Paid for a 3-day software project, but after 9 days it was still incomplete and support did not resolve it
I am a customer from Brazil, and I am posting this review because the support provided for my case has not resulted in a solution. I hired a freelancer through Workana for a custom WooCommerce-to-Shopify integration project. The agreed delivery deadline was 3 days, as documented in the Workana project chat. I paid BRL 1,800.00 and released the payment believing the project had been completed. However, after real-world testing, serious technical problems became apparent and the system could not be used as intended. The issues included incorrect handling of WooCommerce product IDs in Shopify orders, inability to correctly identify a real purchase, missing information on the server, and problems with the agreed intermediary-domain workflow. The freelancer later acknowledged that there were still problems and stated: “I will check what is still pending and resolve it.” This confirms that the project was not fully completed. The freelancer stopped responding from Friday until July 20, 2026, at approximately 7:07 PM. He only resumed contact after I informed him that I intended to dispute the payment and after I formally documented the issue in the Workana project chat. By that point, 9 days had passed on a project that was supposed to be completed within 3 days, and I still had an incomplete and non-functional system. I also contacted Workana Support, followed their instructions, submitted screenshots and evidence, and requested cancellation and a full refund. My Workana support ticket is #1746037. Despite all the evidence submitted, Workana did not provide an effective solution. Their position was that because the payment had already been released, their options were limited, and they suggested that I continue working with the freelancer. I do not consider this acceptable. I released the payment believing the project was completed. The serious defects only became clear after testing, and the freelancer’s own later statements confirmed that work was still pending. I have therefore already initiated a consumer complaint in Brazil against Workana Serviços de Internet Brasil Ltda., CNPJ 20.696.786/0001-30. The matter is now being handled through PROCON, a Brazilian consumer-protection authority used to mediate disputes between consumers and companies. The complaint is already active, and I am waiting for Workana to provide an official response and solution. I also paid for the service using a U.S.-issued card through Mercury and have initiated a payment dispute. I am preserving all communications, screenshots, payment records, project-chat messages and support correspondence as evidence. If this matter cannot be resolved through PROCON, the payment dispute, or Workana’s support process, I will evaluate the appropriate legal remedies available to me in Brazil and, where applicable, in the United States. I am not asking for additional development or corrections. I am requesting cancellation of the project and a full refund of BRL 1,800.00.