When we receive a BBB complaint, we generally have 10 business days to respond. In the body of the email you will see the due date for the response, pay close attention to this date. Rebuttal response times may be shorter so to always check the date in the email. Despite the longer SLA, we should always verify the due date and make every effort to have it completed within our standard SLA (1 hour to acknowledge, 24 to resolve). When a BBB Review is received, we have 5 calendar days to respond, so we need to be cognizant of weekends.
Acknowledgement Process:
If you are available announce you will take the issue in the EE Dash room. If you acknowledge receipt of a BBB, you own it.
How to acknowledge a BBB:
- Respond to the email by adding csescalationsteam@upwork.com and removing both the BBB address and consumer-complaints address from the reply.
- Once acknowledged, you own the complaint and resolution.
Creating the BBB Document:
- Review the BBB folder to see if a previous complaint from the user has been submitted. If so, please use the existing doc for a rebuttal of the original complaint.
a. If there is no previous complaint, make a copy of the BBB Template
b. Save a copy of the template to the BBB folder as noted below
c. Name the copy with the users First and Last name / userID
d. Copy a sharing link on the BBB Pending tab in the project tracker with edit privileges
How to complete a BBB:
1. Review all points fully regarding the issue. Review previous tickets, Message Centers, CSS notes, user’s history, Iovation, and reach out to CE/Payment Risk or other teams as needed for additional reviews.
2. Former BBB response verbiage have been approved by Legal; therefore, BBB responses with similar issues can be reused.
a. Look for a completed BBB with the same issue
b. You will likely have to change a few things on the response to make it relevant to the new case (i.e. dates, names, etc.), so be aware of what you copy and paste
3. Assign any Open or Pending tickets related to the issue to yourself and place On-Hold with the internal note, “EE is handling”.
4. If the user’s issues have not been resolved, you must resolve.
5. BBB responses are public, never discuss account information in your responses or specific violations. Keep it general and appropriate for a public audience
6. When relevant, include links to policies, help articles or the TOS in your response
Once the BBB response is complete:
- Add Aurora and Andrea to the doc for review.
- Upon approval from Aurora/ Andrea, submit the response directly through the BBB website (link is provided in original BBB email). Copy/paste “Upwork’s Response” to the BBB website in the section provided.
- Reply to the original email (only send to csescalationsteam@upwork.com again) saying our response to the complaint has been posted.
- Move your Pending information to the BBB Complete 2018 tab on the EE/BBB/Special Projects Tracker.
- Make sure any tickets you placed on hold for the user are solved or otherwise taken care of (i.e. reassigned back to original team)