They ultimately did, and it seems like it may not have taken more than a day or half-day for him to get his (ultimately unsatisfying) answer.
Sometimes handling exceptional situations takes a day!
If many Upworkers are hitting this, then more automation and coverage in public FAQs would be appropriate. But if very few are, or it's a new policy that's fluid and involves case-by-case review, then maybe a day or two clarity is fine for now, even though it caused anger in this one case.
Wallace wasn't blocked from all work: just that one buyer, where Upwork's expertise – expertise that Upwork's customers are paying for, to cover their legal risks – flagged a potential "contractor rules" compliance problem.
Sometimes handling exceptional situations takes a day!
If many Upworkers are hitting this, then more automation and coverage in public FAQs would be appropriate. But if very few are, or it's a new policy that's fluid and involves case-by-case review, then maybe a day or two clarity is fine for now, even though it caused anger in this one case.
Wallace wasn't blocked from all work: just that one buyer, where Upwork's expertise – expertise that Upwork's customers are paying for, to cover their legal risks – flagged a potential "contractor rules" compliance problem.