Refunds - Who is held accountable? – PeoplePerHour Support

So, in yet another lack of support for freelancers working through this platform, it appears that you, as a seller, will always be held accountable in one way or another if a refund is required.

Here's the scenario- your buyer purchases your Offer with no prior contact, and expects you to complete more work than the conditions of your service lays out. Fearing bad feedback if you don't, you go ahead and complete this work. But the buyer wants amends. Again, fearing negative feedback, you offer amends. But the buyer wants more amends. At this point, you realise you simply may not be able to deliver what your Buyer is after - it's a matter of something so nuanced, and with contradictory directions from the Buyer, that you're not exactly sure what they are after. The solution? Suggest a refund - perhaps what they are looking for could be found in another freelancer? But if you do this, at the detriment to yourself having already worked on this product, YOUR CERT RANKINGS WILL BE PUNISHED.

What is your alternative? Ask for more money from the Buyer? Sure, and then when you raise the invoice, they leave you negative feedback. Beg the Buyer to issue the refund? Nope, they don't want to do that - they want you to keep working indefinitely, and for the same price. Does PPH think that these are fair conditions under which to work?

And will PPH support you, as a freelancer who gives them 20% of their earnings, if you're left dealing with a difficult Buyer? Nope. Of course they won't - they will punish you by lowering your CERT ranking.

I have NEVER had a situation working through this platform where PPH has sided with me, despite being an honest worker who really strives to deliver the best product to clients that I possibly can. All PPH do is make threats of punishment, crack the whip, and "follow rules" that are decided upon completely subjectively by the customer service rep that you happen to end up dealing with. So, so disappointing.

Official comment

Spyros

October 14, 2019 12:55

Hi Rachel and HOPE,

First of all sorry to come in late in the discussion.

The past 3 months we have made a turn to be more freelancer friendly in our refunds. We will continue to do more on this very soon (late 2019)

Further, we are planning a feature that will allow both parties (buyer and freelancer) to set milestones for each deliverable thus setting a roadmap for it. This is a feature of 2020.

Hopefully these actions will solve these issues.

HOPE

July 10, 2019 16:01

It's very disappointing! I am in your exact situation.

Refunds - Who is held accountable?

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