Overview:
When a vendor delivers finished files, customers have 3 days to review the delivered work and:
Request Revisions
Dispute the order
Accept the work
After 3 days, the project will be automatically accepted and marked as completed. Once this takes place, the project can no longer be disputed or refunded and the vendor is no longer obligated to complete any revisions.
Requesting Revisions:
For orders with Pixlmob hosting enabled (finished files are uploaded to Pixlmob and available to download or sync), follow this step-by-step guide on requesting revisions.
For orders without Pixlmob hosting (vendor delivers by uploading files directly to cloud storage, such as Drive or WeTransfer), follow these steps to request revisions.
When the revision request is submitted:
The status of the project will change to "Requested Revisions."
The vendor will be notified about your requests only after you've clicked the button to "Submit Revision Tickets". (Until you click this button, each ticket will show as unsent.)
As the vendor completes your requests, he can reply to you and is also expected to resolve each request.
Once he has resolved all of your revision requests, he will submit revisions, which will then notify you and update the status to "In Review."
If your files are hosted on Pixlmob, you can review previous versions of the revised files by clicking the menu (3 dots in the top right corner of an image) and toggling to a previous version.
Turnaround Time:
ASAP Orders:
For ASAP orders, the customer has 15 minutes to request revisions from a vendor.
Once requested, the vendor will work on those revisions right away and deliver them as quickly as possible.
After 15 minutes, the customer can still request revisions but the vendor will have 12 hours to complete them.
Standard (non-ASAP) orders:
The typical turnaround for revisions mirrors the vendor's listed turnaround time for that service. For example, if the vendor's turnaround time for HDR is 12 hours and for Property Video is 24 hours, his revision turnaround time is the same.
When you request revisions, the deadline for the project will be reset and will be displayed as the new deadline for the project.
If the editor fails to deliver the revisions by this new deadline, the project will show as overdue.
The editor is not required to deliver the revisions any faster than this deadline.
Important Notes:
Once the vendor has submitted the revisions, you again have 3 days to review the revisions, dispute the order, approve it, or request additional revisions.
After 3 days, the project will be automatically approved and completed.
Replying to a notification email from Pixlmob will not initiate this process or send your revision tickets to the vendor (editor). Similarly, sending a message to the vendor does not initiate the revisions process and the order will still automatically be completed after 3 days.
FAQs:
Can I still request revisions even after the files have synced?
Can I still request revisions even after the files have synced?
Yes, you can request revisions within 3 days of when the files are delivered.
After 3 days, the project will be automatically approved and the revision window will close.
Any revised files uploaded to Pixlmob by the vendor will automatically sync to your designated destination folder.
Is leaving a comment or sending a message to the vendor the same as requesting a revision?
Is leaving a comment or sending a message to the vendor the same as requesting a revision?
No, a comment is simply a message to the vendor. If you'd like to request any changes from the vendor, you need to open a Revision Ticket.
When the vendor delivers revisions, will the revised files sync as well?
When the vendor delivers revisions, will the revised files sync as well?
Yes, if you've set up an integration and selected a folder for finished files, the revised filed will sync to a new folder within the folder you designated.