Refusing an off contract request

[#1]

Hello everyone. This is my first entry into the community and I need your help.

The last job I was working on was a bit disappointing. It was an old client of mine and agreed on a new contract for a redesign project. I offered 2 different designs for the first milestone and a rendering of the chosen design for the second milestone. The client completely set me free on the design. I also asked specific questions about what to do and what not to do on the design. He completely set me free on the design decisions. It is all written on the chats. But when I delivered the first milestone with 2 designs, he simply said "Unfortunately we were not pleased with either design due to lack of functionality for most of the key elements. Can you please send two more completely different designs from scratch?". This was all I got. I underline that he COMPLETELY set me free on the design and there was no dysfunctioning thing at all. I refused to make new designs since it was off the contract but offered to make changes to the current design according to his comments. He released the first milestone payment but then immediately canceled the job and apparently left me bad feedback. I lost my rising talent badge and my job success score went down. Is there any way I could reverse these? I was right in the end and I can supply all the things including the work, screenshots, messages, and all. What should I do??

Thank you for your time and help.

[#2 · Accepted solution]

First of all, you didn't lose your rising talent badge because of bad feedback; you lost it because you have a JSS score now. The badge is only for new freelancers who don't have a score yet, so now that you have one, you're supposed to work towards getting a top rated badge instead.

Second, there isn't anything that you can do to dispute bad feedback. Disputes are for when clients don't pay you, not for when they don't like your work. Upwork isn't going to look at your screen captures and decide that the client was wrong, and clients are allowed to cancel a project and hire somebody else. It happens.

Unfortunately you made a mistake when you agreed to work with this client in the first place. When you're a designer and a client says, "Do whatever you want, you have complete freedom" what this really means is, "I don't know how to explain what I want and/or can't be bothered to put any thought into it, so I'll expect you to come up with a hundred different designs until something catches my eye." Basically, they want to hire a mind reader, not a designer. Next time, ensure that the client gives you a detailed brief; ask questions until you have a fairly good idea of what they're looking for. If they answer every question with "I don't know" and can't give you any idea at all about their preferences, then don't work with them.

[#3]

Thank you so much for your fast and helpful reply. I will definitely take your advice in future jobs! I really appreciate it.

[#4]

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Murat P wrote:

I lost my rising talent badge and my job success score went down

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That didn't happen. You lost the Rising Talent badge when you got a JSS.

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Murat P wrote:

I lost my rising talent badge and my job success score went down. Is there any way I could reverse these?

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No, that ship has sailed. It would have been better to not get into an argument and just calmly tell the client that you'll be very happy to create another two designs, just as soon as they set up a new milestone for them.

[#5]

Thank you for your reply. I really appreciate it!

[#6]

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Petra R wrote:

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It would have been better to not get into an argument and just calmly tell the client that you'll be very happy to create another two designs, just as soon as they set up a new milestone for them.

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Ordinarily I'd agree, but when a client's idea of constructive feedback is, "I don't like it, do something else," then you're down the rabbit hole. 😉