As some clients (especially newer ones to the platform) can be quite confused/don't understand how to properly manage their contracts, we’ve created a Client Toolkit macro that consists of resources that agents can provide to clients to better ensure that they find success on Upwork.
The resources from the Client Toolkit can be added to other macros (when a client reaches out with an issue and we notice they are confused about how Upwork works), but can also be used as a standalone macro.
Macro consists of:
- Get Started as a Client - The basics on how to hire and get work done on Upwork
- Free online course - Training videos to help walk you through using Upwork to find and engage a great freelancer
- Hourly vs. Fixed-Price Contract Differences- Learn more about the types of contracts you and your freelancer can have
- Pay for hourly jobs and Pay for fixed-price jobs- Find out how payments work on Upwork
- Upwork Payment Protection - Read about the valuable perk of payment protection we offer clients like you
If a client contacts CS about a concern with a freelancer or general information about what would happen if their freelancer does not act appropriately, these scripts can be used as needed.
If client mentions specific concerns:
Based on your concerns, you may want to place your contract on hold to avoid further billing until you are comfortable with the progress being made by your freelancer.
For details on how to pause an hourly contract, please click here.
If they don’t mention specific concerns, just want general “what if?” info:
If at any point you have any concerns, you may want to place your contract on hold to avoid further billing until you are comfortable with the progress being made by your freelancer. For details on how to pause an hourly contract, please click here.
For more detailed steps on how to handle clients reporting issues with their contracts, please refer to internal KB: Client Contract Issues Best Practices and view the “Client Contract Issues Best Practices” section.