Frequently Asked Questions for Clients
Browse the most frequently asked questions to learn more about hiring through the FreeeUp platform.
If you have any additional questions, please email Accounting@FreeeUp.com with your inquiry.
Screening and Interviewing
Network of Workers
Pricing and Billing
How does the FreeeUp Marketplace help business owners?
FreeeUp.com is a marketplace where independent contractors can offer their services to clients. The FreeeUp marketplace screens all freelancers prior to joining the network, but the business relationship is ultimately between the client and worker. FreeeUp then acts as a payment processor for all payments and assists with any disputes regarding billing.
Why should I use FreeeUp for hiring?
Business owners are constantly running out of hours in the day. Performing the same operational tasks within your business is wasted time you could be spending expanding your company. The same logic applies if you are paying workers. They should be helping you grow your business instead of doing the same daily tasks. Hiring an online freelancer can help you free up your time and grow your business. The alternatives to FreeeUp are plenty, but they don't offer the same pre-screening process that FreeeUp does. FreeeUp is not simply a job board like many of the competitors. The top 1% of freelancers are vetted out and then made available to clients.
How is FreeeUp different from other online hiring platforms?
The FreeeUp marketplace puts hundreds of online freelancers through a unique 4 step interview process including screening for skills, attitude, communication, and experience. Only the top 1% of freelancers are allowed into the network. As a client, you can submit a simple Worker Request form outlining the project you need filled and you'll be introduced to the best match in the network within hours. Business owners come to FreeeUp to find reliable freelancers faster and have options for situations where freelancers decide to leave the project.
Why are workers on the FreeeUp marketplace so reliable?
All workers on the FreeeUp marketplace have gone through a unique interview process to ensure they are experienced within their skill set and are prepared to communicate with clients at a high level. The marketplace gets over 100 applicants each week and is very strict on who gets through the interview process. Workers on the marketplace are experienced within their given skill set and provide high level communication to all clients that they work with.
What happens if I'm not happy with a worker on the FreeeUp marketplace?
You are always encouraged to speak with workers about concerns before getting a new worker. A best practice is to directly contact your freelancer with the concern and it is likely that they will make changes so you can continue to work together. If the worker simply doesn't work out, contact the marketplace and you will be introduced to another worker in the network within hours. You will be able to meet with them to determine if they are a better fit. Keep in mind that all workers on the FreeeUp marketplace are expected to respond to your inquiries within 24 business hours.
How does FreeeUp help in the online hiring process?
The marketplace recruits and interviews hundreds of freelancers each week keeping only the top 1% in the network. When ready to make a hire, you simply fill out the Worker Request form indicating the type of worker you're seeking then you are introduced to 1 worker from the network that best fits your project. You can take 10-15 minutes to make sure they are the right fit then you can hire them, all through the platform. FreeeUp helps in the online hiring process by connecting you with freelancers that fit your project requirements and are strong communicators. FreeeUp speeds up the hiring process and the marketplace provides you with a selection of freelancers to hire quickly if a freelancer ever leaves the marketplace.
What happens if one of the workers quits?
The great fact is that the workers on the FreeeUp marketplace rarely quit. In the special circumstance that they do, a replacement from the marketplace can be found quickly and FreeeUp covers all replacement costs. The goal is for you to not notice a difference between the workers so that you don't take any steps backwards because of turnover.
What types of businesses can use FreeeUp?
Any type of business can use the FreeeUp platform if you are looking to hire remote workers to your team. The FreeeUp network was originally built to support eCommerce business owners and online sellers, but has quickly expanded due to high demand from entrepreneurs within many different industries. FreeeUp currently services over 2,000 businesses from Amazon sellers to digital marketing agencies to online influencers. The list of industries continues to grow every day as more and more business owners learn the power of the FreeeUp hiring platform.
Screening and Testing
How are workers on the FreeeUp marketplace screened to make sure they are top tier workers?
All workers on the FreeeUp marketplace are put through a 4 step interview process to ensure they are the best fit for the network. First, workers submit a marketplace application providing their resume, Internet speed test, typing test, and short answer questions about their skill sets. Second, the marketplace interviews the worker testing them on skills specific questions to determine their level of expertise. Third, workers are interviewed by the marketplace for problem solving, communication, and work ethic. Finally, all workers study the Marketplace Communication Guidelines and show they understand the marketplace’s best practices for communication with clients. If the worker passes all levels of the interview process, they will be set up in the network.
Do the workers speak fluent English?
Yes. All of the workers in the network speak fluent English. English skills are one of the top priorities during the interview process. If there are any communication mishaps, the marketplace is always available to sort it out quickly. In addition, you can hire FreeeUp for consulting on working with international workers as it is a science of its own.
How are workers matched to clients once they get into the network?
All workers on the FreeeUp marketplace are available on a first come, first serve basis. As Worker Requests are submitted by clients, the projects become available to the workers within the network. Workers can apply to projects that match with their given skill sets. The best possible worker for the project is then introduced to you for a 10-15 minute interview before deciding if you want to hire them.
Network of Workers
Where are workers on the FreeeUp marketplace from?
Workers on the FreeeUp marketplace are from all over the world. Around 40% are located in the US, 40% are located in the Philippines, and the remaining 20% are scattered over 40+ countries. The marketplace offers both US and international workers for all skill sets available through the FreeeUp platform. When submitting worker request, you have the option to define where you prefer worker to be from. It's completely up to you!
Can freelancers work on the projects based off of my preferences for hours?
Of course. When you request your freelancer, you can indicate the preference that you have for the hours being worked on the project. When you are introduced to a freelancer, you can speak with them about the ideal hours and they can agree if they are willing. All scheduling will be figured out directly between you and your freelancer.
What kind of experience do workers on the marketplace have?
All workers on the marketplace must pass a 4 step interview process in order to gain access to the FreeeUp network. During that process, workers are vetted for significant experience within their skill set (usually 1+ years) to make sure that clients receive introductions to top talent freelancers. Workers are encouraged to communicate at a high level and provide a positive experience for clients. For the most part, you will meet with your freelancer, agree on working terms, and get right to work. You’ll never be introduced to someone who does not have ample experience in the skill you are requesting.
Do I get to work with the same freelancers as my business continues to grow?
Yes, as long as the freelancer decides to continue to work on your projects. The worker will only be replaced if you request to do so. However, in a situation where you hire a worker for a 2 week project and then don't need them for another 2 weeks, it is not guaranteed that they won't have found other clients in the meantime. All workers will be kept on your FreeeUp account so you can always reach out to them to ask about their availability.
How do workers keep track of their hours?
Similar to clients, workers have their own FreeeUp account where they have the ability to track their time performed for projects through billing entries and a timekeeper function. When a worker is hired by a client, the client is added to their FreeeUp account. As a client, you can click on the Workers tab in your FreeeUp account to view the hours that each worker has billed along with comments left by the workers. In addition, you can click on the hours to view notes left by the worker for their shift.
Pricing and Billing
How do I pay my workers through FreeeUp?
FreeeUp clients are billed every Thursday for work performed the previous Wednesday through Tuesday. FreeeUp will send an invoice to the email provided on your client account and then charge the payment method on file for your client account. FreeeUp offers clients the ability to pay their workers via ACH, credit card, or PayPal retainer. If there are any issues with your payment method on file, you will be contacted by our Accounting team. Likewise, if you have any issues with your weekly invoice or would like to change your payment method on file, please contact Accounting@FreeeUp.com.
How do I find out the rates for the different skill sets?
Estimated rates for all available skill sets are always available through the Worker Skill Sets Infographic and the Pricing page on the FreeeUp website. You can locate the page by clicking on the Pricing tab in the top header of the website menu. Or you can directly navigate to the page through this link: https://freeeup.com/freeeup-worker-skill-sets-infographic/. If you have any specific questions about the skills and their estimated rates, please contact Accounting@FreeeUp.com.
I heard there are minimum billable hours. Can you explain this?
Out of fairness to workers, the marketplace enforces a minimum of 0.5 hours (30 minutes) to clients when billing workers. This policy was implemented as it takes time for workers to start their computer, log in, and get set up with a client. This means that if worker finishes their task in 15 minutes, you will still be billed for 30 minutes. We understand certain situations are unique and always work with clients to make sure this does not become an issue.
How do I know it is secure to provide my payment information to FreeeUp?
The FreeeUp Marketplace partners with payment processors to ensure that all client and worker payment information is secure. For ACH transactions, FreeeUp partners with PaySimple. For credit cards, FreeeUp partners with BlueSnap. And for clients using retainers, FreeeUp partners with PayPal.
How do I know workers are not sharing my information or stealing hours?
While you are accessing workers on the FreeeUp network at your own risk, billing and client information are taken very seriously at FreeeUp.
While there is not a 100% guarantee that this can be prevented, it is extremely difficult for workers to get into the Network. The FreeeUp Marketplace receives hundreds of applicants each week and only takes the top 1% that have been vetted for access based on their skills, experience, and past client reviews. Each applicant is put through a screening process prior to being granted access which includes communication best practices. There is a sections within these best practices that directly address safeguarding Client information and recording and reporting hours billed for Services provided.
Similarly, clients are always encouraged to exercise diligent and good faith efforts to notify workers of any sensitive, confidential and/or proprietary information that is being produced or which access to is being permitted in advance of any such production or access.
I hope that this helps to explain why you should feel comfortable finding freelancers through FreeeUp. FreeeUp is happy to answer any other questions that you may have.
Is there a long term commitment?
There are no long term commitments of minimums with FreeeUp. You can pause, replace, or fire worker at any time and you are only responsible for the hours they have billed up to that point. There is no risk to meet workers and no obligation to hire them once you initially meet them. On top of that, there are no monthly or membership fees.
How do I submit a request for a new worker?
Log into your FreeeUp account and click on the button titled "Request a Worker." Fill out the Worker Request form outlining the details of the worker that you are seeking and click the Submit button. The Worker Request will be communicated to the internal FreeeUp team who will find the best candidate in our network for your job. You will be introduced to the worker via email and your FreeeUp ticket within 24 business hours. You will then have the opportunity to meet with them for 10-15 minutes to make sure they are the right fit. Hiring them is as simple as clicking the Hire button on your FreeeUp ticket. If you wish to meet another worker, click the Request a New Worker button on your FreeeUp ticket, provide your feedback, and we will introduce you to someone new. If you ever have issues with requesting a worker, reach out to us on Skype or at Accounting@FreeeUp.com. Note that you don't have to submit a request for every job that you have. If you already have hired a worker, you can simply reach out to them to have them perform another job for you.
How do I track my worker's hours everyday and see how much I'm paying?
To track workers' hours, log into your FreeeUp account and click on the "Workers" tab. Within this tab, you can easily view all the hours that each worker on your account has logged. To view how much you are spending each week, click on the Timecard tab to view all billing periods. Click on each billing period and the page will reload with information about your total spending and the hours billed from each worker.
Do you have a referral program?
FreeeUp has an amazing referral program that rewards clients for recommending their friends to hire through the FreeeUp Marketplace. The marketplace pays you $0.50 for every hour billed to any client that you refer forever. Many clients receive free or highly discounted workers each week because of their referrals to the platform. Don’t worry...workers are still paid their full rate. The referral earnings comes out of the marketplace’s fees. To locate your unique affiliate URL, click on the Affiliate tab in your FreeeUp account and you will be presented with the link. Share the link to your friends and you’ll be paid for anyone that signs up and starts to bill hours. Your referral earnings will be subtracted from your weekly invoice and recorded so that you can see how much you are earning for your efforts.