Upwork Automatic Withdrawals

Every quarter, we receive an issue spike from freelancers who are confused or upset about their automatic disbursements, aka withdrawals. This is particularly frustrating for users because:

• They forget the withdrawal will happen automatically

• They forget the date of the scheduled withdrawal

• They forget to update their financial details, and the withdrawal uses a different method than they prefer

So we decided to create new communications to alert freelancers of an impending withdrawal before it occurs. We anticipate that this will reduce annual CS tickets by 75%—from 632 to 158—saving revenue and alleviating user frustration. Expanding to related language searches, it could potentially affect as many as 6,600 CS contacts annually.