Respond to or report feedback from your client

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

You have the opportunity to respond to any feedback comment to offer clarification or rebuttal. This way, both the client's feedback and your response will be visible to all future clients looking at your history.

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.

To respond

  1. Go to My JobsAll Contracts
  2. Select the title of the contract
  3. Go to Details to view feedback
  4. In the feedback pane, choose Respond to this feedback

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.

If the issue can’t be resolved with the client 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 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

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