Refund payments-Hourly Payment Protection

[#1]

Refund payments-Hourly Payment Protection

Refund payments with reason working hours don't adapt to the Hourly Payment Protection Policy although we always use Upwork Time Tracker and follow TOS.

Situations:

1. For all calls, videos, and meetings only, no use of the keyboard, click mouses. We only have screens that Time Tracker captured and saved. But we worked really. 

2. Add manual time with enough Memos and Clients aware all.

Question: 

How are we protected as per Hourly Payment Protection Policy? We worked really. Are we protected?

[#2]

Hi Duong,

I have reviewed your account and it seems that you are discussing the recent encounter with a client whose payment was unsuccessful. I sincerely apologize for the inconvenience that this situation has caused you.

To ensure your client is invoiced automatically and you benefit from Upwork Hourly Protection, make sure you use Upwork Desktop App to log time on hourly projects. By doing so and following the steps outlined in our Payment Protection, a freelancer is taking all of the necessary steps to have their payments covered. For more information about getting paid on your hourly contracts, please check this help article.

I can see that you're already communicating with the relevant team via a support ticket regarding your concern. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

- Pradeep

[#3]

Hi PradeepH, 

All answers or feedback only mention to Policy and follow the Hour Payment Protection general and general. I want to listen to everyone here about the detailed situations. How can we have detailed solutions to terminate Refund money around my situations? 
I always turn on Time Tracker to record Memos and capture them every 10 minutes. I have worked really hard and followed our TOS

According to all feedback, the refund money may be incurred again in the future. I haven't yet seen a detailed solution to terminate my situation.

This is reason I want to listen any more from everyone, Upwork community. 

Thanks & best regards

Thuy Duong