🏁 Next Move
A client requests changes to a fixed-price milestone. What happens to the 14-day review period?
It stops until work is resubmitted.
Which 'DETAILS' section of the CSS note is the better choice?
Option A:
[DETAILS] Freelancer seeking payment. No agreement reached.
Option B:
[DETAILS] Freelancer claims they completed the contract requirements. They note the requirements were unclear and the scope was changed beyond what was agreed. Client claims the freelancer did not complete the work, had low quality work, and underperformed on the contract. The client accepted the non-binding recommendation but the freelancer did not. Final option of arbitration was given and neither party filed, resulting in the project funds being returned to the client.
Option B
The stronger CSS note provides sufficient context regarding the dispute, the parties' positions, the outcome, and the actions taken, allowing another specialist to quickly understand the case history and resolution.
Users can leave feedback even if a contract involved a dispute.
Fact
Why is empathy important when assisting frustrated users?
It helps the user feel heard and understood.
A client claims the freelancer accessed their account and changed their password. To which team do we send this report?
Account Security Team
A client closes a fixed price contract and requests a refund of the funds in escrow. What options does the freelancer have?
~Accept the refund request (funds return to client)
~Decline the refund request (dispute created)
~Ignore request (funds return to client)
Which reply demonstrates stronger empathy?
Option A:
"I understand your concerns and appreciate you bringing this to our attention. Let me explain the available options."
Option B:
"Per our policy, we are unable to grant your request."
Option A
Hourly disputes account for quality of work delivered.
Myth
A user asks a question in which you are unsure of the answer. What is your next best step?
Review resources and seek assistance as needed.
A freelancer wants feedback removed because they disagree with the client's opinion. Where do we report this concern?
Freelancer Support Team
While working an IPHD case, you notice a freelancer has logged time that shows 2109 keyboard strokes per minute. What should you do?
Review work diary thoroughly. Report to HJA as needed.
When reaching out with a question to the team, SA or TL, which reply is the better choice?
Option A:
Can you take a look at ticket #5238457?
Option B:
I reviewed ticket #5238457, checked the applicable policy, and reviewed the customer's communication history. I'm unsure whether this situation should be handled as a mediation case or escalated for further review. Can someone help clarify the correct process?
Option B
When processing credits we never remove fees.
Myth
Multiple specialists worked the same issue because they didn't realize another case was already open. What step could have prevented this?
Review resources to see if another case or ticket is already open for this same issue.
While reviewing a contract, a specialist believes the original job posting may violate Upwork policy. Which team should review the concern?
Content & Engagement
Sometimes a dispute does not result in an agreement between the parties. What tools are available for us specialists to help save the relationship with the client or freelancer after the dispute ends?
Credit, Talent Services, Connects, understanding, education, etc
Which introduction is the better choice?
Option A:
Hey Stephanie, let's get started.
Option B
Hello Stephanie, my name is Freya and I am with the Upwork Disputes and Legal Support team. I understand you are asking about your milestone payment and am happy to assist.
Option B
Upwork determines which party is right/wrong in every dispute.
Myth
When a customer raises multiple issues in one message, what should a specialist do?
Ensure each issue is acknowledged and addressed.
You identify potential abuse related to tracked time, screenshots, or work diary activity. Which team should review the concern?
Hourly Job Abuse Team
A customer asks you to provide another user's phone number, email address, or other contact information. What is the appropriate next step?
When returning a ticket to CS, what is the best response?
Option A
Hi Team! As funds were released over 30 days ago, this contract does not qualify for mediation assistance. Returning ticket per process.
Option B
Does not qualify. Returning.
Option A
If arbitration is pursued, a third-party arbitrator can issue a binding decision.
Fact
!! SPECIALIST CHALLENGE !!
During an IPFP, the freelancer asks to proceed directly to arbitration without mediation. What is your next step?
Issue a Notice of Arbitration Demand.
While reviewing a case, you see that the client has shared contact information before the contract started. Where is this reported?
Circumvention Team