Top Rated Plus problem

[#1]

Update: I am Top Rated Plus again. The client fixed the mistaken private feedback.

-----------------------------------------

After being Top Rated Plus for months, and earning more than $100K, I found out my JSS was dropped from 100% to 89%.

It wasn't hard to figure out that there were 2 projects that may have caused that.

In one of them, my client closed a contract because of a mistake my client made. I opend a dispute and won, and in the meanwhile the client appolgied and gave me 5 stars, but his original internal review was negative. He contacted support and was told they can change the review (see screenshot), but at the same time, I was told its impossible to change internal reviews. 

I was given that information moments after I used my Top Rated Plus perk and requeted removal of the internal review of the 2nd project, a project that I was given 5 stars, but the client closed it before completion..

Now I am trying to either get Upwork to undo the perk request and remove the internal review of the fist projet, or get them to help my client who already requested to change the internal review to 5 stars as well. 

Recently its impossible to get phone support for freelancers (yes, even Top Rated Plus), or even chat support.

The Top Rated Plus badge doesn't appear and I am not sure when and how do I get it back. Why is the Top Rated Plus badge removed so quickly wihtout a grace period? Can I request a change in my feedback removal request a few hours after I requested it in the first place? 

[#2]

Hi, Ruth. It was a bad experience. It may be best to keep moving forward. maybe the next five 5-star customers will improve your rating. 🤔

[#3]

Hi Ruth,

I'm sorry to hear about your experience. I see that you were able to raise a support ticket, and you can access it here. Rest assured that an agent will get back to you as soon as the next available one gets your ticket in their queue. 

[#4]

In fact, that would be my 3rd support ticket. I tried to get support but I get contradicting responses from different agents, and so is my client. Again, its not clear why freelancers can't get phone support any more. 

[#5]

Hi Luiggi, I checked that support ticket 

I am sorry. I am not sure I understand their vauge response, telling me they don't have enough information, but instead of asking me for such information, asking me just to wait...

I fully understand what could have caused the drop and I already addressed the problem and asked your help here, either to use my Top Rated Plus perk and remove a private review of project 35186066 (instead of project 35379796 , which I requested), or allow my client of the same project (35186066) to change that same review. I also ask to recalculate the JSS immediately and not 2 weeks from now. 

[#6]

Hi Ruth,

I see that you've submitted a follow-up to the team handling your case through the same support ticket. Please allow our team time and you will get an update on your ticket once your case is thoroughly reviewed.

We would appreciate your patience and understanding while we sort this out for you.

[#7]

Problem not solved. 

It seems to be a design flaw. A client can’t change a private feedback even if he acknowledges he made a mistake, and even if a dispute was opened and resolved on my favor. I don’t see any logic here. 

[#8]

Hi Ruth, 

How's the latest status? I wish and hope your issue to be resolved. Please share.

Best, 

Shahbaz

[#9]

It seems to be a design flaw. A client can’t change a private feedback even if he acknowledges he made a mistake, and even if a dispute was opened and resolved on my favor. I don’t see any logic here. The only option to minimize the effect on the JSS is a refund.

[#10]

Hi Luiggi

Can you please why I am not top-rated or a rising star even though I have 100% JSS, please help if possible.

[#11]

Hi Karuna,

The Rising Talent status is assigned automatically when a freelancer meets the requirements listed here. This process is working as designed, and we can't specify a reason why a freelancer isn't eligible to receive the Rising Talent badge. Once you qualify, you should receive a notification letting you know.

Regarding the Top Rated badge, there's a different set of criteria that needs to be met, aside from your current JSS, for you to obtain it. Once you meet the requirements listed on this page, you'll earn the badge. 

[#12]

Hi @LuiggiR,

I having same issue on my profile. I have been TOP Rated Plus for a few months and then now suddenly badge has been removed. Even there is NO badge at all on my profile while JSS is 100% and earning s also more than $25k in the last 12 months. All criteria also seem OK. Could you please look into my account as well and see what's the issue? Thanks!

[#13]

Don't have an answer, but I've just noticed the loss of my Top Rated Plus due to a client having two contracts open for the same ongoing work this year as well. Earnings meet the threshold between the two easily. Bit frustrating, to say the least! Waiting on another response from the helpdesk here too and hopefully it isn't like the first one, and pretty much straight out of the manual.  Good luck 🙂

[#14 · Accepted solution]

Update: after getting to the Executive Team at Upwork, everything was fixed and I am now back to 100% Successs Score and Top Rated Plus. I can say that some support people dismissed my request but when I insisted, I got to the right person who listen to me and accepted my arguments, which is great.