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I did not press any refund button, but I received an email saying I refunded money to a client.

cvcero
Active Member
Mark K Member Since: Mar 18, 2018
1 of 18

I did not press any refund button, but I received an email saying I refunded money to a client

Can any staff check for me?

 

ref no: 174496798

**UPDATED 11/04/2018**
I just realized Upwork have covered up the payment that the client failed to pay.

I am both embarrassed and gracious to what had happened.

Anyway I would leave all my replies here for anyone who is in doubt as a reference.

Thank you very much for the Upwork team and the service provided!

cvcero
Active Member
Mark K Member Since: Mar 18, 2018
2 of 18

My gmail account received the email at 12:21am HK time. The time now is 1:47am.

Over the last couples of hours I did not login into Upwork at all. I do not think there is any hacker who would hack in and refund a small portion of the money (84usd) but not all to the client.

The status of the refund is still pending (surprisingly this comes with service fee as well!). I urged for help from Upwork staffs.

nkocendova
Community Guru
Nina K Member Since: Nov 29, 2017
3 of 18

Hi Mark,

I know it can be disconcerting to receive an alert that you have refunded money to a client. This usually happens when a client's payment method becomes unverified and the hours you logged didn't qualify for Upwork's Payment Protection. You will be receiving a notification with more detailed information about this from our team very shortly.

~Nina
cvcero
Active Member
Mark K Member Since: Mar 18, 2018
4 of 18

 If any of the upwork staff has looked into the case with ref. no. I have provided, one should probably know the client has paused the project for a while. 
In this case why  am I the one who give the refund while I haven't received any payment yet? (And upwork is doing double-charge of both our parties when the money is transfered back and forth!)

And may I know who is the judge of the qualification for Upwork's Payment Protection? I did not make any manual time at all.

petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
5 of 18

Mark, chances are your client did not pay Upwork, so Upwork examined your work diary and determined that the hours logged were not in accordance with the hourly protection so Upwork did not have to pay you out of their own pocket. Reasons could be:

  • you didn't include meaningful (!) work memos to describe the work you were doing.
  • your activity levels were low
  • your screenshots did not show you actively working on the client's work.

Any ONE of those will result in you not getting paid.

Have you discussed this with your client? After all, it is the client that owes you, not Upwork. What is your client saying about all this?

 

 

 

jcullinan
Community Guru
Jess C Member Since: Feb 18, 2015
6 of 18

@Petra R wrote:

Mark, chances are your client did not pay Upwork, so Upwork examined your work diary and determined that the hours logged were not in accordance with the hourly protection so Upwork did not have to pay you out of their own pocket. Reasons could be:

  • you didn't include meaningful (!) work memos to describe the work you were doing.
  • your activity levels were low
  • your screenshots did not show you actively working on the client's work.

Any ONE of those will result in you not getting paid.


Or, all hours were entered manually instead of tracked.

 

Edit to add - it's also not clear if the project is hourly or fixed-price. If there's money sitting in escrow past 90 days, that is automatically refunded to the client. The freelancer states the project is "paused for a while," so this seems likely.

cvcero
Active Member
Mark K Member Since: Mar 18, 2018
7 of 18

Firstly, thank you for answering--
HOWEVER, since you have read what I have stated "paused for a while", don't you read I have also stated that I did not key in any manual time? So this does not apply onto me.

2ndly, in what sense the client is owing me when Upwork is the side that is judging about my work and timelog,  and did the refund on behalf of me without even a prior warning/informing?

I will elaborate more about my case in the following replies for your readings if anyone is interested.

cvcero
Active Member
Mark K Member Since: Mar 18, 2018
8 of 18

Everything happened in 1 month time. The project had been run for 2.5 weeks and the project has only been paused for 1 week until now.

*All dates stated are in 2018
To clarify:

Payment method: Hourly.
Working Hour limit: 40 (Before 28th March)
Working Hour limit: 50 (Raised to 50 on 28th March)

Hired/project started date: 11th March
Paused date: 28th March
Hiring period: 11th-28March (18 days)
Paid period (before Upwork's did a refund on my behalf): 11th March- 18th March
Paid period: 11th March-25th March (Client paid my work hr for the period 19th-25th March a few hrs ago.)

*I have just received an email from Upwork 1 hour ago.

As quoted from email: 
"We are writing to inform you that your client’s payment was unsuccessful for the week of March 19, 2018 - March 25, 2018. As such, we have reviewed your Work Diary and reversed funds that did not meet the criteria for Upwork’s Hourly Protection policy. ...

... Please note that the reversal will show up in your transaction history as a "Refund" even though the transaction was a reversal processed by Upwork. If your client approved the hours reported in your work diary, please ask them to make a bonus payment to you for the amount reversed."


aocumen
Moderator
Avery O Moderator Member Since: Nov 23, 2015
9 of 18

I'm sorry to hear that the payment for the hours logged noted on the email was reversed, Mark. I would recommend that you get in touch with your client and discuss how you can be paid for the work week noted. 


~ Avery
Upwork
petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
10 of 18

@Mark K wrote:


2ndly, in what sense the client is owing me when Upwork is the side that is judging about my work and timelog,  and did the refund on behalf of me without even a prior warning/informing?


 Which part of "the client did NOT PAY" is so difficult to understand?

If a client does not pay Upwork, Upwork will pay you for hours which qualify for protection out of their own pocket. The hours which were reversed did not qualify, so Upwork is not paying you for those (out of their own pocket.)

The client never paid ANY of those hours, so how would anyone BUT the client be the person who owes you the money?