There are cases where it’s necessary to adjust the freelancer service fees as well as relationship values within the system. Requests from EPS to adjust for BYO reasons can be processed without further review. EPS will ensure that necessary BYO flags are in place prior to contract adjustment. For all other adjustment requests, please see your TL.
This is necessary if we want to adjust the full relationship with a CL and FL to impact the freelancer service fee for any future contracts. We also need to adjust the FL service fee on any current contract as the relationship adjustment doesn’t update any active contracts.
*For Marketplace Contracts only. Relationships cannot be adjusted for ENT or LEG
- Go to https://int.upwork.com/obo/relationships
- Enter the Vendor (FL Rec ID)
- Enter the Client (CL Company Rec ID)
- Search
- Go to Override Service Fee tab
- Enter Reason, the service fee should auto-adjust based on the reason
- Enter CSS Note with proper format
- Select Tag Category: Important Note
- Override Service Fee
*If an ENT contract, first confirm that any changes to the relationship have been completed prior to adjusting the contract.
- Go to Assignments in OBO and enter the contract ID in the Assignment field and click Search
- Click Update Service Fee tab
- Enter the reason
- The new service fee can be populated manually OR will populate based on the Reason
- Enter the CSS Note using proper format then click the Update button
*** Changes made will take effect in the selected assignment only. Future assignments will revert to the original service fee reason and fee if you have not yet adjusted the Relationship.
*** When using reason TSF, a fee rate will not populate until the action is executed. The fee will be automatically set according to the total lifetime earnings with the CL.
When time has been logged on a contract, it may be necessary to return overpayment on fees to the freelancer. When fees are returned, we will process an AE Adjustment. Please add these requests to the escalation sheet for processing. You will need to calculate the amount for the adjustment and will provide a CSS note in the following format.
[ACTION] Freelancer AE adjustment
[DEPARTMENT] Premium
[CAUSE] relationship/contract was adjusted for Bring Your Own Freelancer
[CLIENT USERNAME] OBO link
[AMOUNT] dollar amount
[RELATED ACCOUNTING ENTITY] OBO link
[CONTRACT ID] OBO link
[TICKET] Ticket Link
What is Promo Offset?
Use this to adjust a relationship in cases where a client has created a new company and we are granting an exception for the FL to maintain their current service fee with the new company.
What is Override Service Fee?
Use this in cases where the service fee was improperly applied at the beginning of a CL/FL relationship. For example, the FL is considered BYO but the service fee is showing as Tiered and the FL has already started earning with that client.
Can service fees be adjusted at the request of a freelancer?
No, the request must come from a client or an internal user on behalf of a client.
Can ENT, LEG or PTC fees be adjusted?
No, we do not have the ability to negotiate the already negotiated freelancer service fee of those engaged under an Enterprise or PTC contract.
Can freelancer service fees be adjusted when a client creates a new company account and moves the freelancer’s contract?
Only if the new company is created under the existing login. If a new account was created due to extreme circumstances, please see your TL or Charlene before promising or making any adjustments.