Respond to or report feedback from your client

This article explains how freelancers can respond to or report client feedback on Upwork. While responses allow you to clarify or address concerns professionally, reporting is reserved for cases of feedback manipulation or violations of Upwork’s Terms of Service, with strict criteria and a one-time submission limit for removal requests. - AI helped create this summary

Feedback is important for you and your business. If you have a problem with some feedback that you received, you have two options.

1. Respond — Post a response that will be visible next to the feedback from the client. You must respond within 28 days of the contract ending
2. Report — This is 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

1. Go to Contract history and select the title of the contract
2. Select the Contract details tab to view feedback
3. In the feedback pane, choose Respond to this feedback

When writing your response, we recommend focusing on the facts and carefully considering your tone and language. A thoughtful, professional response to criticism can help build your brand as someone who is responsive to your clients’ needs and concerns even when you disagree or when things don’t go well.

You may only post one response to a particular piece of feedback and once the response is submitted, it can't be edited. A response can take up to 24 hours to show on your profile.

Report Feedback

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 client and they’d like to correct their feedback, you can enable changes from within the contract.

In rare cases, we may be able to remove the feedback if you report it to us and we find that if violates our Terms of Service.

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 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)
• Feedback was left by a customer who is involved in confirmed fraud

How to report feedback violations to us for possible removal

1. Go to your Job Success insights page
2. Find the job with the feedback you’d like removed and select the circle icon with three dots inside (it will be beside the job title)
3. Select “Report feedback.” Be sure to include detailed information about why the feedback should be removed and any documentation you have. Once we have the chance to review your request, we will let you know if it can be removed. Please allow seven business days for a decision.  Important: A piece of feedback can only be reported once.