Agents should not proactively offer to Edit / Remove Feedback. If this is requested per the user, then follow these steps.
If removal request from Top Rated FL/Agency - see **Top Rated Freelancer and Agency Program > Top Rated Freelancer Feedback Removal tab
Enable Feedback (Self-Service Feature) (to suggest if we cannot edit feedback for them per the below map steps) - A user who receives feedback can enable the other party to make a change 1 time only which allows the other party 14 days to edit their feedback. A Team Lead or Senior agent is also able to enable additional feedback changes, if necessary or needed.
- If CL wants to edit feedback given to FL - CL to request FL to follow these steps
- If FL wants to edit feedback given to CL - FL to request CL to follow these steps
- If a CL/FL wants the other party to edit what was given to them - they need to enable feedback on their end (using same KB pages) to allow the other party to make any changes
CS Agent Edit / Remove Feedback Process
For the editing/removal of end of contract feedback - A FL/CL has 14 days from the day the contract closes to leave feedback. They cannot edit the response once submitted (unless the other party opens it up for them as mentioned above).
For the editing/removal of mid-contract feedback - A CL has 14 days from the day the FL requests to leave mid-contract feedback is received. The CL cannot edit the response once submitted. After the 14 day mark, the request expires, but the FL can request again if eligibility criteria is still met. Feedback can be initiated by the CL, as well (if 30 days passed since contract start, there was a payment in the past 30 days, AND if feedback wasn’t already provided in last 30 days). They cannot edit the response once submitted.
For the editing/removal of feedback responses - A FL/CL has 28 days from the day the contract closes to leave a response on feedback received. They cannot edit the response once submitted. After the 28 day mark, they are no longer able to leave a response.
Feedback can be removed by CS in the following situations (if a user’s situation is not on this list and they are insisting for removal or it’s a unique situation, see a TL for possible approval) -
- Only public feedback can be removed
- CL request due to a TR FL having the CL’s feedback removed. To check if a CL's FL used a TR perk, please refer to the CSS Notes in the FL's account
- Comments contain language that is profane, vulgar, racist or adult-oriented
- Feedback was left by a user who is in violation of Upwork policy or involved in confirmed fraud
- Negative feedback was left that was intended for another User (only when the user responsible for the feedback error contacts support and places the same feedback for the appropriate user)
- Feedback makes any reference to actions taken or purported to be taken by Upwork or any law enforcement organization
- A refund has been promised in exchange for good feedback, but not delivered once feedback was given (proof required)
- If the person who left feedback requests that their comments/rating be removed since feedback is an opinion based on their experience, if they feel the feedback is no longer accurate it can be removed - but not changed
What to do if a user says that they received unfair feedback? Do we investigate it? Do we ever change?
We don't typically investigate, but there are always extreme circumstances that warrant review and possible change. If the feedback violates a policy, however, and includes any offensive comment and direct contact details, we will omit them.
What is the process for handling feedback blackmail complaints?
The cases should be escalated to the CE Team.
What to do when a user asks us to add feedback, after 14 day period has ended?
Upwork cannot manually add feedback for a user. The receiving party can enable a feedback change at anytime if a user needs to add feedback after the 14 period ends. If the receiving party does not, the feedback can not be added.
Can I change "private feedback" that has already been given in the contract?
No. Private feedback can't be changed or edited.