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7f48c973
Community Member

Feedback Manipulation. Should I refund full?

I recently completed a project for a client worth $200, and they were initially very satisfied with my work, leaving a positive review with 5 stars and an incredible comment. However, after two months had passed, the same client approached me for additional work but requested it to be done for free. I politely declined and suggested starting a new contract.

Unexpectedly, the client initiated an "Informal Mediation" process, claiming they were dissatisfied with my work. To support my case, I provided all the relevant project documents to the mediator. Up until that point, my Job Success Score (JSS) was at a high of 96%.

To my surprise, a few days after the mediation process, my JSS dropped to 90%. Upon checking my profile, I discovered that the previously glowing feedback from that particular client had been changed to a negative one, accompanied by unfavorable comments. This change occurred two months after the project had ended.

Now, I have a few questions and seek advice regarding this situation:

  1. How is it possible for a client to modify their feedback after such a long time (2 months or 60 days)?
  2. The altered feedback significantly affected my JSS, bringing it down from 96% to 90%. How can I address this issue and prevent further damage to my reputation?
  3. If I choose to refund the entire amount to the client, will the negative feedback be removed from my profile? Moreover, will my JSS revert to 96% since the private feedback provided by the client at the time was positive?

I appreciate any guidance or insights you can offer on handling this delicate matter. Thank you.

14 REPLIES 14
williamtcooper
Community Member

Saima,

 

A client can't modify Feedback unless you enable the Feedback link. Did you do that?

No, I didn't enable the client to modify. Also it's strange that how can a client modify the feedback after 60 days?? Unless there was no option of "Enable feedback".

Saima,

 

This is a Support issue because Feedback can't be changed once submitted unless the freelancer enables the Feedback link. Click the Support link on the top of this page for assistance.

Thanks, William.
I have already opened the ticket and waiting for their response. There must be an issue in Upwork system. Also, please review the attached screenshot, where you can see the first feedback on May 22nd by the client was positive and the second feedback by the client on July 20th is the worst. I am totally demotivated.

Looks like Feedback for a different project?

No, it's the same one project. You can see the client's name there. I have just removed the comment from the screenshot.

Did you remove the Project name also?

Finally, I win the arguments and Upwork is going to remove that feedback which was revised by the client. I knew that the client doing something wrong and against the Upwork policies. It was the worst experience ever. As per Upwork team, it will be removed in 24 hours. Thanks to Upwork team.

You should have won because that would have been a bug in their system for that to occur. Have a great day!

Thank you, William. 

PradeepH
Moderator
Moderator

Hi Saima,

 

I understand your concern regarding the feedback and Job Success Score (JSS) change. I see that you're already communicating with one of our team members. I have followed up with the team handling your request and one of our team members will reach out to you soon. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.


Thank you,
Pradeep

Upwork

Thank you, Pradeep. My concern is, how can a client change their feedback after 60 days?

Hi Saima,

 

To ensure fairness in the marketplace we won't be able to share additional information regarding your specific case here in Community. I encourage you to communicate directly with our team via your support ticket and they will be able to assist you further. One of our agents will follow up with you on your ticket as soon as possible. 

 

Thank you for understanding,

~ Nikola
Upwork
7f48c973
Community Member

Thanks, Nikola. I already opened the ticket and still waiting for the support team to solve my issue asap.

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