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luismartinez77
Community Member

Upwork payment protection is not working now , I think.

My entire money was refunded without any reason.

I am sure my work is satisfied to upwork protection policy.

Why does this happen?

ACCEPTED SOLUTION
bobafett999
Community Member

Tough luck.  Based on the short description of events it seem that you might have run in to a shaddy buyer who knows how to play Upwork game.  You didn't follow the proper steps.

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8 REPLIES 8
hqpr
Community Member

heh, same here. Client hires me, gave me a dozens of tasks, then disapeared in two weeks. Support told me that his billing info is fine but they were not able to charge him, so I'm just need to refund all money and  my work is NOT satisfied for some reason

bobafett999
Community Member

Tough luck.  Based on the short description of events it seem that you might have run in to a shaddy buyer who knows how to play Upwork game.  You didn't follow the proper steps.

kochubei_valeria
Community Manager
Community Manager

Hi Luis and Alexey,

 

Sorry to hear the payment had to be refunded. On hourly contracts payment may have to be refunded if the terms of the Hourly Payment Protection haven't been met. Please, refer to the Hourly, Bonus, and Expense Payment Agreement with Escrow Instructions for more information. The team will also update you with more information via a support ticket. 

~ Valeria
Upwork

Luis/Alexy:

 

You both made mistakes in the way you logged time.

 

You both lost money. Partially this was the client's fault. But it was also your fault.

 

The good news is that Upwork Payment Protection really does work and if you learn from your mistakes, you won't lose money like this again.

 

Have you reviewed the rules and now understand what you did wrong?

 

If not, then please discuss your situation with us so we can help you understand what you did wrong.

Thank you guys for your responses. I'm worried in documenting my memos, do you have examples of proper comments? like `Working on: taks #4` or issue #1923 is not a good idea, right?

 

Do I need to explain everythin that on my screen? and how often do I need to update it (like once in an hour)?

tlbp
Community Member

I don't think you have to go into so much detail that filling out the memo is like a second job. But, I would add more than just a task number. Name the project and maybe add a few words about what the task is. (It is hard for me to offer an example because I work in a different niche.) Honestly though, the only people who will know what is good enough are those who have succeeded in collecting via Payment Protection. 

I have had Upwork Payment Protection pay me money when a client's payment method didn't work.

 

I regularly use memos. It's not difficult.

 

When I switch tasks, I describe what I'm doing. Sometimes every 30 minutes. Sometimes once an hour. Sometimes every few hours.

 

There is a pretty strict, small limit on the number of characters you can type in the memo box.

 

It's not an essay! Don't over-think it.

Hello,

can you check why I didn't get payment protection 

FireShot Capture 009 - Work diary - www.upwork.com.png

 

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