Upwork offer change requests
What’s the problem?
Before an offer is accepted and a contract begins, clients and freelancers need to align on the offer terms. Freelancers are often the subject matter experts on the Upwork platform as well as on the work that needs to be done. This is especially true when working with new clients. As such, freelancers help establish the final offer terms and then partner with the client to update them on the platform. Because only clients can create and edit offers on Upwork, there’s significant friction in this negotiation process.
What’s the solution?
If we allow freelancers to counter offers, they will be negotiated faster. There will also be an increase in contract starts due to better project alignment between the client and freelancer. By enabling freelancers to directly request changes to an offer in the platform UI, it will improve term negotiation, increase scope alignment, and generally improve contract outcomes.
The offer flow, from freelancer to client
Quantitative analytics
15.5% reduction in declined offers
Significantly fewer clients had their offers declined, signaling better alignment on contract terms.
79% approval of counteroffers
A high approval rate indicates that negotiation is mutually beneficial to both clients and freelancers in finding the ideal contract terms.
94% offer acceptance
Nearly all freelancers accepted offers after the client approved their change requests, compared to 80% in the control group.
19.3% increase in offer revisions
Significantly more clients revised their offers, pointing to increased negotiation and better project outcomes.
Qualitative interviews
“This feature is extremely useful and exactly what I have been hoping Upwork would implement! Many clients have trouble executing the steps to change an offer even if there is agreement on the substance.”
—Sam P., Top Rated Plus freelancer
“I do like the feature—I especially like the notification it sends when there are changes made to an offer from the freelancer side.”
—Victoria M., new client
“My experience using this feature was very positive. It was clear and intuitive. I appreciated the simplicity of the process, and it gave me confidence in managing the details of the offer directly.”