IMPORTANT
CE has a 48 hour SLA when responding to tickets from customers. If a customer reaches out within 48 hours, please let them know the SLA and avoid pinging #ask-ce. Only if the case is an urgent/escalated case should we ping CE about a specific issue they already have in ZD.
Concern |
Process Path |
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Trouble w. New Freelancer Profile Being Accepted
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If profile rejected: see **Freelancer C&E Suspensions & Rejections and check out the Low Quality Profile drop-down |
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User with Duplicate Logins / Accounts
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Only ONE login/account (username & password) per user is allowed; ONE user can have multiple CL profiles, a FL profile, & be an agency owner on an agency profile under ONE account/login (if NEAC, they may be a part of multiple agencies under their one account/login) See User with Duplicate Logins / Accounts drop-down IF:
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| Report of Feedback that Violates Terms of Service | If user reports another party gave them feedback that violates our ToS, see **Edit or Remove Feedback |
| Request to Close CE Suspended Account | Assign ticket to Content Engagement Tier II to have the account closed. |
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Report of Possible Job Scam
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Recommend user click on “Flag as inappropriate” link to the right of the job description as this will alert CE automatically. If user unable to find/click link on job post: see **Possible Job Scams |
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Hateful / Offensive Language & Threats of Violence
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Although we expect users to remain professional, we cannot reprimand a user for using adult language. If another user or agent is uncomfortable with language of someone on the platform: see **Hateful / Offensive Speech & Threats of Violence |
| Video Verification Requests or Concerns | Assign tickets to Video_Verification_TS425 (ZD group). For more info, see **Freelancer Profile Verification |
| Coercion & Retaliation | Re-assign ticket to Content_Engagement_Tier_1_TS425 |
User with Duplicate Logins / Accounts
CL requests multiple CL logins / accounts:
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- Assign ticket to Content_Engagement_Tier_1_TS425 for review with account details and reason for wanting separate login info
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If CE approves the multiple accounts, along with letting the client know they are all set, ensure to add proper notes in ALL the known accounts for the CL cross-referencing these accounts as follows:
[ACTION] Approval for CL multiple accounts per CE
[DEPARTMENT] CS
[NOTE] Known account associated with this client are INSERT UIDS OF CL ACCOUNTS
[TICKET #] ADD IN ZD URL
User reporting another user of duplicate accounts/logins:
- Assign ticket to Content_Engagement_Tier_1_TS425 for review with user ID’s/names on accounts
User reaching out has duplicate logins / accounts:
- Educate the user - Users should only have ONE Upwork account. If a user would like to have both a FL and CL account, explain this can be done within the existing account; user can go to Settings > Scroll to bottom of page and click Create a Company > Create an Agency or Create a Client Account
- Explain to close other accounts - Let user know they can close all additional accounts ( internal link for closing accounts here) so they only have the ONE account after they decide which one they want to keep. If a CL or agency account they want to close, but have contracts they want transferred over, see **Transfer Company or Agency Ownership
- Assign ticket to Content Engagement Tier I with user ID’s/names on accounts explaining we came across an account with duplicate logins, but did educate the user on closing others and we wanted to send their way for review, just in case next steps didn’t occur
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A duplicate account is suspended:
These cases will be reported to the suspended team instead of CE (unless of course CE made the suspension). Please send the ticket to the suspending team for review with detailed internal notes e.g. customer created duplicate account (insert account link), but their original account (insert account link) is here with a (insert suspension type) suspension. Can you please review the account for possibly reinstatement and/or block duplicate account?