Learn when and why Upwork removes feedback, including for violations like manipulation or abuse, and how to report client feedback for review in your account.
In this article
- When does Upwork remove feedback?
- How do I report feedback from my client to Upwork for review?
- Can I edit or remove identifying information from my feedback?
- Can I update my name or pronouns in past feedback after a gender transition?
- Can I remove my company name or business information from feedback?
- How do I request a change?
When does Upwork remove feedback?
Feedback represents someone’s opinion, and because of this, we can't edit it or make determinations about its accuracy in most cases. However, feedback that violates our Terms of Service will be removed. For example, if we find:
- 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
- Insider feedback: This is 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 on contracts with unapproved contract changes: This includes feedback left on a contract where a client revised the terms, you chose not to accept them and reported the client, and we determined the client’s behavior violated our Terms. See Expectations for Job Posts, Scope, and Payments for more information.
How do I report feedback from my client to Upwork for review?
- Go to your Job Success Insights page
- 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)
- 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.
Can I edit or remove identifying information from my feedback?
In most cases, feedback cannot be rewritten or substantively changed once it is posted. In limited situations, though, you can ask us to edit or redact identifying information, such as a name, pronoun, or business name, as long as the substance, sentiment, and rating of the original feedback stay the same. This applies to feedback that is about you.
Can I update my name or pronouns in past feedback after a gender transition?
Yes. If past feedback about you includes a former name, pronoun, or other gendered reference, you can ask us to update it. We understand the importance of respecting your identity, and we want your feedback to reflect who you are.
Can I remove my company name or business information from feedback?
Yes. If your name or other business-identifying information appears in public feedback and is causing a privacy or safety concern, such as spam or unwanted contact outside of Upwork, you can ask us to redact it. We will replace it with a neutral reference, such as [Client] or [Freelancer].
How do I request a change?
Contact us with the feedback you would like updated and the change you are requesting. We will review your request based on our policies and make the change if it aligns with them.