can view your Work Diary in your time zone, in your client's time zone or in UTC, other reports like the Weekly Summary are always in UTC. I was just comparing your hours in Work Diary in UTC to the hours showing in the Weekly Summary and they do match. One day where it shows a negative amount is the day when the refund was issued. So the Weekly Summary report calculates the sum of those two transactions - the hours tracked and billed for that day and the refund made. 

[#6]

Ok, thank you for looking into it.