Dispute on Upwork. What is it and how to win?
Both sides on Upwork are able to file a dispute about the contract and funds.
There are some differences in the dispute process in between hourly contracts and fixed price contracts.
In both options, Upwork asks you to try resolving it with the other side first.
Hourly contracts.
Hourly contracts disputes are not actually disputes, they are very easy procedures for Upwork.
If you were tracking hours NOT manually, then your hours will be protected if you followed all the rules:
- memos
- activity more than a half of a line
- not over the client's limit
Everything else will be considered for the refund.
Manual time will be considered for the refund too.
You also can try to agree on a partial refund in the chat in between you, support and your client.
All refunded money will be processed to the client.
Refunds are possible for the 180 days.
Fixed price contracts
Active contracts
Only possible if you submitted the work but client didn't release the payment. You have only 7 days to file the dispute.
If money were funded, you don't need a dispute as they will be granted to you in 14 days.
Ended contracts
Both client and you can leave a dispute for fixed price contracts (client - for refund or you - for not released payments during 7 days)
To do that you need to leave A FULL feedback for your client on a dispute comment section, it will be possible only one time, you won't be able to add anything.
After that Upwork will propose their own decision. If both sides won't agree, you will be redirected to the Arbitration process.
Summary: Upwork is working only on a process of hourly disputes, for fixed price contracts they won't decide anything, they will put you into a 3rd party arbitration.
A few rules:
- Always answer quickly (within a day)
- Always try to resolve on your side without disputes as repeated ones will impact your JSS
- Play their rules for the process. Stay on your hours that were tracked
- For the fixed price agree on arbitration, it's easy to win if you made a job.
Hugs,
Tamara
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