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Lawless feedback policies?

isuzdal
Active Member
Ilya S Member Since: Jan 24, 2018
1 of 22

I've had a client in the past who has set unreasonable expectations, and of course I was unable to fit all of their expectations.

 

They've left me a decent review on a previous contract, but now I see that it has been removed? How is it possible that they can remove a feedback they've left earlier without my consent? This seems to be illegal since they should contact me first to enable editing the feedback.

 

Another contract with the same client has been ended, and somehow they were able to leave me a negative feedback after the 14 days window has passed. How in the world is that possible??? I've delivered documentation that I haven't been paid for, and now they leave me a negative feedback after the review window has passed???

 

Upwork policies seem to be lawless, after making over $60k on Upwork, this is how you treat your freelancers? You're not gonna see me work through Upwork anymore for sure.

nidhishipra
Active Member
Shipra N Member Since: Dec 4, 2017
2 of 22
This is one if the issue that Upwork hasnt been able to resolve. Its highly biassed and solely client based.
tlsanders
Community Guru
Tiffany S Member Since: Jan 15, 2016
3 of 22

@shipra N wrote:
This is one if the issue that Upwork hasnt been able to resolve. Its highly biassed and solely client based.

 You will find a great many successful freelancers here who disagree with that assessment--and a great may unsuccessful clients who voice this same complaint except that they say everything is slanted to the freelancer.

bobafett999
Community Guru
Prashant P Member Since: Sep 29, 2015
BEST ANSWER
4 of 22

@Tiffany S wrote:

@shipra N wrote:
This is one if the issue that Upwork hasnt been able to resolve. (2) Its highly biassed and solely client based.

 (1) You will find a great many successful freelancers here who disagree with that assessment--


 Tiffany:

(1) Yes, that might be very true.  There is also a possibility that they may not want to publicly criticize the hand that feeds them.

 

(2) If you were to objectively look at the payment policies, buyers threatening the freelancers, and freelancers being penalized for situations beyond their control you would have to conclude that some bias does exist.

 

Since there are too many freelancers and very few buyers Upwork has no motivation to invest time and effort to revise their matrix that may be fair to freelancers.  They have zero interest to determine if the feedback was fair or just a way to get back at freelancer by buyer becasue the freelancers would not agree to lower their negotiated rates or refused to work on ever changing goal posts. 

 

Yes there are very many freelancers, but they are humans - not vending machines.  Many of them depend on this income.  When they see their public profile go down down due to no fault of their own or not getting paid or work at a lower rate then what was agreed or had to compromise because the buyer was waving the feedback stick  they are hurt, feel their livelyhood is threatened and feel that Upwork has no safegurads to stop the exploitation.  

 

Yes they can come here rant  but that is like pissing in dark pants.  It give them warm feeling, but no one notices it.

View solution in original post

tlsanders
Community Guru
Tiffany S Member Since: Jan 15, 2016
5 of 22

Prashant, this is actually something I've given a fair amount of thought to, since it's raised here so often (and, I'm sure you've noticed that I'm game to bite pretty much any hand I think warrants it). I have honestly identified only one area in which I believe the Upwork system to be unfair to freelancers, and that is the automatic return of disputed funds in escrow unless the freelancer pays to initiate arbitration.

 

I may be in the minority in this, but I think it would be catastrophic and also a serious overreach for Upwork (or any other platform) to get into the business of second-guessing whether feedback was "fair". That's simply not how customer rating systems work, nor should it be.

bobafett999
Community Guru
Prashant P Member Since: Sep 29, 2015
6 of 22

Tiffany S wrote: That's simply not how customer rating systems work, nor should it be.

 I disagree.  The customer rating systems - the way Upwork has adopted is based on 'stuff' people buy.  Here we are not talking about poor work.  Here we are talking about freelancers at the mercy of buyers who purposely use that to harm a freelancer becasue they could not sqeeze them enough.

 

Again, my assertion that Upwork does not want to invest time and money to develop a matrix that is fair to a freelancer is not entirely wrong.  Actually, developing this matrix might be easier than developing a system not to automatically return the escrow funds.  By keeping the $300 limit they know that most $5/hr people would not go that route.  Buyers become happy that they got their money (and many times the work product too).

 

I believe Upwork counts closed contracts in calculating the strange animal called JSS (I admit that I might be wrong on this).  Why?

isuzdal
Active Member
Ilya S Member Since: Jan 24, 2018
7 of 22

Prashant P

 

I totally agree. People should not be rated on a "star" system, we're not a good/bad product. In my case the client was forcing me to work for free, threatening to leave a negative review if I don't comply. Which I did, and they still left me a one start feedback.

browersr
Community Guru
Scott B Member Since: Nov 20, 2015
8 of 22

The issue is one that exists far and wide and is certainly not specific to UW. Where you have a business (freelancer) and a customer (client) you have a situation where the former needs the latter much more. The situation exists on Yelp, Amazon, eBay, etc. The reality is that a system at scale cannot send investigators every time someone believes they received a dishonest review. Obviously there are extremes such as name calling that can and would be dealt with. Otherwise this is the system we buy into when deciding to be a business (freelancer). 

 

What we do have is the ability to respond to a review (be extremely careful with this power). If you are Top Rated you also have the ability to have a review removed within certain constraints. Also, much like a product on Amazon or a seller on eBay, you hope the preponderance of reviews will tell your real story.

 

No one should like to receive a bad review let alone when you know it to be unfair. It would certainly eat away at me even with all other reviews being fantastic. However, there are certain realities you have to be able to live with if you want to do this kind of work. You are dealing with humans who all have their own motivations and quirks. It doesn't always work out. In the end you simply cannot legislate everything. Tilting at windmills won't help you. Find a way to deal with this reality or find something else less prone to public criticism. 

tlsanders
Community Guru
Tiffany S Member Since: Jan 15, 2016
9 of 22

Ilya, a client who is attempting to force you to work for free will be suspended, and hence not in a position to leave feedback. Your mistake was in failing to report that situation to Upwork while it was happening.

isuzdal
Active Member
Ilya S Member Since: Jan 24, 2018
10 of 22

> Ilya, a client who is attempting to force you to work for free will be suspended, and hence not in a position to leave feedback.

Thank you, can I please get a link to this policy?

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