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| Feedback overview, tips and facts |
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Employers and Freelancers can rate each other after each payment transaction processed through Guru.com's mandatory SafePay payment system. Feedback consists of "star" ratings and written comments that are publicly displayed in Employer statistics and on Freelancer profiles. Feedback allows Employers and Freelancers to judge each others' reputations on Guru.com prior to hiring or submitting quotes.
Before you award your project to a Freelancer, you can review the Freelancer's feedback posted by other Guru.com Employers. Usually, a 5-star overall feedback rating indicates that the Freelancer is of high quality; however, the individual feedback ratings and comments may provide significant details.
Read a related resource guide:
Accessing your feedback
From your Feedback page, you can manage your feedback records, both given and received. The actions available for each record may include give feedback, block feedback, view feedback and archive feedback.
- Go to the My Account page, and click "Manage Feedback."
- From your Feedback page, use the sort function or the tabs to filter your current view of feedback records.
- Take action on a specific feedback record by clicking the buttons to the right in the Action column.
Feedback Tips
- Always leave feedback on Guru.com Freelancers after they fully complete your project and you pay them through SafePay. Other Employers will benefit by reviewing your feedback rating and comments.
- Please only give reasonable and accurate feedback to a Freelancer.
- Do not generalize when leaving feedback comments. Describe a specific event or transaction.
- You are responsible for the remarks you post in the feedback comments area. Please remember that you may be held legally responsible for damages to a Freelancer's reputation if a court were to find that the remarks constitute libel or defamation. Guru.com is not legally responsible for the remarks that Employers and Freelancers post in the feedback comments area.
Feedback Facts
- You can only leave feedback on a Freelancer after you have either (1) paid a SafePay Invoice, or (2) released funds from a SafePay Escrow account.
- After paying a SafePay Invoice or releasing funds from a SafePay Escrow account, you have 60 days to leave feedback on the Freelancer before the record is marked as "LOCKED." After the 60-day period, you will no longer be able to leave feedback.
- Once you give feedback to a Freelancer, you cannot modify or remove it.
- If you submit a dispute to the Dispute Resolution Department over unreleased funds in a SafePay Escrow account, and the case goes to Arbitration, no feedback records will be displayed for that project relationship.
- If you give a Freelancer an overall feedback score of 4 or 5 stars, you will have an opportunity to endorse that Freelancer. If you endorse a Freelancer, he or she is recommended to your Guru.com Network. Learn more about endorsing Freelancers and the Guru.com Network.
- You can block feedback you receive from a Freelancer if your Blocking Power meets or exceeds the dollar amount of the invoice associated with the feedback record.
- When feedback you have received is published, it will appear in your Employer statistics within 24 hours.
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| Giving feedback to a Freelancer |
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Before giving feedback to a Freelancer, please review Feedback Tips and Facts.
To give feedback to a Freelancer:
- Go to the My Account page, and click "Manage Feedback."
- Click the "Give Feedback" button under the Action column.
- Follow the instructions on the pop-up window.
Don't see a record to give feedback to your Freelancer? Learn why
If you give a Freelancer an overall feedback score of 4 or 5 stars, you can endorse the Freelancer. If you endorse a Freelancer, he or she is recommended to your Guru.com Network. Learn more about endorsing Freelancers and the Guru.com Network.
Star-rating categories
When giving feedback to a Freelancer, you must provide a star-rating (from 1 to 5) for each of the following criteria.
- Technical skill
Did the Freelancer demonstrate expertise in his or her skill-set?
- Creativity
Did the Freelancer demonstrate originality or innovation in completing the deliverables?
- Timeliness
Did the Freelancer supply the expected deliverables before or on the defined due dates?
- Communication
Did the Freelancer express ideas effectively in verbal or written communications?
Did the Freelancer provide timely responses to your verbal or written communications?
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| Managing feedback received |
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When your Freelancer submits feedback to rate and comment on how well you conduct business, you will receive an email notification. Beginning on the submission date of the feedback, you have seven days to review and take any necessary action on the feedback record before it is automatically published and viewable as part of your statistics.
Feedback records in pending status
The feedback you receive from a Freelancer will show a "Pending" status and a count of the days remaining until it is published. During this seven-day period, you can publish the feedback early or you may be able to block it depending on your current Blocking Power. This review period gives you the opportunity to take action if needed before the feedback is automatically displayed.
Publishing feedback early
If you want to display feedback received from your Freelancer before the seven-day pending period has expired, you can publish it early.
- Go to the My Account page, and click "Manage Feedback."
- Locate the pending feedback record on the Feedback page.
- Click the "Publish Feedback" button in the Action column to the right.
- The feedback record status will change to Published.
Blocking feedback
You may have the ability to block feedback from being published. By blocking an occasional negative feedback rating you receive, you can prevent that rating from having an adverse affect on your overall feedback score or on your reputation.
You can block feedback in either pending or published status. When you block feedback, the record will not appear in your employer statistics.
The number of feedback records you can block depends on the dollar amount of the associated invoices and your current Blocking Power. Blocking Power may be "spent" on any combination of feedback records as long as the value of the associated invoices does not exceed your Blocking Power.
Employers' Blocking Power is based on their cumulative SafePay payments over the last 12 months.
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| How Blocking Power is calculated
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Blocking Power = ($ Cumulative Expenditures X 10% Block Allowance) — Sum[$ Amount blocked]
EXAMPLE:
Blocking Power = ($10,000 X 10%) — Sum[$200 + $300]
Blocking Power = ($1,000) — [$500]
Blocking Power = $500
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Notes:
- The "$ Cumulative Expenditures" figure is how much money an Employer has spent on Guru.com within the last 12 months.
- The "% Block Allowance" is the percentage of expenditures for which feedback may be blocked. (For Employers, the Block Allowance is always 10%)
- The "$ Amount blocked" is the dollar value of the feedback the Employer has blocked within the last 12 months.
- Employers' cumulative expenditures are recalculated every 24 hours. Blocking Power, however, is calculated in real time to account for new feedback blocks imposed.
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Follow these steps to block feedback.
- Go to the My Account page, and click "Manage Feedback."
- Locate the feedback record on the Feedback page.
- Click the "Block Feedback" button in the Action column to the right.
- Click "Block Feedback" on the pop-up window to confirm your block.
- The feedback record status will change to Blocked.
NOTE: Blocked feedback is permanent. Feedback cannot be unblocked.
Archiving feedback
You can archive a feedback record on your Feedback page no matter what status — pending, published or blocked — that record is in. Archiving is simply an organizational function and does not affect the public display of feedback on your profile.
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| Can feedback ratings and comments be removed or modified? |
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Guru.com will not remove or modify feedback based on the belief that a rating or comment is inaccurate or unwarranted. While negative feedback can be unpleasant, even detrimental to a reputation, Guru.com maintains the policy of not censoring feedback or investigating it for accuracy. If an Employer or Freelancer has sufficient Blocking Power, however, he or she can block feedback from being published.
Guru.com will remove feedback records for the following situations.
- If we receive written consent (via email) from both parties that they wish the feedback record to be removed.
- If an Employer or Freelancer provides Guru.com with a valid court order finding that the feedback record is slanderous, libelous, defamatory, or otherwise illegal.
- If you submit a dispute to the Dispute Resolution Department over unreleased funds in a SafePay Escrow account, and during Mediation both parties agree to remove the feedback left for each other.
- If you submit a dispute to the Dispute Resolution Department over unreleased funds in a SafePay Escrow account, and the case goes to Arbitration, no feedback records will be displayed for that project relationship.
Guru.com will not modify feedback ratings. However, we will modify feedback comments for the following situations.
- Personal contact information appears in the feedback comments, and a party wishes the contact information to be removed.
- A typo appears in the feedback comments, and a party wishes us to correct it.
- Profane or obscene language appears within the feedback comments. (Negative terms such as "liar" are not considered profane, however they are discouraged.)
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