A client with an invoice that is due for over 30 days is at risk for being sent to Upwork’s 3rd party collection agency, True Accord. Below are the typical questions that may arise when a client receives a collection email or an at risk for collection email.
Clients often respond back to the email stating they would like to know who and for what the overdue payment is for.
Use macro:
Billing and Payment > Collection > Balance DetailsAt this stage, the client has been past due for at least 30 days. We will not grant an extension without a wire receipt which serves as proof the client has funds enroute to Upwork. This “wire receipt” would be based on **Urgent Billing Options.
Client had the resources available to file a dispute prior to their account becoming suspended and past due for 30 days. Our site policies state we do not allow disputes over released payments or over the quality of hourly work.
The macros pertaining to this topic are:
- Billing and Payment > Collection > non-hourly dispute
- Billing and Payment > Collection > hourly dispute
The Upwork site does not allow a payment plan. The client’s account will remain suspended until the balance is brought to $0.
Use macro:
Billing and Payment > Collection > no payment planTrue Accord sends Upwork a list of direct payments made once per month. When this is received, Payment Operations will apply the amount to the user’s balance to offset the past due balance. If a client contacts CS early to state they made a direct payment prior to PayOps receiving the file, assign ticket to Payment Operations for review leaving detailed notes on the issue.