Agency profile question

[#1]

Hi, I have a question. My client, who is under my agency, just ended their contract, and their feedback appeared on my agency member's profile rather than the agency profile. I thought it would be reflected on the agency profile. Can someone explain this process to me? In what instances does a client's feedback reflect on the agency profile? Also, I have another question. It's a bit annoying, but here it goes: I had hidden the rate that my client and I agreed upon from my member, and now that the contract has ended, why does the rate appear on my member's profile

[#2]

Hi Andreanica,

When a contract ends, feedback will usually show on the agency member’s profile because they are the ones who completed the work. Feedback only shows on the agency profile if the contract was owned by the agency, meaning the client hired the agency directly, not the individual freelancer.

As for the rate, even if you hide it during the contract, Upwork shows the rate on the freelancer's profile after the contract ends. Unfortunately, there’s no way to hide the rate once the contract is closed.

Best Regards,

[#3]

Hi, thanks for responding. What do you mean by saying the client hired the agency directly? If the client hired the agency directly, who is responsible for completing the task—the agency owner or an agency member? This is an honest question. I have an agency, but I still need to learn a lot about how these things work. I was initially anxious about hiring a freelancer under my agency and assigning them to my client because I was worried that if they messed up, the bad rating would reflect on my freelancer account or my agency account. I feel relieved knowing that this is not how it works.

Could you clarify what you mean by the client hiring the agency directly and who is responsible for working on the contract? Can the agency assign the contract or task to an agency member(Hourly contracts with tracker)?

[#4]

Hi Andreanica,

If the freelancer or agency member was hired through the agency and not directly, it should show on both the agency and freelancer accounts. Can you please share the contract ID you're referring to so I can check?

[#5 · Accepted solution]

Hi Joanne, thanks! The feedback is now showing on my agency profile. It was probably just late.

[#6]

Hi Andreanica,

I’m happy to explain more!

When I say “the client hired the agency directly,” it means the client worked with the agency as a whole, not with one freelancer in the agency. In this case, the agency owns the contract, and the feedback will show on the agency’s profile. Even though the work is done by a freelancer from the agency, the feedback will go to the agency because they hired the agency, not an individual.

If the client hires an individual freelancer in your agency, then the freelancer owns the contract, and the feedback will show on the freelancer’s profile.

As for your concern about ratings: If the freelancer makes a mistake, the bad rating will only show on their profile, not on your personal or agency profile—unless the contract was owned by the agency. This helps protect your agency from bad feedback unless it’s an agency-level contract.

I hope this makes sense! Let me know if you have more questions.

[#7]

Hi Arslan, I'm not sure about the difference. Is there an option for clients to hire the agency directly? Who is responsible for the task—is it the agency owner? If the client hires the agency directly, can the owner assign the contract to her members? What I did before was provide a client with the Upwork profile link of a member who is exclusive to my agency, so the client could hire my agency member. Is that what you mean?

[#8]

Hi Andreanica,

Thank you for your question! Let me clarify each part for you.

Yes, there is an option for clients to hire the agency directly on Upwork. When this happens, the contract is set up under the agency’s name, and feedback will appear on the agency profile. In this case, the client isn’t hiring an individual freelancer, but rather your agency as a whole.

When the client hires the agency directly, you, as the agency owner, are responsible for managing the contract. However, you can absolutely assign the task to any of your agency members. The work will be completed by a team member, but the client’s feedback will still reflect on the agency’s profile because the agency owns the contract.

Now, regarding the situation where you provided the Upwork profile link of an exclusive team member: when the client hired that specific freelancer, the contract was set up in the freelancer’s name, and feedback went to the freelancer’s profile, not the agency's. This happens because, even though the freelancer is exclusive to your agency, when they are hired directly, the contract belongs to them as an individual.

Additionally, even if the client was working through your agency, the feedback will go to the freelancer’s profile if the contract was in the freelancer’s name. This is common on Upwork because when a client hires an individual freelancer, the system defaults the contract and feedback to the freelancer, even if they’re exclusive to your agency. For feedback to reflect on the agency profile, the contract must be set up under the agency’s name.

So yes, that’s what I meant: for feedback to reflect on the agency profile, the client needs to hire the agency directly. When they hire a freelancer directly through their profile (even if they are exclusive to your agency), the contract and feedback will go to the freelancer’s profile.

I hope this clears up your questions! Let me know if you need any further clarification.

Best regards,
Arslan

[#9]

Contracts are always attached to individuals within an agency unless something has recently changed.

[#10]

Normally it will show on the agency member and agency profile if member is in the agency. 

[#11]

Hi Adam,

You are correct that feedback can show on both the agency member’s and the agency’s profile, but this happens only when the contract is directly associated with the agency. If the client hires the freelancer through the agency, then the feedback is visible on both profiles. However, if the client hired the freelancer directly under their individual account, even if they are part of the agency, the feedback would only show on the freelancer's profile.

Best Regards,

Arslan K.

WordPress & Web Developer | Tech Support Expert

[#12]

Dear Andreanica,

Take my greeting. I'm a shopify store designer and dropshipping expert and can do Product listening,Product searching, shopify VA,  can solve all other problems as per client's requirement. if you are looking for shopify developer, can hire me for long and short term.

I have other skills about marketing

Shopify narketing

Facebook marketing

Tiktok Marketing

I love to work and want to work. Would yopu like to give me chance to work with you?

Thanks and regards

Barek Gazi

Upwork Profile

https://www.upwork.com/freelancers/~01551eba88494f57fe