Ideally, feedback helps both clients and freelancers identify their strengths and areas that might need improvement, as well as helping other users in the marketplace learn more about your history on the platform.
We encourage everyone to be honest but also fair and considerate, and usually this goes smoothly. However, if you do have a problem with the feedback you receive, you have two options:
- Respond – Post a response that will be visible next to the feedback from the freelancer. You must respond within 28 days of the contract ending
- Report — Only available where the feedback system is being manipulated or misused. In the majority of cases, it isn't possible to remove feedback
Respond to feedback on a contract
You have the opportunity to respond to any feedback comment. Your response will be visible only to the freelancer and not to anyone looking at your history. You may only post one response to feedback, and once you submit the response, you can’t edit it. When writing your response, we recommend focusing on the facts and carefully considering your tone and language.
To respond
- Go to Talent > Your Hires
- Choose the title of the relevant contract
- In the Terms & Settings section, choose Respond
Once you submit your response, you can't edit it.
Report feedback on a contract
Feedback represents someone’s opinion, and because of this, we can't edit it or make determinations about its accuracy. If you address the concern raised by your freelancer and they’d like to correct their feedback, you can enable changes from within the contract.
If the issue can’t be resolved with the freelancer and you feel feedback should be removed due to one of the reasons below, please contact Upwork Support. Include a detailed description of the issue and any documentation you have.
Violations that may warrant feedback removal:
- Manipulation of the feedback system: This includes bribing, pressuring or extorting another customer to get a specific feedback outcome; buying or selling feedback; and creating fake contracts. Examples include offering or withholding something of value to elicit a specific feedback outcome or threatening negative feedback to gain something of value
- Inappropriate feedback: This includes posting feedback that contains abusive or offensive language
- Irrelevant feedback: This includes posting feedback that is completely unrelated to the contract
Other reasons we may remove feedback
- Where we believe there may be insider feedback or a conflict of interest (for instance if the client and freelancer accounts are closely connected)
- If someone asks us to remove feedback they’ve posted for another person. Feedback can be removed but not edited
- Feedback was left by a customer who is involved in confirmed fraud
