Refund request automatically started - how to cancel this request?

[283a9aaa]

We have a long term project and now it tooks a bit longer then planned.
But i was wondering that a REFUND REQUEST was started now.
I am not able as agency to cancel the request. The freelancer has just the option to "DISPUTE" or "ACCEPT".

What should i do if i just want to continue this project with the freelancer?

[283a9aaa]

We are an agency and had a long term project with a freelancer.

Now the auto refund request has started and we want to cancel it bcs the project took a bit longer.

I have no option in the UI to cancel this request and just continue the work.

Any solution ?

The freelancer has only the option DISPUTE or ACCEPT

[PradeepH]

Hi Nikolai,

Thank you for your message. Could you please confirm the contract title you are referring to? 

Thank you,

Pradeep

[283a9aaa]

Ofc - "Plissee Configurator WP Plugin"

[AndreaG]

Hi Nikolai,

Thanks for confirming the contract! Since Upwork is unable to hold funds indefinitely, we're not able to cancel this refund request and continue to hold the funds. I would suggest the freelancer accept the request so you get the funds back and can hire them again. I believe this would be faster than disputing and waiting for the mediation team to review and handle the case.