Once an order is placed, the status will change each time a different action is made by the customer and/or freelancer. You can check your order's status through the Order page.
Before an order is delivered
When an order is marked as Incomplete, the customer is required to submit the requested information for the freelancer to start the order.
However, if the freelancer has enough information to start working, they can choose to Skip requirements and move the order to "In Progress".
1. Customers will see a large orange ribbon indicating a reply to the instructions is required to start the order.
1. Freelancers will see an option to send a reminder to the customer, to notify them to reply to the instructions.
When an order is marked as In Progress, the customer has replied to the freelancer's instructions.
The freelancer is expected to deliver within the stated time frame set by the customer on the Order page.
If an order was placed, but the information required from the customer wasn't submitted, then you will see that the order is Awaiting Requirements.
|Note: We encourage customers and freelancers to actively communicate updates, questions, and any relevant information to each other. This can help make sure the order is delivered on time and as expected.
|1. Customers will see the expected delivery date in the progress bar.
|1. Freelancers will also see the expected delivery date and the option to deliver the order.
After an order is delivered
When an order is marked as Delivered, the freelancer has sent a delivery message for the customer to review.
A customer can accept the delivery with a review, extend the review timeframe or request revisions to be made to the order
Note: Orders will be marked as "Complete" three days after the order is delivered—as long as the customer doesn't request revisions or complete the order by adding a review.
Gigs that require shipping will take 14 days to be automatically marked as "Completed".
1. Customers can leave a review on the order through the green Review button.
1. Once you are ready to send the customer your completed work, you can deliver the order by clicking on the Deliver now button.
2. If the delivery is incomplete, or changes are needed, you can reject the delivery by requesting revisions
2. If the customer requests revisions, you can deliver again once the revisions are made.
3. You can also request to extend the review period (if you need more time to check the freelancer's delivered work). This will keep the order in "Delivered" status but allow you additional days to respond to the delivery. The order will autocomplete after the updated timeframe if not rejected, updated again, or accepted.
When an order is marked as Rejected, the customer hasn't accepted the order.
If this happens, the freelancer will have the option to resend the customer the completed files/proof of work based on the customer's feedback and requirements.
|1. If you aren't satisfied with the delivery and don't want to accept it, click No.
The freelancer will then have the option to modify the order or delivery date.
Note: When the delivery timeframe needs to be modified, the new delivery date must be counted from the original delivery date, not the current date.
|1. When a customer rejects your order, you'll have the option to modify the order (add extras, request revisions, etc.), or change the delivery date.
The status will then change from Rejected to In Progress when they approve your request.
|2. Once a freelancer delivers the order again, the customer can either accept the delivery with a review or the delivery from their request revisions.
The status will then change from Rejected to In Progress.
2. Make your customer's required edits and revisions > resend the files using the Delivery button.
The freelancer modifies the order, adds Extras, or extends the delivery date.
The freelancer is prompted to deliver again, and both parties are encouraged to communicate on the Order page to sort out any issues with the delivery.
1. Customers will see a message to indicate that revisions were requested to the freelancer on the progress bar.
|1. Freelancers will see a message prompt to deliver again.
Please note: We encourage freelancers to make sure all the customer's concerns are addressed—and if you have any questions, ask the customer for clarification before the delivery is sent again.
|2. If your freelancer is unresponsive:
You can request an order update, modify your order, or cancel the order with the Resolution Center for customers.
|2. Freelancers have different options to help complete the order and avoid cancellations, or to use the Resolution Center for freelancers to cancel the order.
In addition, if a freelancer delivers an order and the customer does nothing for three days (e.g., doesn't accept or reject the order), the order will be automatically marked as Complete after those three days.
Note: The order's status cannot be reversed once an order is marked as "Completed". Customers can continue to communicate with the freelancer via Inbox messages (if further work on the order is required).
|1. Customers will see a message in the progress bar to confirm the order status.
|1. Freelancers will also see the confirmation message, as well as, the amount of revenue earned.
|Note: The order status will only change to "Completed" once the delivery is accepted.
|2. Once an order is marked as "completed", a customer has 14 days to leave a review, whereas for the programming & tech category and certain SEO sub-categories, the time frame is 30 days to leave a review.
To show an extra gesture of appreciation, you'll have the option to tip your freelancer during the first 30 days of the order's completion.
|2. If your customer has already rated the order with a review, you'll be able to rate your experience with the customer.
|3. Once an order is marked as "completed", a customer has 14 days to leave a review, whereas for the programming & tech category and certain SEO sub-categories, the time frame is 30 days to leave a review.
The option to tip your freelancer will be removed after 30 days have passed.
Learn more about how to tip your freelancer with How do I accept a freelancer's delivery?.
|3. Freelancers will receive the revenue after a clearance period of 14 days after the order is marked as Completed.
Note: The waiting period for Top Rated Sellers is 7 days.
A "mutual cancellation request" was sent by either the customer or the freelancer
If the receiving party doesn't reply to the request after two days, the mutual cancellation will automatically cancel the order.
A request to "extend delivery date"
This option can be submitted by freelancers only.
Note: The request to extend the order's delivery time frame will be automatically withdrawn in four days if the customer doesn't reply to the request.
A request was sent by the freelancer
To extend the delivery date.
A request for an update was sent by the customer
This means the customer is asking for updates regarding the work being done by the freelancer.
|Both customers and freelancers will see one of these options:
|1. The requested update on the progress bar with how many days are left before the order is cancelled (under mutual cancellations and update requests from customers).
2. The request is withdrawn (under delivery time extensions).
Late and Very Late
1. Customers are entitled to cancel their order if there’s no further response from the freelancer.
|Learn more about how to resolve issues with Helpful tips on how to avoid cancellations.
|2. If a freelancer does deliver soon after the order is marked as "Late", the customer will be given the chance to request revisions or complete the order and rate their experience accordingly.
|2. We encourage freelancers to make sure all the customer's concerns are addressed, and if any questions arise, ask your customer for clarification before the delivery is sent again.
Similar to what we've explained above, the customer is now able to cancel the order within the Order page using the Resolution Center—however, it is not a mutual cancellation request. Very Late orders that are cancelled will be immediately cancelled.