I remember reading about a story of a dispute management failure by one freelancer working on upwork for past four years and having a great 5-star rating. That user claimed that he is a freelancer and a few months back worked on $300 project, and negotiated terms with the client to work on hourly basis. The client agreed, the project done and submitted even feedback received and after a month he received a message from the support team to return the money because that client is not happy, I was stunned to read that. Because that freelancer seemed so exploited, he said he never thought things like that could have happened and the sad story is that the upwork support team does not even care to talk to the freelancer, they just asked to return the money.