In general, CS will send reports of non response to CE if it's been 7 days without response. However, for escalation cases sent to EE, our goal is to handle the issue proactively in order to get the issue resolved quickly. In these cases, please follow the process below.
If a user reports another user for non-response and the escalation is sent to EE
1. Inform the reporter you will address the issue by contacting the other party on their behalf
2. Create a new ticket to contact the cl/fl
3. Inform the cl/fl their cl/fl has contacted Upwork due to nonresponse issues
a. Request the non responsive party to respond to the cl/fl via their Upwork MC
b. Give a 48 hr time frame in which to respond to the cl/fl as well as to your request
4. Monitor the user’s MC to ensure the issue is resolved
5. If the escalation is resolved proceed as normal with the handling of your ticket
If the non-responsive user does not respond within the allotted time frame
1. Respond to the user within the ticket you created
2. Inform the user their account has been placed on hold until a response is received
3. Within OBO suspend the user’s account:
a. Click on the wrench within the Identity section of the user’s OBO
b. Click on Suspend/Resume
c. Select Non-Response
d. Add the following CSS notes and click apply:
[ACTION] Account Suspension for a Non Response Escalation
[DEPARTMENT] EE
[CAUSE] Non response to CL/FL (UID) on contract #______
[NOTE] If user contacts support please send ticket to EE
[NEXT STEP] Once user responds to ticket # ________, EE will verify compliance and lift the suspension
[TICKET #]