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thewas
Community Member

Malicious review

To give a background story first. I have worked with this client on 2 weekly milestones since January. The experience was entirely smooth (I would have loved to think, since she always told me she was happy with my work).

 

When I first joined Upwork, I initially accepted mostly low-paying jobs to first build my history then upgrade gradually. When I became Top-Rated earlier this year, I informed most of my clients that I would need a raise (not entirely because of being Top-Rated but because it meant I was overladen with work, would sleep at 6 am & be up in no time, on most days & I couldn't go on that way for long) and most did not.

 

They exercised the option I had given them (to be fair to them, I'd asked them to keep giving me work at the current price till they got replacements, which offer most took & later walked away {peacefully} after getting someone, save for one who raised payment).

 

Now, this particular client took the offer & after I did the work, told me she would still want to keep me yet she can't raise the price. I thanked her for the opportunity she had given me and asked her to end the contract. And then came the very bad review.

 

Please advise on what my course of action should be.

ACCEPTED SOLUTION

Innocent, 

 

There are two things you can do:

1) Ignore it. It is not a wonderful rating but it is not impossible either. Fortunately, she didn't leave any damaging written feedback, so although it will ding your JSS a bit, it is unlikely to do any lasting damage, and as you get more work, it will soon be history.

 

2) As Martina says, you can use your perk and have it removed. The downside of this, is that you will get "This feedback was removed" showing on your profile.

 

If this were me, I would wait to see the sort of impact it might have on my JSS, and then decide. However, I think I would still go for the first option. It is really galling, I agree, but it's not as bad as you think. 

 

 

View solution in original post

13 REPLIES 13
martina_plaschka
Community Member

The 3 stars? I don't see anything malicious there. If you don't like it, remove it with your perk.  

 

Have you forgotten clients send private feedback to Upwork?! I know what she has said is not any good based on what she said inbox.

You can remove the effect of the review on your JSS score and/or replace the content of the review with the "feedback removed" message by using your top rated perk as Martina mentioned. 

Other than that there is nothing you can really do. She was annoyed that you were asking for more money. I am not saying that she should or shouldn't have been upset, but she is entitled to leave a review like every client does.

I typically discourage people from charging less in the beginning as it really attracts the "cheaper" kinds of clients. What sounds like happened is that you picked her up at a rate that is less than you are worth to get more initial jobs, but then got stuck with her as you got more and more busy from having a bigger rep. 

There are such clients; you said them "rate rise" or "new milestone" and it seems that you have injured them. But yes, with the time, it comes the experience, and the ability to solve more problems that at the starting, or the ability to be better and faster. You should demonstrate your new abilities. Because merely saying; I would increase the rate because i got to have X years in Upwork seems little professional. And also, don't raise the rate in the middle of an already requested job. Also, let the client with enough time; for example, I would want to increase my rate in 1 or 2 months, thus he has time to seek another person if he doesn't aggree, and he will not feel forced to pay us more. But don't forget that while the clients pay more, they expect more.

Innocent, 

 

There are two things you can do:

1) Ignore it. It is not a wonderful rating but it is not impossible either. Fortunately, she didn't leave any damaging written feedback, so although it will ding your JSS a bit, it is unlikely to do any lasting damage, and as you get more work, it will soon be history.

 

2) As Martina says, you can use your perk and have it removed. The downside of this, is that you will get "This feedback was removed" showing on your profile.

 

If this were me, I would wait to see the sort of impact it might have on my JSS, and then decide. However, I think I would still go for the first option. It is really galling, I agree, but it's not as bad as you think. 

 

 

Thanks for this advice. I will let it play out a bit and see.

 

 

moonraker
Community Member

It happens.

Your profile is strong enough to take a knock. Just move on. Although you could remove it with your perk if you so wished. Or ask some dormant clients to close contracts for you to help push it down. 

I've just noticed today that JSS has dropped to 89% from 100%. Is there a way to bring the case for maliciousness to Support or? I have proof from my inbox, with her saying though she can't raise payment, she wants to keep me because I've been doing good work.

petra_r
Community Member


Innocent O wrote:

I've just noticed today that JSS has dropped to 89% from 100%. Is there a way to bring the case for maliciousness to Support or? 


No. There is nothing "malicious" about the feedback and feedback can't be disputed unless it contains profanities or similar, which is not the case. Upwork don't get involved in feedback beyond that.

 

If xou haven't used your top rated feedback removal perk in the last 3 months and 10 contracts, use it now.  You need to, as you will lose your top rated status today.

 

thewas
Community Member

So you think it's not malicious that a client says, they want you to keep doing work for them because you have been doing great work in your inbox and then turn around and suddenly say your work was not great because you refused to work for a lower rate??

petra_r
Community Member


Innocent O wrote:

So you think it's not malicious


What I think or you think is irrelevant, You can't appeal the feedback because Upwork doesn't get involved in squabbles over what feedback should have been left. Their staff would do little else if they did.

 

Use your top rated perk if you have it available, and the problem is solved. That way you should be able to get back your top rated status (if you currently have at least 15 eligible weeks) in two weeks.

tlbp
Community Member


Innocent O wrote:

I've just noticed today that JSS has dropped to 89% from 100%. Is there a way to bring the case for maliciousness to Support or? I have proof from my inbox, with her saying though she can't raise payment, she wants to keep me because I've been doing good work.


The cost of permitting every freelancer to dispute their feedback would put Upwork out of business. I suppose you could file a claim for defamation in small claims court. Some businesses have pursued actions against people who left them poor online reviews. However, in that case, you would have to bear the cost.

TL;DR: Upwork does not serve as a court of equity for freelance contracts. 

 

As a preventive measure going forward, when you don't want to work with somone any longer, try to get your current contract closed before you say or do anything that they might feel negatively about. (This strategy is not always possible, but it can help prevent retaliatory feedback.)


Innocent O wrote:

I've just noticed today that JSS has dropped to 89% from 100%. Is there a way to bring the case for maliciousness to Support or? I have proof from my inbox, with her saying though she can't raise payment, she wants to keep me because I've been doing good work.


Upwork created a feedback system with 1 to 5 public stars and a 1-10 rating for private feedback. A client can chose any of those options they see fit. 

Maybe you made a tactical mistake of trying to raise your rate with an existing client. If you were so swamped with work as you said, you should have charged new clients more, not ongoing ones. 

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