Upwork sets a five-day review period that starts Monday at noon UTC after the billing period concludes and continues until Friday at 23:59 UTC.
During these five days, clients can review the invoice and the work the freelancer submitted and, if necessary, file a dispute. Keep reading to learn how to dispute a charge from Upwork.
Go to "Contracts" in your Upwork dashboard and select "All Contracts." Choose the relevant contract for which you want to file a dispute.
Within the contract details, find and select the "Timesheet" tab.
On the Timesheet page, you'll see the hours billed from the previous week. Here, you can select "Dispute."
At the top of the dispute page, you'll find information about the billing period, the total hours you were charged, and the timeframe during which you can dispute charges. This information helps you understand the context of the dispute.
Enter the amount of time you want to dispute in hours and minutes. Be aware that you cannot dispute more hours than the freelancer has worked during that week.
You can select one or more checkboxes to indicate the reasons for the dispute. This provides clarity on why you're challenging the charges.
To proceed, you must certify that you've read and understand Upwork's Hourly Payment Protection terms and conditions. This step confirms that you're aware of the platform's policies.
Finally, choose "Submit" to initiate the dispute process. This action will officially start the resolution process for the disputed charges.
The process of resolving the issue begins once you file a dispute. Upwork will review it, and the client and the freelancer will be able to present their case. Here's an overview of what happens next:
Upwork support review: Upwork's support team will assess the dispute, reviewing the information the client and the freelancer provide. It may reach out to both parties for additional details and clarification.
Initial decision: After the initial review, Upwork support will make a preliminary decision regarding the dispute.
Negotiations: If either the client or freelancer disagrees with the initial decision, the dispute proceeds to negotiations. In this stage, Upwork support acts as a mediator, facilitating discussions between both parties to attempt to reach a mutually agreeable solution.
Mediation: During negotiations, you'll have the opportunity to present your case and explain your perspective. It's essential to remain professional and provide evidence to support your position.
Resolution: If the freelancer and the client reach an agreement during negotiations, this resolves and closes the dispute. However, if no they don't reach an agreement and both parties cannot come to a resolution, the dispute may escalate.
The importance of proper dispute resolution on Upwork cannot be overstated. Not only does it protect your financial interests, but it also upholds your professional reputation. Maintaining professionalism and adhering to the terms of your contract are crucial aspects of building trust and credibility on the platform.
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