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unintentional refund

graphichub
Active Member
Dexter S Member Since: Feb 19, 2019
1 of 6

Good day,

I was notified about I refunded a client, but I never clicked the refund button for the contract, how can I get back the amount? I manually logged the timer, does it mean it's not assured for the payment.

lysis10
Community Guru
Jennifer M Member Since: May 17, 2015
2 of 6

Manual time isn't protected. Client didn't pay Upwork, so you don't get paid.

kat303
Community Guru
Kathy T Member Since: Jul 17, 2015
3 of 6

A client does not have to pay for any hours that were entered in manually. They can delete all manual hours, Therefore, since I'm assuming they did that, you won't get paid. In the future, use Tracker, enter notes on the screenshots it takes, and you will get paid. 

petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
4 of 6

Kathy T wrote:

A client does not have to pay for any hours that were entered in manually. They can delete all manual hours, Therefore, since I'm assuming they did that, you won't get paid. In the future, use Tracker, enter notes on the screenshots it takes, and you will get paid. 


Clients can not "delete hours"

Manual hours are billed and charged exactly the same as tracked hours, automatically. Clients can not touch them.

All the client can do is dispute them, and in the case of manual time the client wins any dispute by default.

 

If there was no dispute then what must have happened is that the client's payment method failed (declined the transaction repeatedly) and if the client does not fix this, Upwork will not pay the freelancer out of their own pocket for manual time like they would be doing if the time had been tracked according to the terms of the protection.

prestonhunter
Community Guru
Preston H Member Since: Nov 24, 2014
5 of 6

Dexter:
If I may ask... Why did you log your time manually?

aocumen
Moderator
Avery O Moderator Member Since: Nov 23, 2015
6 of 6

Hi Dexter, 

I would like to confirm that manual time is not covered under the Upwork Hourly Protection Program. In order to qualify for hourly protection, you will need to meet the following eligibility requirements - 

  • An hourly contract
  • A client with a verified billing method
  • An account in good standing
  • To log your hours with the Upwork Desktop App
  • To be visibly working on a contract-related activity in your Work Diary
  • To annotate your Work Diary with memos or activities labels that adequately describe the activity performed
  • To maintain adequate and fair activity levels
  • To stay within the contract's weekly limit

You may read more about the Hourly Protection here, and more about Payment Protection in this help article.


~ Avery
Upwork
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