For Freelancers who do not want to refund for a chargeback, EE is now included in the escalation path.
For Clients who do not want to pay their chargeback, EE is now included in the escalation path.
When EE receives these escalations please follow the process below to determine the outcome and resolution:
1. Review contract in question to ascertain facts and what transpired
a. was a dispute filed
b. was there consistent communication
c. is there evidence of work delivered
d. if a dispute, what was the determination made, etc
2. Review accounts of both parties, check for violations, evidence of potential collusion including TSI and Darl in review
3. Initiate communication if warranted
a. make a determination as to whether it will be productive to contact other party to facilitate discussion
4. Summarize findings, provide resolution to complainant educating on ToS, offer retention treatment if warranted (credit and sourcing for client)
(https://support.upwork.com/hc/en-us/articles/360011934073--Chargeback-Issues)