payment reversal and refund issue due to client dispute their financial.

[#1]

Hey,

I am very disappointed with Upwork.  Actually, I was working with my 2 clients and both clients had good working previous histories (According to upwork status). and I did all the work and they both paid me successfully.

In the Upwork support email also told me I should contact my client to solve this issue. How this is possible because Upwork already suspended my client's account? Should I take contact information from my clients before starting work?

these things scare me now and I have only one question in my mind is Upwork really reliable?☹️

thanks

[#2]

Contact for what?

Ok, client banned. You have phone, calling: "Got no money". Clieent say "Sure, i want to pay you. But upwork banned me. Give your Paypal, i will pay right now".

Your action?

[#3]

No, I have no client contact information. I was only communicating with client through upwork.

[#4]

Hello Osama,

I am sorry to learn about your experience with your client. I checked, and I see that you are referring to the chargeback notification you received from our assigned team. This is a difficult situation, and I understand your frustration. Some reversals (chargebacks) result from the client contacting their bank and asking them to reverse the payment.

In these cases, we look to our Terms of Service (TOS) for guidance and follow it by taking two steps:

1. We seek reimbursement from freelancers/agencies in cases where their client makes a payment, asks their bank to reverse it, and the bank does. (see more detail in sections 6.3-6.5 in our TOS).

2. We review the client’s Upwork account because reversing a payment, in most cases, is against our TOS and can result in us permanently suspending their Upwork account.

Aside from these steps, the Upwork team also helps the freelancer or agency challenge the reversal. I checked your support ticket, and it appears that you have submitted the requested documents to proceed further. Our team will submit a rebuttal to the client’s bank on your behalf. Keep in mind that it can take the bank up to 90 days to review and provide their final decision. The client’s bank will have the final say regarding the rebuttal and we have no control over the outcome. You can access your ticket on this page.