**Chargeback Issues

For all chargebacks, CSS Notes will show one of the following automated tags within a CL account. This is internal info only; do not share these tags or their meaning with the user.

 

CHARGEBACK: ADJUSTMENT - Automated adjustment

 

 

CHARGEBACK: ACH RETURN - These happen when the bank declines charge

• • If CL wants to use a new billing method: instruct CL to add a new billing method (if they haven't already), then click "pay now" to pay off their due balance > this should remove any suspensions automatically. No need to send to the CB team.
  • If the CL wants to continue using their ACH: send ticket to CB for review letting the CL know our CB will take a look and we’ll get back to them within 24 hours.

Important - If there is a fraud suspension on the account AND a “Chargeback: ACH Return”, send to Chargeback. Regardless if they want to use a different billing method or not, these should all go to the CB team. 

 

 

CHARGEBACK: TRUE FRAUD - Stolen credit card; assign ticket to Payment Risk, once Payment Risk team has deemed the account good then escalate the ticket to Chargeback team for review.

We no longer process manual charges for chargebacks. If CL is looking to pay, they must click "Pay Now" or add a new payment method.

 

Process Map

CB Team works to handle before 24 hours, but if an escalated case, Slack: #ask-chargeback-team-public for assistance.

 

CLs do not receive manual emails from CB, so we won't see a CB ticket in ZD. These are all automated emails that go out then the CL has a negative balance and if the CL isn't seeing them, it's most likely in their spam/junk folders.

 

Do not encourage freelancer to make manual refunds at any time. Always escalate to Chargeback team for review.

 

Process Map

CB Team works to handle before 24 hours, but if an escalated case, Slack: #ask-chargeback-team-public for assistance.

 

If CL requests a manual charge to pay a chargeback owed, advise CL to click on the “Pay now” button to clear their balance. Once balance is cleared, follow steps below:

• Merge new ticket into the existing chargeback ticket
• Add “Internal Notes” i.e. CL paid the balance and would like their account resumed, please review
• Submit ticket as “Open”

Be empathetic!

Inform CL their case will be escalated for review:

1. Update assignee to “EE”
2. Add “Internal Notes” i.e. CL doesn’t want to pay CB owed. Please review
3. Submit as “Open”

Be very empathetic!

Inform FL their case will be escalated for review:

1. Update assignee to “EE”
2. Add “Internal Notes” i.e. FL doesn’t want to pay CB owed (filed by their CL). FL did not qualify for payment guarantee. Please review.
3. Submit as “Open”

The Chargeback Team sends email notifications when:

• CL is suspended due to a chargeback issue
• FL didn’t meet Payment Guarantee

The system will also send a notice to both parties within their Upwork accounts when:

• If client - notification will prompt to contact support
• If freelancer - will indicate their contract has been paused and to contact support

 

Note: Automated emails are sent to clients about their chargeback and account being suspended. They will need to check their junk emails or spam folder.

 

What the Automated Email looks like:  

 

We are writing today to let you know that a payment you've authorized has been reversed by your bank.

This reversal is called a chargeback, and it occurs when you or your bank disputes a payment you've authorized.

Below are the details:

 

- Chargeback Amount: $

- Billing Method: <Card type and last 4 or PayPal email >

- Chargeback Reason:

- Chargeback Date:

- Original Payment Date:

- Original Transaction Ref:

 

Since this payment is still due, we ask that you take a moment now and pay the outstanding balance by clicking here and selecting "Pay Now.” Note: If you need to add a new billing method first, you can do so on the same page.

 

Please note that chargebacks are not permitted under our Terms of Service. Any disputes should follow our existing dispute process.

 

Thank you for your understanding. Should you have any questions or need further assistance, please don't hesitate to get in touch. Thanks for using Upwork.

 

Regards,

 

 

Clients may mention to CS that they are going to “go to their bank” or file a chargeback against the payment(s) made to Upwork due to a poor experience with their job contract(s) / freelancer(s). As a best practice, we should never encourage or agree that a client should go to their bank to file a chargeback.

DISCLAIMER: Please DO NOT use these responses if the user does not first mention they will go to their bank / file a chargeback first.

General Response

I understand your concerns regarding your freelancer and your contract with them. I have escalated your case to our highly skilled [INSERT TEAM NAME DEPENDING ON SITUATION] for further review and assistance. However, I do want to inform you that since the payment was already released to your freelancer, our Payments Team will automatically suspend any account that we receive a payment reversal (chargeback) on, and I’m afraid that an account suspension would interfere with our {insert team name depending on situation}’s ability to assist you.

If Payment within Hourly Dispute Timeframe

I understand your concerns regarding your freelancer and your contract with them. I can definitely help you work towards resolving this issue. Please note that you can pause your contract, which will prevent your freelancer from logging any additional hours. To pause your contract, simply follow the steps below:

• Go to “ Jobs” and find the contract you want to pause
• Click the “Actions” button and choose “Pause”

Next, it sounds like you would like to dispute your freelancer’s hours. Each week, you have a 5-day timeframe (from the Monday that you are charged until the following Friday of that same week) to dispute the hours your freelancer logged the previous week. You are still within that time period. When you file a dispute, your freelancer will be notified by Upwork that there is an issue with the contract and a Mediation Specialist will review your case. See below on how to file a Dispute:

• Go to “ My Jobs” and click the contract name in the list
• Go to the “Time & Payments” tab and click the “...” and select “Request a refund”
• Click the link "complete the dispute form" located in the right side and fill up the form

Please note that our Payments Team will automatically suspend any account that we receive a payment reversal (chargeback) on, and I’m afraid that an account suspension would interfere with our Mediation Team’s ability to assist you.

If Fixed-Price Payment Still in Escrow (funds not released)

I understand your concerns regarding your freelancer and your contract with them. It looks like funds are still held in escrow. On fixed-price payments, clients release funds when they are satisfied with the work product. Since funds are still held in escrow, you can request that the freelancer issue you a “refund”, which will return the funds that are held in escrow. To do this, you can:

• Go to “ My Jobs” and click the contract name in the list
• Click the "Cancel Contract" button at the top right
• Choose to pay an amount less than the full milestone amount (or nothing) and end the contract.

If your freelancer disagrees with your request for a refund, they can initiate a dispute and our Mediation Team will review the case and work with you and your freelancer to hopefully resolve the matter. However, please note that our Payments Team will automatically suspend any account that we receive a payment reversal (chargeback) on, and I’m afraid that an account suspension would interfere with our ability to assist you.

If Payment is Within Fixed-Price Dispute Timeframe (funds already released)

I understand your concerns regarding your freelancer and your contract with them. I have escalated your case to our Mediation Team for review and assistance. Please note that since the funds have already been released to your freelancer, our Payments Team will automatically suspend any account that we receive a payment reversal (chargeback) on, and I’m afraid that an account suspension would interfere with our ability to assist you.

If Outside Dispute Timeframe (high-value CL)

I understand your concerns regarding your freelancer and your contract with them. I have escalated your case to our Customer Experience team for further review and assistance. Please note that since the funds have already been released to your freelancer, our Payments Team will automatically suspend any account that we receive a payment reversal (chargeback) on, and I’m afraid that an account suspension would interfere with our ability to assist you.

If they are outside of the dispute timeframe (non high-value CL)

I understand your concerns regarding your freelancer and your contract with them. If you are looking for a new freelancer to complete work for you, I can connect you with our Talent Services team. Our Talent Services team will help you find a freelancer with a history of great feedback on our platform. However, please note that since the funds have already been released to your freelancer, our Payments Team will automatically suspend any account that we receive a payment reversal (chargeback) on, and I’m afraid that an account suspension would interfere with our Talent Services Team’s ability to assist you.

If CL is UNHAPPY with Dispute Outcome or Outside Dispute Timeframe

I understand that this is a frustrating situation.

[CHOOSE ONE OF TWO SCENARIOS BELOW]

[[IF CLIENT **HASN’T** MENTIONED TALKING TO FREELANCER ABOUT REFUND/DISSATISFACTION]] If you haven’t already, we suggest reaching out to your freelancer to discuss this matter. A freelancer does have the option to refund the payment you made to them and they may agree to do so. You and your freelancer also may be able to agree on another way to resolve the matter, such as them redoing the work so that it meets your expectations.

OR

[[IF CLIENT **HAS** MENTIONED TALKING TO FREELANCER ABOUT REFUND/DISSATISFACTION]] I know you have already spoken to your freelancer about this matter, but we suggest reaching out again to see if you both can agree on a solution. A freelancer does have the option to refund the payment you made to them and they may agree to do so. You and your freelancer also may be able to agree on another way to resolve the matter, such as them redoing the work so that it meets your expectations.

***ADD FOLLOWING IF CLIENT MENTIONS CHARGEBACK - DO NOT ADD IF CLIENT DOESN’T MENTION CHARGEBACK***

Please note if you ask your bank to reverse the payment you made to the freelancer and we receive that chargeback request, our Payments Team will automatically suspend your account. As we very much hope to not have to take that step, I hope you can work directly with your freelancer to find a mutually agreeable solution. Please know that under the circumstances, our Talent Services team can help you find a freelancer with a history of great feedback on our platform, if needed. Just let me know and I’ll be happy to connect you to a member of that team.