**EE: Response Handling Process for Lookie Loo Suspensions

Exclusions:

• New users - those registered in or inactive until the past 90 days
• Users with truly active contracts at the time of actioning

Appeals:

• Users who have had a lifetime earn of over $1,000 have the right to appeal
• Client appeals on the FL’s behalf will be reversed IF
• Users who should have been excluded (but were missed) will be reversed if they choose to appeal, baring no other violations are found on the account
  • MC shows that there is a contract the client wishes to have with the FL, and
  • No other violations are found

If you receive outreach from a user who is part of the Lookie Loo program, review the account to identify if the user matches any of the appeal criteria.

If the User Matches Appeal Criteria::

• If the escalation comes from EE/Legal or an Internal Escalation/ticket:
  • i. Email : circumvention@upwork.com
  •  Cc: Charlene and Katt
• Include in the subject “Lookie Loo Appeal - {UID}”.
  • If a ticket has been created, please provide the number.
  • Include in the escalation any details that lend to greater suspicions or false positives.
• Create a War Room including Daryl, Charlene and Katt
  • name the room:
    • If it is an Internal Escalation
      • a. “Internal Escalations-Lookie Loo Appeal -{UID}”
      • b. add Daryl, Charlene and Katt
    • If it is an EE/Legal
      • a. “EE/Legal Lookie Loo Appeal -{UID}”
      • b. Add the link to the Summary as the topic
• The CIRC Team will review the request in line with the program criteria. Daryl Sando, CIRC TL will make all final decisions with an SLA of 4 hours.
  • Note, there are a series of data points that are collected to identify the users who are actioned. These data points show whether the user meets the program criteria and provide other insights into their behavior. Only the analyst and TL involved have access to this data, thus why final decisions are made by the CIRC TL.

If the User Does Not Meet the Appeal Criteria:

• EE will handle communications with escalated cases.
• i. Reply with standard “Appeal Denied” messaging and close the ticket
• ii. Sample response:

I am writing to let you know that we have carefully reviewed your appeal and determined that your Upwork account will remain suspended.

We know this is not the news you wanted to receive, however at this point the appeal process is exhausted and our decision is final.

We wish you the best of luck in your future endeavors.