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Is the contract paused or suspended?

hajvanho
Ace Contributor
Nikola R Member Since: Sep 13, 2017
1 of 24

Hello to you all! Smiley Happy

I have a contract that is shown as:

- "Paused" in the "My Jobs" tab with the following text - "This contract has been placed on hold"
- "Contract suspended" in the "Contracts/Contract Details" tab with the small explanation "Upwork is investigating an issue. Please do not resume work with this client until the contract is active again."

It has that status for almost a month and a half now [Initial topic here - Client does not want to end the contract/Keeps asking for free work ]

By reading various posts here, I found out that if it is "Suspended" then it does not count towards JSS, but if it is "Paused" then it will affect JSS if I end it on my own [And have a bunch of contracts with the similar story..].

I am now wondering if this contract is Paused or Suspended?

 

The reason why I am sort of worried is that I have one more contract [ Oh, the joy... - Upwork mobile application compressing images? ] that I will mostly like have to end on my own, so I am not sure how good will it be to end two contracts, one after another?

kochubei_valeria
Community Manager
Valeria K Community Manager Member Since: Mar 6, 2014
2 of 24

Hi Nikola.

 

If it says "Suspended" on the contract page under "Contract Details," it means that due to issues with the client's account or payment method the contract had to be put on hold and the freelancer shouldn't do any work on it until they are resolved.

 

You can message the client and ask them to resolve the issues with their account if they'd like to continue using the contract. If you don't hear back from them after a while, you can close the contract yourself.

~ Valeria
Upwork
hajvanho
Ace Contributor
Nikola R Member Since: Sep 13, 2017
3 of 24

Hi Valeria.

 

Thank you for your comment.

 

My main concern is if there is any possibility that this specific contract could influence my Job Success Score if I end it on my own. As I already stated in the opening post, it seems that Upwork treats "Paused" and "Suspended" contracts differently when we are ending them on our own, is that statement true?

 

The job posting is from 14th of August. The job was completed on the same date, after what I waited 14 days for automated payment system + 10 days before reporting the issue. The client was not responding since then, so contacting him is definitely not an option.

kochubei_valeria
Community Manager
Valeria K Community Manager Member Since: Mar 6, 2014
4 of 24

Nikola,

 

Freelancer ending the contract has no effect on JSS. Contracts without feedback, however, can affect JSS negatively but only if there is a pattern of such contracts.

~ Valeria
Upwork
hajvanho
Ace Contributor
Nikola R Member Since: Sep 13, 2017
5 of 24

Valeria,

 

I do understand that contracts without feedback [A good amount of them] do influence JSS negatively.  What came to my knowledge is that Upwork will not count the contract towards this pool of "the contracts with negative JSS influence" if it is marked as "Suspended" and not "Paused".

 

Is that statement true and is this specific contract of such type?

kochubei_valeria
Community Manager
Valeria K Community Manager Member Since: Mar 6, 2014
6 of 24

Nikola,

 

That's not necessarily correct. There are different reasons why a contract may be suspended including a client's credit card being simply expired. If a client has been suspended for Terms of Service violations, then the client's feedback will not count against your score.

~ Valeria
Upwork
hajvanho
Ace Contributor
Nikola R Member Since: Sep 13, 2017
7 of 24

Valeria,

 

Thank you very much for your answer.

 

Now I am just wondering if I can somehow see if the specific client got suspended for ToS violation? Or if the client is suspended at all?

 

And if I personally can not see that, could you please check it?

aocumen
Moderator
Avery O Moderator Member Since: Nov 23, 2015
8 of 24

Hi Nikola, 


For privacy reasons, we cannot share more information about your client's account. We can, however, confirm that your client has an issue with his account, you may ask your client to to follow up on our notification in order to resolve the issue and resume their account and your contract.


~ Avery
Upwork
hajvanho
Ace Contributor
Nikola R Member Since: Sep 13, 2017
9 of 24

Hi Avery,

 

as I stated before, the client is unresponsive since the date when I reported the issue. It has been almost a month and a half now.

 

As Valeria stated:


If a client has been suspended for Terms of Service violations, then the client's feedback will not count against your score.

 The client was reported for violation of ToS. As you stated yourself, client's account now has an "issue".


On my part, the contract alone has these two statuses displayed:

- "Paused" in the "My Jobs" tab with the following text - "This contract has been placed on hold"
- "Contract suspended" in the "Contracts/Contract Details" tab with the small explanation "Upwork is investigating an issue. Please do not resume work with this client until the contract is active again."

What are your suggestions to minimize the impact on JSS?

petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
BEST ANSWER
10 of 24

@Nikola R wrote:

Hi Avery,

 

as I stated before, the client is unresponsive since the date when I reported the issue. It has been almost a month and a half now.

 

As Valeria stated:


What are your suggestions to minimize the impact on JSS?


 I would wait and see.

 

A month and a half is too early to worry.

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