To solve any issue between two parties, it is very important to have respectfully clear communication throughout the cancellation process. Cancellations should only be considered as the last option when there is no option left. They can have negative effects on both the buyer's experience and the seller's time and income.
1. Buyer-Initiated Cancellations
- Buyers can request a cancellation if an order is overdue (24+ hours).
- If sellers have already worked on the order, they may lose payment.
2. Seller-Initiated Cancellations
- While it’s important to meet buyer expectations, there are times when cancellation may be the best solution.
- If a seller initiates a cancellation, it will automatically proceed if the buyer doesn’t reply within 48 hours.
3. Forced Cancellations
There are some situations where orders can be canceled without additional approval:
- Buyers can immediately cancel if they haven’t provided the necessary details for the order.
- Buyers can cancel if the seller is 24+ hours past the agreed delivery time without prior agreement.
- To cancel an order tied to a dispute, withdraw the dispute first through the Orders page.
Both buyers and sellers can use the Resolution Centre for cancellations of orders
How to get help from Resolution Centre
- Go to the Orders page and select the relevant order.
- Click the "Resolution Center" option.
Once an order is marked as complete, the Resolution Center cannot be used for cancellations. Contact Customer Support for assistance with completed orders.
Order Completion Rate:
The Oder Completion Rate reflects the successful delivery and approval of services. While cancellations affect this rate, they are part of a comprehensive assessment system that considers other performance factors.
Cancellation Options
After the cancellation is done, buyers can:
- Personalized recommendations will be available on the Orders page.
- Receive custom offers customized to your needs from freelancers.
To help avoid cancellations you must keep these points in mind
- Set clear expectations
- Maintain open communication
- Use tools to improve order
- Set manageable deadlines
These points will help minimize cancellation rate which affects your profile negatively.
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