Order requests are used in the following cases:
- If customer asks you to add extra work to the current order.
- You want to change the order’s start and/or end date.
- Get an order progress update from the Pro.
- You want to cancel the order.
Each case has a corresponding order request type. There are four types of requests:
- Additional work request (option available only for Pro account).
- Change order time.
- Provide a progress update (option available only for Customer account).
- Request other party to cancel this order.
A special case of an order request is a dispute. To learn more about disputes, please click here.
An order request can be opened for orders in the following status:
- In Progress
- Revision Requested
An order request cannot be opened if:
- There is a pending delivery.
- There is a pending order request.
To create an order request, go to the order page. On the order page, click Order Assistant at the bottom of order summary card. Select the type of request and complete the form by following the instructions on the screen. Click Submit.
Keep in mind that each type of request has its own form fields, so pay attention to ensure you fill out the request form correctly.
If the other party has sent you a request, respond as soon as possible. Responses may vary depending on the type of requests. For example, to respond to Additional work request, Change Order Time, or Cancel requests, click either Accept or Decline inside the order request block in the order history section. For Provide a Progress request, click the Provide Progress button and in the modal window. Describe the current order progress and click Confirm.
If you do not respond to the request, then, depending on the type of request, the following happens:
For Change Order Time and Additional work requests: If the second party does not respond within 48 hours from the moment the request was opened, the request will be automatically canceled, and no changes will be made to the order.
For Cancel and Provide a Progress requests: If the other party does not respond to the request within 48 hours, the order will be canceled, and the funds will be returned to the customer.
To read more about refunds, please click here.