Background:
We've provided some back end knowledge below, on how the Escrow payment system works when releasing Escrow, to help identify actual technical issues, versus the normal behavior of the system. Below are some key points to note when troubleshooting a user's inability to release Escrow:
Factors to Consider when Troubleshooting:
- A client can still fund a Fixed Price contract with an unverified billing method. But the funds in escrow cannot be released to the freelancer until the billing method charged has been verified.
- The billing method charged to fund a Fixed Price milestone does not need to be listed in the client's Upwork account to release the payment. As long as the billing method has been verified and the payment does not exceed the funds in escrow for the milestone, it can be released to the freelancer.
- Even in cases of "declined status" the client should be able to release as long as the original UPM was verified at the time of funding or shortly after funding.
- Inability to release should not occur on an already authorized payment. The user should only be prevented from making an additional payment with that card while it is in a declined state.
- Unverified billing method (never verified) will prevent the release of funds held in escrow.
- Negative balances should not prevent the release of funds held in escrow.
- Account suspension, AE or Company, should not prevent the release of funds held in escrow because the payment method has already been charged when client deposited it to escrow.
-
To release payment on any remaining funds in escrow, it needs to be part of an active milestone. Client should activate and release a milestone for any final payments before ending the contract.
If CS has troubleshooted the above factors, and believe the client should be able to release the funds, agents should notify their Team Lead that a bug may need to be filed.