I'm Top Rated but Chatbot says I'm not Top Rated and won't let me remove feedback

[21d83a1c]

Why is it so difficult to find someone to talk to this about? All it gives is that chatbot who provides no help AT ALL. 

I am a top rated freelancer - and have the badge visible and active on my profile. I wanted to remove 1 feedback I got, and followed the instructions on the support page, however it said I am not "Top Rated" when I am. The chatbot support was really no help and gave me no clarification on why it says I'm not Top Rated when I have the badge or what I can do to remedy the issue.

[2297e2bc]

It seems UW has gone the automation route to run the company.

Chat and Phone Bots, A.I., message filtering, community blocking,  and not a human in sights.

Defund the Police and put the Robots in charge.

It will make for some great Sci-Fi movie fodder.

Oh wait----been done for 70 years now!!!)

Metropolis, Forbin Project, Terminator!

[LuiggiR]

Hi Susie,

I'm sorry you were having trouble interacting with the chatbot about this; your feedback is appreciated, and we'll be sure to share it with the relevant team for improvement. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[f3e2366e]

Hi , I too face the same issue. Can you please raise a ticket for me as well. Thanks in advance.

[PradeepH]

Hi Venkataramanan,

I am sorry to hear about the trouble you have experienced using our chatbot. I will share your feedback with the relevant team.

I checked your account and can confirm that you still have the Top Rated badge on your Upwork profile. If you are looking to remove the feedback from previously ended contract, could please confirm the contract ID for the same? 

- Pradeep

[f3e2366e]

This is the contract Id 30262313 , I need the feedback to be removed from both JSS and my profile view. I appreciate your prompt response.

[PradeepH]

Thank you for confirming the contract ID, Venkataramanan. I checked the job you are referring to and it appears that this contract ended in 2022.

Please know that our Job Success Score (JSS) is calculated on 6-, 12-, and 24- months windows, and it is updated every second week on Sunday. Since this contract is already outside 24 months window, removing this contract may not have any impact on your JSS. You can check out this article for more information about that. Please confirm if you would still like to proceed with removing feedback from both JSS and profile view. 

- Pradeep 

[f3e2366e]

Yes, please

[f3e2366e]

Please update, when can you remove the feedback

[NikolaS]

Hi Venkataramanan, 

If you want to remove feedback, feel free to send an email to us by visiting Contact Support, choosing the Chat with Support option, and requesting the chatbot to remove negative feedback from your profile. When prompted, please include:

• The contract ID number that has the feedback you’d like to remove
• Whether you want feedback removed from “JSS Only” OR to “Hide from Profile and JSS”
• JSS Only — Your JSS may be adjusted but your public work history won't change. Your profile will still show the public feedback rating, comment, and any response.
• Hide on Profile — Your public work history will change and your JSS may be adjusted. We'll hide the feedback rating and comment from your Work History and replace it with "This feedback has been removed".

You can find more information here.