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FAQs: Performance metrics and cancellations

  • Use the Resolution Center to work things out with your client before contacting Customer Support.
  • We take our freelancers’ revenue very seriously. Clients need to provide a satisfactory explanation, and proof, before canceling an order. However, we can’t force a client to accept an order delivery if they aren't satisfied. You can continue to communicate with the client to see if you are able to reach a mutually beneficial agreement. We also suggest you create a list detailing the work you have done, that compares both your Gig description and the Client's order requirements.
  • Use the order page to request an extension with the 'Extend delivery date' button. The client will have up to 2 days to accept or decline. If the client does not respond, the extension is automatically accepted, and the delivery date will be modified.
  • No, only you can view your order Performance metrics.
  • While cancellations typically affect your order Performance metrics, cancellations won’t affect under these circumstances:
    1. The client canceled while the order was in requirement status.
    2. There was a mutual cancellation, and the client reordered within 14 days.

    In addition, for other rare cases (i.e. fraudulent purchases, client ordering by mistake, etc.), cancellations won’t affect your Performance metrics. If your order is canceled under these circumstances, reach out to Customer Support to investigate the effect of the cancellation on your account.

    Note: Cancellations can still impact your performance, but they're just one factor in your overall success score. For more information, please refer back to our Success Score article.

  • You can offer additional revisions and also extend the delivery time frame via the Resolution Center.
  • Use the Resolution Center to mutually extend an order with your client. If you need extra help managing orders:
    • Activate 'Setting your Availability'
      Adjust your available hours for the rest of the day, to avoid receiving more orders.
    • Start simple
      Deliver the easiest orders right away.
    • Get it done
      For a larger request, start working on it earlier than you usually would. Remember, you can make any final tweaks during the revisions stage.

  • For detailed information on reporting content or behavior, please refer to this article. 


    Please note: You can’t block a client who has an active order with you. Learn more with How to block someone from messaging you.

    Whether you’re a new or seasoned freelancer or use the resources available to help you avoid cancellations, our Forum is a great place to get support from the community. Get answers to all your questions and learn our best tips and tricks.

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