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Unauthorized auto refund to client??

akanoje
Active Member
Anita K Member Since: Dec 23, 2016
1 of 4

Hello, 

 

I have just recieved a notification that $150 has been refunded to a client. I understand this refund is for the manual hours logged, however I had no idea that the client's payment had failed until a couple of days ago. This amount was refunded from the week of Aug 7-13, which was already reviewed. I recieved no prior communication that the amount was likely to be / will be refunded or that the client's payment had failed, just a notification that the refund was already done? I am very confused, is this an error??  

 

Best,

Anita. 

 

prestonhunter
Community Guru
Preston H Member Since: Nov 24, 2014
2 of 4

Manual hours are not accorded Upwork's Payment Protection.

 

Was there a reason you were using manual hours?

jolash
Community Guru
Oreofe J Member Since: May 8, 2015
3 of 4

If you are sure this is the reason for the reversal ( failed payment), you need to:

 

1. Reach out to customer service and explain your situation.

2. Reach out to the client and explain the situation and ask the client to help out with updating payment details or fix bank issues etc.

3. Hope for the best.

.

lenaellis
Moderator
Lena E Moderator Member Since: Apr 7, 2015
4 of 4

Hey Anita,

 

Hours added as manual hours are not covered in Upwork's hourly payment protections. Please reach out and communicate with your client and they can issue payment for those hours in the form of a bonus. 

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