Question about refund amount
The seller failed to deliver the order and I submitted the refund request, but I noticed that it mentioned there is 10% of the refund fee will be charged.
It is really unfair that I still have to pay for the charge due to the incompletion of the job by the seller. It should be a full refund.
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Official comment
Hi Christy,
Many thanks for your message.
I have looked in your account and I can see you are already discussing this with a member of our team.
Please let me know if I can help you with anything else.Comment actions -
Hey Christy
I think that a lot of people agree with this one. So many times, buyers are refunded because of the seller's fault and in fact, they have missed out on other funds because of it.
This is a new "feature" that PPH introduced about a year ago and everyone hates it. It is suppose to deter the buyer from keep on asking for refunds and hurting the seller, but it really hurts the buyer
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Hi Sabrina,
Unbelievable! It seems that PPH only protects sellers here. Even though they approved my refund request, I still cannot find my money anywhere not to mention there is no way to contact them.
No matter job get done or not, PPH is the only one who is still profiting from it. I have submitted a dispute on Paypal to get my money back.
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Probably just write to them about it first - they may refund you the 10% if it really isn't your fault. Email them at support@peopleperhour.com
I have found that they do not protect sellers also. I am both a buyer and seller and there are negatives to both on here! They are going through a lot of changes and keep adding new "features", but it seems many sellers are getting annoyed with most of the changes. I actually cannot remember a change in the last couple of years in which sellers have been happy.
The whole CERT thing was a big change a year or two ago and that caused a massive uproar. Now, many of the longest running sellers are getting screwed over with the new search algorithms, with promotes the newer sellers. So, there is a lot of improvement to be made all around really.
But yeah, this 10% thing on refunds isn't great. The idea was to encourage the buyer and seller to work things out and cut down on disputes. We have to pay 10% to file a dispute too. So, that screws over the seller! Because if a buyer simply flat out refuses to pay for no reason, we have to pay 10% of the total invoice in order to dispute that. So, that one is awful too!
But yep... common denominator... PPH gets that money
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Hi Sabrina,
Yes, it has been resolved, thank you. They have refunded 10% fee to me as well. PPH should really consider getting rid of the 10% fee. I am now hesitant to buy hourlies as I don't want to go through this again. I'd rather use other platform right now. How can buyers be protected if the seller doesn't even start the job in my case? The buyers would lose time and money (10% fee).
PPH should have other better way to protect both buyers and sellers, the 10% is definitely not the solution.
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Hi Anju,
If you cancel the order, PPH will probably charge you 10% fee and if the seller agree, PPH will refund the remaining amount to your PPH wallet. You can use the amount in your PPH wallet to pay your next project. I'd suggest email them first at support@peopleperhour.com and ask how it works. They reply pretty quick.
Hope it helps.
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Refund Charges - again.... Why?
I have been penalised again when the the seller cancelled the job - his problem - not me. I have again be charged for the privelege of a seller not being able to deliver (through no fault of mine). The seller then cancels. I get charged 10% fee.
Why does PPH do this and why don't they charged this automatic practice?
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I've had a lot of the same experience. Sellers cancel the job or say they cannot do the job, or turns out they're just awful. Buyer gets penalised.
Recently I had a seller not have clue how to do the job they advertise, but instead they hacked my website. I've complained to PPH but I've had no reply in 5 days. Instead, I have had my 10% fee of my refund taken out
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Hello
I am new to this place. I had high hopes of someone creative to redo content on my website, I showed her examples by email, she didn’t have a problem with that. I went ahead and paid by PPH, She tells me it’s all fine and within 20 mins sends me exact copy of what I already have minus 3 words!
I ask for a refund and she states I wanted to email her outside of ppl.
I am not impressed with the sellers on here, they promise creativity but do not have a clue. I have her for a refund but had to do it myself, this is so frustrating. -
Hi Arun,
Our Customer Support team will soon contact you via email in order to look into this case.
Thank you for your patience.
Thank you,
Yannis Sliman
Product Manager @PeoplePerHour -
I would recommend staying away from PPH. You, as a buyer will have to pay the fee if you cancel the order due to the incompetent of the freelancer or they just don't deliver project on time or even at all. Buyer ends up wasting time and money.
They claimed that the fee is for using their platform while they cannot even ensure the quality of the freelancers and on time delivery which is what the platform meant to do. Buyer now has to pay for the price and waste the time due to the incompetent of the platform and freelancer??
They don't allow you to file a dispute via PayPal so that they can keep scamming people.
I am ready to close my account and switch all my project to Fiverr.
Good luck if you stay with them.
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Hi Christy,
I'm sorry we haven't managed to meet your expectations. At PeoplePerHour we work on assuring the best freelancer quality and we always request for feedback in order for us to take appropriate actions.
You can always contact us in case you face issues with either our freelancers or our platform, so that we can look into it. We have now raised a ticket with our customer support representatives in order to review your case. We understand the importance of having a completed project and we are always in the process of resolving any inconvenience you may have as a buyer.
Have a great day!
Yannis
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