Maybe my story will be helpful to someone or I'll get some good advice. One of my first projects was to create a video with a transparent background that would spin on specific pages of a website only for first-time visitors. The video featured the client's aunt speaking about the website. After some rough patches, including sending the video without the alpha channel and having to fix loud smacking sounds, I finally completed the project to the client's satisfaction.

For the second part of the project, I was tasked with creating a plugin for the client's Wordpress site. I had to make adjustments to position the video and add control buttons, among other things. After testing, I discovered that cookie control wasn't working on one page due to an excessive number of cookies. I rewrote the control code and sent proof to the client that the plugin didn't slow down their site. However, when the client reported that cookie control wasn't working on IE11 on Win 7, I downloaded an image of the operating system and recorded a screencast to show that it was working. But the client wasn't satisfied and claimed the video didn't work on mobile browsers, even though this wasn't part of the original task.

After a month of back and forth, the client stopped responding. They eventually got a new website and no longer needed the transparent video. However, recently, the client requested a refund from Upwork for the first part of the project, which was completed months ago. I'm not sure what to do next.

If it's the initial order on Upwork, I suggest not issuing a refund and instead, attempting to resolve any issues through customer support, presenting evidence if necessary. The support team seems reliable and if there are compelling reasons, you can request that the order be closed as is without it affecting your Job Success score. If they deny the request, it would be simpler to delete the account and create a new one, especially if there's only one negative review. Ultimately, it's crucial to maintain a high Job Success score and bad reviews could hinder that goal.


In the gig economy, maintaining a positive reputation is essential for freelancers seeking work. While it may seem tempting to issue refunds to clients in order to avoid negative feedback, there are alternative ways to resolve disputes that won't hurt your standing on the platform. Making use of customer support services and presenting evidence can go a long way in ensuring a successful outcome. And in the worst-case scenario, starting fresh with a new account may be the best option.

There is a feature on Upwork whereby if you refund the entire amount, you will not be shown any review. However, if you dispute even just $1 or do not refund any amount at all, the client has the liberty to give you any review they want, even if it's just one-star rating. Unfortunately, Upwork will not take any action to remedy the situation, they would simply reply with "we are open to any feedback."

Once the bad review is posted, the client can then opt to close the account, which leaves very little chance for other customers to consider working with you and clearing up the bad review.

In light of this, the success rate is not a reliable metric to go by. It's more advisable to keep an eye on your feedback score instead, as this shows up right next to your bid. Achieving a top-rated status requires hitting a 90% success rate, but ultimately the decision is up to you.

it's important for freelancers to be aware of the potential risks involved in disputes with clients on platforms like Upwork. Always strive to resolve conflicts amicably and maintain a positive relationship with clients to minimize the likelihood of negative reviews.

Opening a dispute is an option available to you. If there have been numerous successful projects in the past, it's unlikely that your Job Success Score (JSS) will drop below 80-85%. Having such a JSS makes it possible to secure new orders.

However, my experience with domestic exchanges suggests that no one will meticulously review every single piece of correspondence and screenshots. Instead, everything is usually returned to the customer without much thought, regardless of who's truly at fault. This might differ from how things work on Upwork, but it's something to keep in mind.

On a related note, it's always a good idea to maintain clear communication with your client throughout the project. This can help prevent any misunderstandings or potential disputes that may arise later on.

Dealing with difficult clients can be frustrating, especially when you've put in a lot of effort and completed the project to their satisfaction. In situations like these, it's essential to handle the situation professionally and thoughtfully. Here are a few steps you can consider taking:

1. Review the terms and agreement: Go through the contract or agreement you had with the client to understand your rights and obligations in this situation. It will also help you determine if they have any grounds for requesting a refund after such a long period.

2. Communicate with the client: Reach out to the client and express your willingness to address their concerns and find a resolution. Ask for specific details regarding why they're requesting a refund, and try to understand their perspective. Maintain a professional tone throughout the conversation.

3. Offer a compromise: If you believe there might be legitimate reasons for the client's dissatisfaction, consider offering a compromise. This could include providing additional assistance, making further adjustments, or offering a partial refund as a gesture of goodwill. However, make sure to weigh the potential cost and benefits of such an offer.

4. Seek mediation or arbitration: If you cannot reach a resolution through direct communication, you may want to explore third-party mediation or arbitration services. These platforms provide an unbiased perspective on the matter and can help facilitate a fair outcome for both parties.

5. Consult legal advice if necessary: If the client's request for a refund seems unreasonable or if you face any legal issues, it might be wise to seek legal counsel. They can guide you through the process and help protect your rights and interests.

6. Provide dоcumentation and evidence: Gather all relevant dоcumentation, such as email correspondence, contract details, proof of completion, and any other evidence that supports your case. This information will be valuable if you need to dispute the client's request for a refund.

7. Contact Upwork support: Reach out to Upwork customer support and explain the situation in detail. Provide them with all the evidence and dоcumentation you have collected. They can guide you through the process and help resolve any disputes or issues that arise.

8. Respond to the refund request: If the client has initiated a refund request on Upwork, make sure to provide a timely and detailed response. Clearly outline your position, explain why you believe the client's request is unfounded or unjust, and provide all relevant supporting dоcumentation.

9. Stay professional and maintain good communication: Throughout this process, it's important to remain professional and maintain open lines of communication with the client and Upwork support. Avoid getting defensive or confrontational, as it can hinder the chances of reaching a satisfactory resolution.

10. Learn from the experience: Take this opportunity to reflect on the project and identify any lessons learned. Assess what could have been done differently to avoid similar situations in the future. It's crucial to continuously improve your processes and client management skills to minimize the chances of encountering challenging situations again.

11. Accept the refund and move on: If the refund is granted and you believe it's not worth pursuing further, you might decide to accept it and close the matter. While it can be frustrating to lose the payment for completed work, sometimes it's better to let go and focus on future projects.

12. Leave an honest review: If the client's actions were unreasonable or unjustified, consider leaving an honest review on their profile. This can help other freelancers evaluate whether they want to work with that client in the future.

13. Learn from the experience: Take this experience as an opportunity to learn and grow. Identify any areas where you could have improved your communication, project management, or contract negotiation skills. Use these lessons to strengthen your processes for future projects.

14. Assess your contract and policies: Review your contract and policies to ensure they protect your rights and clearly outline the terms of the project. Consider adding clauses that address potential issues like refund requests, scope creep, or additional work beyond the initial agreement.

15. Move forward and find new clients: Remember that one negative experience does not define your entire freelance career. Focus on finding new clients and building positive relationships. Seek out opportunities to showcase your skills and expertise, and don't let this setback discourage you.

In this case, it seems you've delivered on the initial scope, but the client's demands expanded beyond what was agreed upon. It's vital to dоcument all communications and project milestones to protect yourself.
If the client is disputing the work, provide evidence of your completed tasks and their approval. If they persist, consider escalating the issue to Upwork's dispute resolution team, as they can mediate and review the provided evidence.

Video plugin development for a client's website was a rewarding experience that enhanced user engagement and performance. I customized features based on client needs, ensuring smooth playback, responsive design and easy content management.