When a client’s payment method fails, their balance becomes past due. We then try to re-charge the UPM for another 5 days. After the 5th failed attempt, the account is suspended.
Direct the client to add a working UPM to their Upwork account to clear the balance, using the macro: Billing and Payment > Clear Balance Due, Finance Suspension.
If they cannot use their current UPM or add a new one: they might request for a suspension hold off. If eligibility criteria is met AND they are currently not suspended, Upwork will grant a suspension extension, not to exceed 7 days. Please see the “Eligibility Criteria” drop-down prior to escalating to the Payment Operations team. Do not send to Payment operations if the user does not qualify.
If a CL is asking to do a wire/bank transfer: go to **Urgent Billing & Refund Options
Note - Suspension can be held off to the date requested by the client, but cannot exceed 7 days. In order for user to qualify for suspension hold off, the user must meet criteria in the process map below, must currently not be suspended, and must send a Wire/ ACH payment.
Suspensions will only be held if the client can prove that money is in transit. Proof must be a screenshot of the Wire/ACH receipt showing Upwork’s bank details, $ amount covers the balance owed, and date the funds were sent.
If the user does not meet one of the requisites on the drop down, is not suspended and has sent proof of transfer then have it sent to PayRisk for review and once PayRisk approves, fill out the suspension hold-off form. Inform the user that it may take 1-2 business days for the review (already includes PayRisk and Pay Ops ETA) to set proper expectations.
Clients requesting to hold off due to failed charges: