Learn what payment disputes on Upwork are, how to respond, timelines, and what happens after a non-binding resolution in fixed-price contracts.
In this article
- What is a dispute on Upwork?
- My freelancer filed a payment dispute. What should I do?
- How long do I have to reply to a payment dispute?
- What happens if Upwork provides a non-binding resolution?
What is a dispute on Upwork?
Most projects on Upwork go smoothly. But in the rare case something doesn’t go as planned, there are steps in place to help resolve it.
When a freelancer or agency submits work for a fixed-price milestone, you have 14 days to review and either approve the payment or request changes.
If you don't release the payment and your freelancer believes they should be paid, they can file a dispute. If a dispute is filed, we’ll notify you by email and give you the chance to respond and share your perspective.
Note:
A dispute can also be filed if you end a fixed-price contract before releasing the full amount held in escrow.
My freelancer filed a payment dispute. What should I do?
- Go to Manage work > Your contracts
- Find the contract and select See Dispute
If you approve the dispute
- We will release the funds that the freelancer requested. Once you select Yes I approve, we will move the funds between accounts.
If you decline the dispute
- Select a reason for declining the payment request
- Describe the relevant agreements, how they did/did not meet requirements, and attach any documents that may support your case. Be descriptive and thorough, including time and dates if possible. Important: This is your chance to provide all the necessary information and documents. You won’t be able to edit details after submission.
- Once you decline and submit all the relevant details, we will step in to review the dispute details provided by both parties and provide a non-binding resolution (typically within two days).
How long do I have to reply to a payment dispute?
If your freelancer files a dispute you must respond within five calendar days or we will release the funds to them.
What happens if Upwork provides a non-binding resolution?
When you and the freelancer receive the non-binding resolution, you each have two calendar days to accept or reject it.
- If you both accept, we will move funds accordingly
- If you or the freelancer doesn’t respond within two days or one party rejects the non-binding resolution, you will receive a Notice of Non-Resolution
The final option (should you choose to pursue it) is to proceed to binding arbitration (meaning the decision of the arbitrator will be final) by our neutral third-party arbitration provider.