Due to escrow compliance rules, any movement of funds on the Upwork platform by an internal agent (not initiated by user e.g. TL initiated) requires escrow approval by an escrow agent. Movement of funds includes the following transaction/requests:
- Refund balance to client’s payment source (e.g. CC, PayPal)
- Transaction reversals
- Refund requests (via Assignments)
- Escrow defund
- Deposit requests
- CS credits
- and any other movement of funds
Pending Escrow Approvals can be viewed via the AE of the request:
SLA
Requests/queues will be cleared at least once every 24 hours during business days. The queues are approved periodically from 7:30AM through 5:00PM (Pacific) Monday through Friday.
Escalations
Any urgent approval requests during business hours can be made by posting the details in the “Adjustment Approvals Hours are Mon-Fri 730-5pm PT” Dash room. This can include requests to cancel incorrect adjustments.
FYI: Escrow agents are employees of Upwork and per escrow compliance rules are the only employees who may approve escrow transactions.