**Client Marketplace Plan

Category: Recent Launches

Sub-Category: Client Marketplace Plan

Reactive agent messaging only - CL-facing: 

I’m a long time Elance/oDesk/Upwork client and have spent a lot on the site. Why are you making me pay more? I’m going to cancel my Upwork account!

Thank you for your loyalty. To continue helping you access talent quickly and safely, pay securely, and use up-to-date features for the changing world of work, we do have to keep investing in the platform. Our goal with giving all clients more features for a flat fee is to simplify your experience and provide more value. 

What updates have you made to Upwork since the last price adjustment? (What am I getting for my money?)

You can stay up to date with ongoing changes in the What’s New tab on the Help Home page or learn more here. Some features we’ve added in recent years include meeting scheduling, Loom video messaging, and Zoom access within messaging. We’ve also added more ways to work with talent, including Project Catalog projects and consultations, and a Virtual Talent Bench.

Why did you have to charge more to achieve this? Isn’t there another way?

We understand that some clients may pay more. To help you access talent quickly and safely, pay securely, and use up-to-date features for the changing world of work, we do have to keep investing in the platform. Our goals are to simplify the experience with one payment plan instead of tiered subscriptions, give more people the chance to access important features, and provide a better overall value for most clients.

You expect me to pay a 5% marketplace fee?! Upwork is too expensive!

Thank you for sharing your concern. To help you access talent quickly and safely, pay securely, and use up-to-date features for the changing world of work, we do have to put money back into the platform. Our goal is to have one flat fee instead of different client subscription plans. This will simplify your experience, give more people the chance to access important features, and provide a better overall value for clients.

Why should I stay on Upwork?

You can access talent quickly and safely, pay on a secure platform, and get up-to-date features for the changing world of work. 

You’ll also have access to features that can help you manage your projects more easily and efficiently, such as increased reports and team options.

I’m not a client but I have a Direct Contracts contract with a freelancer who uses Upwork - will my fees change?

No, the Direct Contracts fees remain the same. 

What are the Terms of Service for changing plans and payment structures?

You can find the related Terms of Service here.

CL-facing:

What plans can I choose from now? 

The Client Marketplace Plan combines the former Client Basic and Plus into one service plan for one flat fee. 

What Upwork products are subject to the new Marketplace fee?

The following are subject to the new marketplace fee:

• Traditional hourly and fixed-price contracts payments, including bonuses, BYO, expense payouts, and payroll on marketplace contracts.
• Project Catalog contracts

What are the benefits of the Client Marketplace Plan?

Many features that were only available on the Plus plan will now be available to everyone without a subscription, including:

• Being able to invite up to 30 freelancers to your job post
• Increased report options  — weekly summary, transactions, Work Diary, budgets, timesheet, time by freelancer, time by activity, and custom export
• Access to premium talent, including Rising Talent, Top Rated and Top Rated Plus talent.
• Coworker teams and advanced member permissions settings
• Activity codes for organizing work on hourly contracts
• Advanced freelancer search

Since you’ll only pay fees when you have contracts with freelancers or agencies, you’ll only be paying when you’re actively working on Upwork.

Will I be able to message talent directly with this plan, even if I’m not inviting them to a job?

All clients who meet eligibility requirements can message talent directly. Here’s how to qualify:

• Have a current verified billing method
• Spent over $1,000 in the past 12 months
• Have been on the platform more than 90 days
• Made a payment over 90 days ago  
• Account is in good standing (not on hold)

You can make up to 5 new connections via direct message per day.

What are the Client Marketplace fees?

For each transaction, you’ll pay a flat 5% fee. We also offer a discounted fee of 3% for eligible clients in the U.S. who pay using their checking account (ACH).  

Note: A small percentage of clients will continue to see the old Plus plan experience, with a $49 monthly fee and 3% processing fee, or will have access to the Basic plan, which has a flat 3% processing fee for all transactions but excludes many features.

How do I know what billing methods I can use?
To see which billing method options are available to you, visit your profile setting here. Note: Based on your location, your options may vary. Learn more about billing methods here.

For which transactions does the Marketplace fee apply?

The Marketplace fee applies to marketplace contracts including fixed-rate and hourly, catalog projects, BYO, bonus payouts, and expense payouts.

It does not apply to featured job payments, Enterprise services, or Direct Contracts, Enterprise and Direct Contracts have their own payment structures.

Reactive agent messaging only - FL-facing:

How will this change benefit me as a freelancer?

More clients will have access to features that can help them find and connect with you. Some of these features will also make it easier for clients to work with you. This could potentially increase opportunities for you.

Do my clients have to pay fees on bonuses?

Yes, the fee is per transaction.

Are you going to change the freelancer fee structure too?

No, we do not have any changes planned to the freelancer subscription tiers at this time. 

With the move from Basic and Plus plans (our legacy subscriptions), some CLs may express frustration in this move. While we must display empathy and utilize de-escalation tactics in handling each case, we've identified a set of clients that may be granted an exception in the event they do not respond to alternative solutions.

When handling these cases, you'll follow these steps:

1. Check OBO to determine if the client is eligible for ACH

a. If Yes -- Offer to help set them up ACH as their primary payment method, or encourage them to do so on their own if they elect not to accept immediate set up assistance.

b. If No -- See FAQ dropdown for talking points regarding the reason for increase and benefits of plan changes.

​2. If the client is still unhappy, offer to issue a one-time credit for Featured Job Posting

a. Apply a CS Credit in the amount of $29.99 and educate client on how to access/utilize funds

b. See KB titled **Client Satisfaction Credits​ ​for step by step instructions

3​. If the client is not satisfied with a credit for a Featured Job Posting, check to see if the client is eligible for an exception

a. Review the client's OBO account for the following CSS Note:

​

***​​Emerald Discount Rate Eligible***

This client qualifies for CMF-CS-CL-3.0 rate code discount if escalated. See **Client Marketplace Plan KB for handling

​b. If Yes -- Communicate that you will offer an exception to the client and forward the correct macro CS::CL Rate Discount Approval. See a TL for processing. This should be immediate once the TL processes.

c. If No -- Refer again to FAQ dropdown for relevant talking points. Reiterate the requirements to qualify for ACH, and consult with your TL for additional guidance.