Cancellations

Important: Cancellations should always be a last resort. They can negatively impact both the buyer experience and the seller’s time and potential income. Here’s an overview of the different types of cancellations:

Buyer-Requested Cancellations

• Buyers can request to cancel if an order is very late (24 hours or more).
• If work has already been done, sellers may not receive payment.
• Learn more about meeting deadlines with our guide on Avoiding Late Deliveries.

Seller-Requested Cancellations

• Aim to satisfy your buyers’ needs, but if things don’t work out, cancellation may be the best option.
• If a seller requests a cancellation, it will be automatically approved if the buyer doesn’t respond within 48 hours.
• Use the order page to request more time or add extras, or use the Resolution Center to work out issues with the buyer before contacting Customer Support.

Mutual Cancellations

• If issues arise after accepting a Gig, both buyers and sellers can request a cancellation through the Resolution Center.
• The other party has 48 hours to accept or decline the request. If there’s no response, the order is automatically canceled.

Forced Cancellations

• Before submitting requirements: Buyers can cancel an order immediately without seller approval if project requirements haven’t been submitted yet.
• Delivery is late: Buyers can cancel without seller approval 24 hours after the expected delivery date if there was no mutual agreement to extend it.
• Cancel with an open dispute: Withdraw the dispute via the Orders page to cancel the order. You cannot open a new dispute while one is being resolved.

Note: If issues persist, contact Customer Support for assistance.

Canceling via the Resolution Center

• We encourage resolving disputes within ongoing orders to avoid cancellations.
• Access the Resolution Center:
  • Go to your Orders page
  • Select the order to resolve (click View)
  • Click Resolution Center on the right side of the page

Learn more with Resolution Center for Buyers or Resolution Center for Sellers.

Cancellations on Completed Orders

• Once an order is completed, the Resolution Center cannot be used. Contact Customer Support to cancel the order.

Cancellations and Seller Levels

• All cancellations are considered when evaluating a seller. Some cancellations are inevitable and have a lower impact on performance scores.
• The Order Completion Rate (OCR) is no longer a standalone metric. Cancellations are one factor in the overall success score.

Tips to Decrease Cancellations

• Clear Pricing and Requirements: Communicate clearly about project needs before the Gig order is purchased.
  • Buyers: Provide project requirements and scope in advance.
  • Sellers: Display accurate, original work on your Gig page and offer services you’re qualified to do.
• Effective Communication: Ensure all necessary information is exchanged throughout the order process.
  • Buyers: Request order updates via the Resolution Center.
  • Sellers: Contact buyers for clarification if needed.
• Modify Orders as Needed: Use the Order page to extend delivery dates or offer more extras/custom offers.
• Set Reasonable Delivery Times: Don’t wait until the last minute to cancel. Communicate professionally and provide adequate warnings.
  • Sellers: Use the availability feature to inform buyers of your ability to complete the Gig.

For more detailed information, refer to our Success Score article.