Upwork Dispute/Mediation

[hannah_kaye_]

Hi again,

I was wondering if someone could advise. Two days ago I had a client ask for a full refund on a project that I completed back in October. Although I didn't agree with the reasoning, I still provided them with a full refund. 

However, I've now just had an email from the dispute centre with there being mediation beginning. However, I'm confused why as I've already issued the client a full refund?

Is there anything else I need to do as I'm not sure why there needs to mediation or is this a delay from the refund request? I've never had a dispute before so not aware of the course of action? 

Thank you

[prestonhunter]

If you refunded all of the money for the project, then the client paid nothing.

How can there be mediation when the client didn't pay you anyting?

That makes no sense.

[hannah_kaye_]

I have no idea either. 

I did this project back in October, she paid in full and gave a good review. Then two days ago she requested a refund, I've never had this before and I didn't intend on working with the client again so just refunded her. 

But then I got a message a couple of hours ago from Upwork saying about mediation etc? So I don't know exactly what this means now?

[petra_r]

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Hannah Kaye T wrote:

Two days ago I had a client ask for a full refund on a project that I completed back in October. Although I didn't agree with the reasoning, I still provided them with a full refund. 

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Why did you do that?

[hannah_kaye_]

It was my first time I'd ever been faced with something like this. I've always been taught that the customer is right so just issued the refund.

I found her quite rude to work with and wasn't intending to work with her again and I didn't know the dispute procedures at all. 

[gina-herrera]

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Hannah Kaye T wrote:

It was my first time I'd ever been faced with something like this. I've always been taught that the customer is right so just issued the refund.

This is SO HARMFUL to all freelancers - please dont perpetuate that utter nonsense. This is by no means a critique of you, but the whole "customer is always right" thing is an outdated mentality that is best suited for huge chains, NOT an independent contractor.

Clients are constantly wrong, and as people so often point out on here it is HIGHLY unethical for someone to not pay a freelancer. If a client doesnt like your work, they should sever the contract before moving onto the next milestone or finish the project, pay you, and move on with their life.

In the future I strongly suggest engaging in the mediation process no matter what the scenario. Demanding a refund is the equivalent of a child throwing a tantrum and being rewarded with candy, so they'll never know they did something very wrong.

[hannah_kaye_]

Hi Gina,

Thank you so much for this. I know now that I definitely made a mistake in this case so it certainly won't happen again - that's for sure. 

I also don't intend to work with this client again. However, I'm confused why if they've received a refund and their feedback has disappeared from my profile why this is going to mediation? 

[gina-herrera]

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Hannah Kaye T wrote:

I know now that I definitely made a mistake in this case so it certainly won't happen again - that's for sure. 

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good, you deserve better than that! even if you did a terrible job (im sure you didnt) everyone still needs to be compensated for their work.

Re: the mediation, no idea, but I had something similar happen - all you have to do when the upwork specialist responds is say that you already issued a refund and they will check and close it out.

[kinector]

Gina, the customer is always right in his/her opinion. 🤣

But it doesn't mean that you're completely wrong.

Simply, find a way, a nice and diplomatic way, to be more right than the customer. 😉

Solve the customer's business problem and most likely you'll manage to dodge all the biggest issues. Because the customer wins.

No matter how rude guys I get as my clients, I deliver what is promised and always more than promises. That's always budgeted in the deals I make. That way, even in the extreme case, I never really lose.

Make the customer win. Or at least create the illusion of the customer's victory. 😁

[kinector]

Hannah, my sympathies.

Maybe next time post the question here before pressing the button.

A lot of people are here to help..

[BojanS]

Hi Hannah Kaye,

I checked this for you, and you have an open ticket regarding this case with our Mediation team. You have updated it just recently with your question. Please allow time for our team to respond and if you have any additional questions please post them on that ticket for further assistance.

Thank you for your patience!

[hannah_kaye_]

Hi Bojan

Thank you for this.