How to file a dispute when your client doesn't pay a milestone

When can I file a dispute if a client doesn't release a milestone payment?

We always recommend trying to work things out with your client first — it’s often the easiest and fastest way to move forward. If you can’t reach an agreement, Upwork Fixed-Price Protection lets you file disputes under two circumstances:
 

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  • Ended Contract — A client ends the job with a deposited balance and requests a refund. (In this case, the refund request applies to the remaining deposit, not to any funds you’ve already been paid)
  • Active Contract — You submitted work for a contract or milestone, but the client hasn't released the payment

Important! You have seven calendar days to review the payment details and submit a fixed-price dispute. If you do not submit a dispute within seven days, any remaining funds will be refunded back to the client.

How do I file a dispute on an ended fixed-price contract?

When the client ends a contract and pays less than the funded milestone, you'll get a notification to respond to a refund request. You can also find the refund request by going to Deliver work > Contract history. From there:
 

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   1. Find the contract and select See Request
   2. Choose the Dispute option
   3. You’ll first be directed to the feedback page. Leaving feedback for your client is required to file a dispute and is part of the information we’ll review
   4. After you leave feedback, you’ll be directed to another page to provide more details. Describe the relevant milestone agreements, how you met requirements, and attach any documents that support your dispute. Important: This is your chance to provide all the necessary information and documents. You won’t be able to edit or add details after submitting your dispute
   5. Enter the payment you wish to review for the unreleased milestone
   6. Select Submit Dispute

Here's what happens next:

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   1. The client will be notified and has five calendar days to respond.
   2. If they accept, you get the funds you requested
   3. If they don’t respond in five days, the funds you requested will be released to you
   4. If they decline, an agent will step in to review the dispute details provided by both parties and provide a non-binding resolution (typically within two days)

How do I file a dispute on an active fixed-price contract?

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   1. Ask your client to end the contract and release payment. The client must be the one to end the contract in this case. (Client refusing? Skip to step three)
   2. When the client ends a contract with pending funds, you'll get a notification to respond to a refund request. Then, you can use the steps above to file a dispute
   3. If the client won’t end the contract or release payment, we’re here to help. Reach out to our Support team and share any information that shows the work is complete and payment is due. Be as detailed as possible — this helps our mediation specialists understand your case and determine next steps

What is Upwork’s non-binding resolution in a dispute?

A non-binding resolution is a recommendation made by an Upwork mediation specialist after reviewing both sides of a dispute. It's called non-binding because:
 

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  • Neither you nor your client is legally required to accept it
  • It’s not a legal judgment — just a suggested agreement

When you and the client receive the non-binding resolution, you each have two calendar days to accept or reject it.
 

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  • If you both accept, we will move funds accordingly
  • If you or the client doesn’t respond within two days or one party declines the non-binding resolution, you will receive a Notice of Non-Resolution. The final option – should you choose to pursue it – is to purchase a binding arbitration service (meaning the decision of the arbitrator will be final) from our arbitration provider service. Learn more about arbitration

Where can I see the disputes I've filed?

Once a dispute is submitted, you may review or update the request by following these steps:

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   1. Go to Deliver work > Contract history
   2. Find the contract and select See Dispute

You can also access dispute information from your notifications.