Client feedback after contract closure

Urjack · 2025-01-22T14:53:14+00:00

I was wondering if the client, after closing the contract and requesting a refund, still has the possibility to leave feedback. I recall that during the cont...

Urjack

Okay, now it's clear. If no funds have been transferred, only the private feedback has released, the public feedback can only do so after payment, but after 14 days post-closure, hi can no longer release it. @Petra, there’s $4250 in Escrow. I’ve provided extra drafts and work to meet the client’s expectations, but they’ve been unresponsive for over a month and now claim the work doesn’t meet their needs. I think I’ll follow your advice and go for external arbitration.

Petra

Urjack

You have to go through mediation first, just be absolutely clear in mediation that you have done the work as required and are not going to back down.

Say only as much as is absolutely necessary, and as little as possible. Stay professional and calm. Do not waver from your line.

Ask here if there is anything that is not clear or makes you feel uncomfortable.
Mediation will push for a 50/50 split.

Do not agree to that.

Much of what I know about disputes I have learned from @TopRatedTroll. I only ever had one dispute. (which was a joke because I told the client I didn't want to continue working with her, and theoretically she was outside the dispute period, but someone ín support told her if she added a funded milestone she could then dispute.

But I remember thinking at every interaction "What would @TopRatedTroll do!?" and it worked.
I ended up being able to close the contract, keep my money and she didn't even leave poor feedback.

Urjack

Petra Thank you for the suggestion, I am well aware of the procedure. In the first year, a very similar client requested a full refund after several extra drafts and my attempt to find a satisfactory result. I asked for mediation, and since he was arrogant and rude, I went to external arbitration with AAA. After reviewing the chat and the designs I had proposed, the judge awarded me 95% of the amount, I believe he left him with 5% to buy some Kleenex to dry his tears.

Petra

Urjack

I believe he left him with 5% to buy some Kleenex to dry his tears.

That is so funny! 😂

Ravi

Urjack I believe he left him with 5% to buy some Kleenex to dry his tears.

Haha!

Topraise

Please this happened to me today, I've been working for this client since last week to complete her branding project and I was able to finish it today and deliver, she was happy with it and her response was great but to my surprise after some minutes she messaged me with unnecessary expenses and ended the project and and asked for a refund in the escrow. I felt like been cheated, I opened a dispute but she didn't accept it as well, please what is the next of action? And does it mean if she decline Upwork Mediation and I accept it, what would happen as I don't have that much to go for arbitration. Please help me, thank you.

Andrea

Topraise You can find this answer on Upwork's help articles. Here's the one you're looking for: https://support.upwork.com/hc/en-us/articles/211068528-Dispute-non-release-of-a-milestone-payment

"If they don’t respond in 5 days, the funds you requested will be released to you"

Petra

Topraise How much money are we talking about?

The mediator will go through the motions and then suggest that you split the difference, so you get half, the client gets half.

Then you can accept that and if the client also accepts, you get half.

If neither party accepts the suggestion, only arbitration can help.

she was happy with it and her response was great but to my surprise after some minutes she messaged me with unnecessary expenses

Sounds like the client was not the actual client but someone who farmed out work they were hired to do and the actual client was not happy.

What do you mean by "she messaged me with unnecessary expenses"?

Topraise

Thank you so much, Petra
It's $250 we are talking about here.

Petra

Topraise With arbitration costing over $300 each, that isn't worth it.

Topraise

Petra
My thoughts as well, what do you suggest I do? I am ready to accept Upwork Mediation but what if the client do not accept it.

Petra

Topraise See what happens in mediation. It's not a great situation!

Topraise

All right, thank you so much.

Urjack

Update: We opened the dispute, and the client wanted to settle for a certain amount. I was about to accept just to avoid wasting any more time with him, but Upwork lastly never ceases to amaze me. The mediator wrote to both of us suggesting that the full amount should go to the client. I privately messaged her to ask why she made that suggestion, and she replied that she understood my frustration but that it was just a recommendation. I asked her to justify it objectively instead of giving me a canned response, and of course, I got no reply. I think this is the end of a marriage.

Petra

Urjack That is literally disgusting, especially if the client has already agreed to pay something!

Urjack

Yes, after reviewing the mediator's offer, the client decided to delete their message with their own proposal. I believe this is a clear indication of UPW's new policies. Until now, I’ve always adhered to the TOS, never took clients off-platform, and was happy to pay the fees to secure regular clients. I always went the extra mile for them, not only for personal satisfaction but also as a small investment to generate future work. Now, however, I find myself paying the fees but receiving nothing in return. There are no new clients, and the few who do reach out are just garbage. As a result, I’ve decided to invest in alternative sources and search for clients independently. To UPW, I’ll just be another number, but let’s see how long their policies will allow them to continue generating profits.

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