I just saw when I wanted to change my rate per hour, that when you bill over 500$ with a client, the Upwork fee will be 10%. The problem is that I had a milestone of 560$, but Upwork took 20% of it and not 10% like they have said. How is that possible? Can I have my refund of the 10% please?
The Upwork message on the profile rate: "The Upwork Service Fee is 20% when you begin a contract with a new client. Once you bill over $500.00 with your client, the fee will be 10%."
Don't worry about this.
None of the fees are calculated by hand by Upwork employees who might accidentally fail to give you all of the money that you deserve.
It's all automatic, and it is handled correctly.
Preston, the problem is that first, I didn't get any message that I was going to have a refund of the 10% and secondly, my 20% fees are already gone. That's why I was asking when and how am I going to get my refund.
Rest assured, the fee has been charged correctly. Here’s how the Service Fee works:
This example applies to your case: On a $600 project with a new client, your freelancer service fee would be 20% on the first $500 and 10% on the remaining $100. Your earnings after fees would be $490.
I hope that helps and please feel free to ask any other questions you may have,
The first $500 of you bill would be charged a 20% fee and the remaining $60 would be charged with the new 10% fee. From there onwards, any new contract with the same client would be charged 10% until you hit the next fee reduction amount