Allow Over Payers to Have Money Returned without Penalising Hourly

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Peter

• March 02, 2015 09:50

I have a customer who paid more into the escrow than I asked them to. No idea why they did that, but they were really pleased with the work I delivered, my customer said so and PPH verified this. There are no negative's between the customer and myself. After long protracted communication with PPH, by me on behalf of my customer, there is no provision in the PPH T&C's to return the customers money. PPH want to retain it, or to knock my ranking if its returned!

Come on guys, don't hit the Hourly just because you don't have a mechanism for this, we work hard to maintain our rankings.

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  Permanently deleted user

  • March 02, 2015 09:56

  Hello Peter,

  I see one of our agents has already responded to your query. If there is a remaining balance then our customer support can go ahead and refund back that amount and if there is any negative warning we can remove that as well. We do not leave anything negative if we can see in the workstream that there is evidence of the contrary. 

   

  Thank you. 

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  Peter

  • March 02, 2015 11:03

  Hi Michael,

  The solution you have offered is for me to agree to the refund, which then drops my ranking from 5 to 1.

  That sounds like a penalty to me. You need to refund my customer without hitting my ranking at all.

  Cheers

  Peter.

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  Peter

  • March 04, 2015 09:59

  For anyone following this. PPH did in fact make the refund without penalising my ranking. Thanks PPH you listened and responded.

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