Apr 29, 2019 08:56:50 AM by Jaime H
Apr 29, 2019 09:08:22 AM by Petra R
Jaime H wrote:
I also feel like diamonds in/diamonds out. Without feedback I can’t do my job — and the client isn’t interested in even attempting to get the copy where he wants it to be.
What would you do? Would you refund in full? Some? None?
If the client has been that uncooperative I don't think I would refund at all.
Did the client actually request a refund?
Apr 29, 2019 09:14:38 AM by Nichola L
I agree with Petra.
You are clearly fantastic at what you do, and unless the project was way out of your comfort zone, I doubt if you could do a bad job. Don't refund even if the client asks for it.
Apr 29, 2019 10:02:08 AM by Jaime H
Thanks! He didn't ask for a refund, but kept sending me notes like, "I guess that's the way it goes." I feel bad but, again, feel I deserve an opportunity to work through another round of edits -- especially considering I offered to do it without a fee.
Apr 29, 2019 10:23:30 AM Edited Apr 29, 2019 10:28:46 AM by Petra R
Jaime H wrote:Thanks! He didn't ask for a refund, but kept sending me notes like, "I guess that's the way it goes."
Urgh, the passive aggressive type. HATE that! (They also go spectacularly badly with my own personality type...)
Story time: I have refunded once in all my time on the platform. Client had an urgent job for the next day and we agreed that I would be online at some (for me) ungodly hour, (5 am?) so I set the alarm, walked dog in pitch black, made a pot of coffee, sat down and waited. and waited. and waited.
Client never turned up and ignored messages, so a few days later I logged 10 minutes writing to him telling him very politely what I thought of it.
He went ballistic over being charged 10 minutes for having wasted my whole morning and I happily refunded the 10 minutes, they were only logged to make a point.
Apr 29, 2019 11:32:53 AM by Phyllis G
I haven't encountered a refund situation on UW (yet). I have discounted final invoices in cases where the work got done significantly faster and/or cheaper than anticipated. And this winter I ate some costs associated with enlisting extra help after I let a client stampede me into over-committing on something.
In your shoes, I would not refund a dime. That client is being passive-aggressive and completely unreasonable.
Have you checked to see if they are using your copy? I'll bet they are, while claiming it's not up to par.
Apr 29, 2019 12:10:02 PM by Christine A
Jaime H wrote:
I offered to make another round or two or revisions for free, but he declined because he, “wouldn’t know where to start with giving feedback.”
FFS! No, I wouldn't refund a dime - if your client refuses to communicate with you and clarify what he's after, then that's on him. You did the work, take the money. If he gives you a bad review, get it removed, and be sure to leave him a bad review as well.
Apr 29, 2019 03:11:18 PM Edited Apr 29, 2019 03:14:25 PM by Kathy T
I would not give a refund. it's very easy for client to say, this is not what I want just so the freelancer will feel like they didn't do a good job and refund any money paid.
I don't know whether this was a fixed rate job or an hourly job. For hourly jobs, as I'm sure you know, you're paid for the hours you worked. On fixed rate jobs you're paid for the work you produced. Either way, you fulfilled the requirements up to the point where the client closed the contract.
I only say, if you took this job but knew it was above your skills and experience, If you produced shoddy work, work full of errors, or half done work, then yes, give a refund, but looking at your profile and feedback that is NOT the case.
IMO you should be paid for the time, effort and the work you've done so far. Sometimes it's hard to come up with a concept of what the client is THINKING. But I believe you went above and beyond in trying to communicate with him so you can narrow down his vision.
So, again. No do not give ANY refund at all.
Apr 29, 2019 05:08:04 PM by Jennifer M
I've refunded once on Upwork because the client complained that I never told her I would charge on revisions. meh. On elance I did it twice because the money wasn't worth the hassle. I don't refund these days unless I am 100% in the wrong. I don't refund on "don't like it." I will refund if I'm just totally so off that I got instructions wrong. When it happens, I'm all OMG SO SORRY and get them a rewrite within 24 hours. Never had someone ask for a refund actually when I mess up.
Apr 30, 2019 01:59:15 PM by Michelle S
I'm not as seasoned here as the rest of replies, but it doesn't look like you do anything but great work. If the client can't see the value in it and isn't willing to work with you, then that is on the client. I've never refunded anything here, yet. I'm sure the day will come when I haven't been able to do my best on a project or when I've comepletely done something wrong, but that hasn't happened. Yet. I have been fortunate to have good clients who work with me.
I have reduced the payment when the project took less time (did this recently because it was a quick poject and took an hour less to do it than I estimated). I've re-run a survey for only the cost of participants when my long-term client messed something up in the survey. But I haven't had to refund yet.
For the most part, I know that I am not perfect and neither are my clients. I try to work with them along the way. However, if they don't work with me I can't give them anything else. A client who refuses to give feedback on a writing project is not upholding their end of the bargain. In the case you have described, after asking the client one more time for feedback or offering to do minor revisions on what you have written, I'd probably just let the contract sit and then quietly close it in a few weeks (or even months) without any further communication.
Apr 30, 2019 04:31:02 PM by Kholleras I
The only refund I've ever given was for work that I did not do. If I can't finish the job or I notice that my work is bad, I simply don't request the milestone or stop tracking hours and let the client know.
Jan 5, 2020 09:50:05 PM by DONALD M
Jan 5, 2020 10:12:34 PM by Varun G
If a client is unable to vocalize what is wrong with the work submitted, I don't think they are entitled to a refund.
Dec 18, 2021 03:08:16 PM by Jerry M
Hi Everyone, I have read a bunch of your responses and feel the same way. I am currently in a dispute because the client is asking a refund after the first round of creative which I turned around within 24 hours. It has turned a bit ugly very quickly. Something I did not want it to come to. You guys are only hearing my side, but in all candor I did wanted and tried in good faith to make the situation right. The client was unhappy and only wants to pay me for 30 minutes of my time. I was called a fraud and told I could not follow directions. Again, you guys don't know me but I have been designing for 25 years. The situation is weighing on my mind to give in and be done with this client or to stand my ground on professional ethics that I did a good job and had every intention of completing the job.
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