A customer has the option to cancel a recent order up until you've delivered the order for one of the following reasons:
If the customer initiates a cancellation request, you will be notified within the platform as well as by email and you should:
Review the order and the customer's cancellation request.
If you agree to cancel the order, accept the request.
If you do not think the order should be cancelled, you should decline the request.
If you accept the cancellation request:
You should no longer work on this order.
The status will be updated to Cancelled.
You will not be paid for the order.
If you decline the cancellation request:
You should continue working on delivering the order.
The status will remain In Progress.
Important Notes:
Accepting or Declining
Accepting or Declining
There are very few reasons why you should decline a customer's cancellation request.
If you have questions about the customer's request, you should send a message to the customer within the project to ask for clarification.
It is not appropriate to beg or plead with the customer to withdraw his cancellation request or to send you more work.
If you choose to decline the cancellation request, do not be surprised if the customer then chooses to dispute the order.
Why would a customer want to cancel an order?
Why would a customer want to cancel an order?
The most common example is when a customer orders incorrectly, such as entering the wrong quantity or the wrong service. This cancellation request is similar to dispute, but can be processed much faster and without a Pixlmob Admin reviewing the order.
Can a customer cancel an order after I've delivered it?
Can a customer cancel an order after I've delivered it?
No, the customer can only cancel an order that is In progress (status). Once you've delivered the order and the status is Delivered/In Review, the customer can no longer cancel it and will need to dispute it if there is an issue.
Can a customer withdraw his cancellation request?
Can a customer withdraw his cancellation request?
No, he cannot, but if he tells you that he no longer wishes to cancel an order, you can simply decline the request and continue working on the order.
Can a customer leave a review of my profile if he cancels an order?
Can a customer leave a review of my profile if he cancels an order?
No, if you accept the cancellation request, the customer cannot leave a review of your profile. However, if the order is disputes, the customer can leave a review, even if the dispute is ruled in your favor.
How long do I have to respond to a cancellation request?
How long do I have to respond to a cancellation request?
While there is no set deadline or turnaround time for cancellation requests, we expect you to respond as soon as possible.