In this article
- What is a chargeback?
- What happens if I file a chargeback?
- How can I prevent disputes with freelancers?
What is a chargeback?
A chargeback happens when you contact your bank or credit card company to dispute a charge and request a reversal. The financial institution will typically investigate the claim, which includes reaching out to Upwork for additional details.
Some clients choose to file a chargeback if they feel the work delivered doesn’t match what was agreed upon. However, initiating a chargeback on Upwork is against our Terms of Service and can lead to account suspension.
If there’s an issue with a contract or a freelancer’s work, we recommend using our built-in resolution tools first — they’re designed to help both clients and freelancers resolve concerns fairly.
What happens if I file a chargeback?
Here’s what to expect if you submit a chargeback through your bank:
- We’ll respond to the bank. We’re required to share information about the contract and the work completed
- The bank makes the final decision. Once submitted, the outcome of a chargeback is decided by your financial institution — not Upwork
- Your Upwork account will be suspended. Because chargebacks go against our Terms of Service, filing one may result in loss of access to the platform
To avoid these risks, we strongly recommend using the platform’s built-in tools, such as requesting changes for fixed-price contracts or filing a formal dispute on an hourly contract.
How can I prevent issues with freelancers?
Many chargebacks can be avoided by setting clear expectations and maintaining strong communication throughout the project. Here are a few tips:
- Start with clarity. Use the contract terms to align on the scope, timeline, and deliverables upfront
- Stay engaged. Regular check-ins can help surface any misalignments early
- Give timely feedback. Let freelancers know if the work isn’t meeting your expectations so they have the opportunity to address concerns
- When in doubt, communicate. If something doesn’t feel right, talk with your freelancer or use Upwork’s support tools to request help