Client wants refund from proposal
Answered
I won a job today, It was pretty straight forward. It was to design a CV, to which I gave an example.
I proposed 3 hours work to redesign and input the data the client gave. She asked if I could get it down to 2 hours, to which I said i could do it, if it was a straight forward copy and paste into the template that I had designed.
When she accepted the proposal, she then said she wanted to change the design which I'd already said I couldn't do in under the 2 hours.
Now she wants a refund, even though I've started the work.
This has never happened before, I have 100% feedback which is all good and I don't want this to affect my rankings as this is my livelyhood!! I am so upset. Can anyone help me before I refund her?
I have asked her kindly to reconsider, even though I will be dipping out on the time allocated, allowing the redesign.
Kind regards
Katie
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Just to add to this, I disputed the refund and the client agreed to retract it, I've now done the work for this and they have said they don't like it, even though I have followed the exact brief. I feel that there has been complete shut down from the start and even though it's possible for my client to now us what I've given to them I believe that they will still ask for a refund and we're back to square one again.. I just can't believe this is happening. I have never had this happen!
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If you don't deliver the job PPH will give you an automatic 1 star rating (I'm not going to discuss what I think of this policy) so that would obviously effect your rankings.
if I were in your shoes I would
1) deliver the work
2) invoice
3) expect payment
4) if disputed, dispute it back, show PPH the work and brief and ask them to decide
5) if they come back in the clients favour, just tell PPH you don't think you can satisfy this specific client and that they should refund them
6) if PPH then give you an automatic 1 start rating i think you'll have enough evidence to get it rescinded
Work is a two way street, if the client is not a good fit you will just end up miserable, firing clients can be very liberating Katie
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I didn't even get to invoice them, they asked for a refund straight away, which I've now disputed.
Its just upsetting how someone can be so insulting about my work, when I have had nothing but great feedback from every single other client.
Thanks Chris for your advice, it's really helped. I will see what comes out of this now.
K
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Hi katie.
I was just wondering what the outcome of this was.
I had a similar instance where I had to refund a customer through a regular posted job. Their spec kept growing and growing and correspondence was completely unreasonable.
Interestingly I did not get an auto 1 star. As people always say across the board PPH customer service are there to help, and essentially they are human.
Hope it all worked out for you (I can see you still have 100% which is good).
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Hi Richard
Oddly enough on the second refund request that she did, I literally waited until the outcome, but the client came back with a big apology and just requested one final change. So I managed to get it worked out, even though it was a huge pain and I didn't earn any money from it in the time that I spent do all changes etc from her adding to the brief.
I think there is a lot of fear of the unknown. I think that Chris is right though, if you can show all of your communication and work that has been completed it would be almost unforgivable for it not to go in your favour.
So I'm pleased that it managed to work out, however through all of that it wouldn't have stopped that Client giving me a 1 star just to add to the flippant behaviour that I saw from them.
Anyway it worked and no 1 star! :-)
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Ah thats good.
Possibly just having a bad day (or two).
Agreed though - evidence of both communication and work completed is essential. Hence the strength of the workstreams on here.
I too have a 100% feedback at the moment, and personally get a bit twitchy when a client start to complain at any level. Tense times every time an invoice is paid, as I know some people are just plain grumpy!
Interestly though, when I look through profiles etc - I always go to read the ones with less than 100% as they draw attention. More often than not, the reply to the negative feedback speaks volumes.
Glad it was all resolved.
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Can anyone help me ??? basically I said i needed an app done in both android and apple OS seller is saying his proposal didn't include both platforms even though it states it on job spec and that i spoke to him on Skype about it in which we agreed both. I feel completely cheated I have asked for a refund he's not done any work yet kept saying he has but he hasn't so what do I do.. I need PPH to refund me my deposit i paid so i can recruit someone who can do it. How long will they take to sort this - I feel like i have lost faith in PPH
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Hi Lou
There is actually a button for you to request a refund on the thread. Once you've done that and you've stated the exact reason why you require the refund, the seller has 3 days to come back to you before PPH make a decision. Don't feel cheated, PPH are pretty good at being the initiators in this. The seller can dispute the refund, however if everything was written in the proposal that they would do something and then they then turned around and said they wouldn't, then I'm sure you'll be fine.
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Hi Katie
It was written in the job description I posted - seller is now saying i didn't include it in the proposal when the job clearly states app development on both platforms and the way he has worded the proposal makes it seem like only for apple but that is not what was agreed. I can't get hold of anyone at PPH I have never had such an awful experience before>
I contacted them yesterday and said one working day but still no reply. Feel really let down
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Hi Lou
Have you actually clicked the "request refund" button? If not, I would suggest you do that ASAP.
Because it will be in the best interest of the seller to work with you in order to try and resolve the difference.
I'm pretty sure the refund policy is automatic, unless the seller disputes it. Either way the seller has to come back to you to try and resolve one way or another. So I'd go with requesting the refund through the PPH button on the thread and go from there.
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