Refund a client

[bartlettediting]

Hi. I need some help navigating a problem.

I had a client who sent me a manuscript to edit. We agreed upon a price and he sent it in before I could bill it or even finish the work. After reviewing his work, we mutually agreed that it wasn't ready for editing, so we cancelled the contract and I issued a refund of the whole amount. The money never hit my account and was never refunded back to him, so I assume it is sitting in escrow somewhere. How do I get this refund processed? 

[petra_r]

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Denise B wrote:

The money never hit my account and was never refunded back to him, so I assume it is sitting in escrow somewhere. How do I get this refund processed? 

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It's automatically processed back to the client's payment method, where it will appear within 5 days. 

Expect a hit on your metrics as a "nothing paid" contract counts as an unsuccessful contract. NEVER accept a contract before seeing the material.. This should have been caught before you accepted the contract.

[bartlettediting]

It has been more than five days.

Is there a way to talk to an actual human at customer support?

[prestonhunter]

 Not five days. Five business days. Be patient. This is an automated process.

[bartlettediting]

Thank you, but I assumed it was business days. It has been more than five business days. 

[LuiggiR]

Hi Denise,

We'll be happy to reach out to your client to further assist them with their issue.

Thank you.