While you should always strive to meet your customers' needs, things don't always go as planned, and the last possible method is to cancel it. And when that happens, make sure to communicate openly and courteously throughout the cancellation process.

1. Various kinds of cancellations 

Important! Cancellations should be used only as a last method. Canceling orders has an impact on the buyer's experience, as well as your time and potential earnings.

• Buyer-requested cancellations: If an order is marked as late (24 hours or more), buyers can request to cancel it. If you have already worked on the order, this can result in you not receiving payment. Avoid this and learn more about how to get your orders on time.
• Seller-requested cancellations: If you request to cancel, the order will be canceled if your buyer doesn't respond (after 48 hours). Always use the Resolution Center to work things out with your buyer before contacting Customer Support.
• Mutual cancellations: Use this cancellation to resolve an order when both parties can reach an agreement.

Important: If your buyer does not react to your mutual cancellation request within two days, the PAP will be automatically canceled. The same thing happens if a buyer demands a cancellation and you don't respond.

Admin: If you can’t agree with your buyer, or if your buyer won’t mutually cancel, contact Customer Support to assist.

 

2. Cancellations & your seller level

All cancellations are considered when rating a Seller. We understand that certain cancellations are unavoidable, and that these cancellations will have an impact on your overall performance.

By keeping the return rate low, this will help you track the quality of your product/service, as well as increase your PAP ranking in the search bar.

 

3. Tips to decrease cancellations

Delivery

Always make every effort to meet deadlines:

• Plan your task and make sure your deadline is achievable.
• If on-time delivery is not possible, use the Resolution Center's Extend Delivery option.

Important! To avoid late delivery, it is against papmall®'s Terms of Service to send an empty message or incomplete job. Your account may be examined as a result of this.

 

Availability

If you know you won't be able to work on your PAP for a while, stop it and reactivate it when you're ready, so buyers know when you'll be back.

To accomplish this, go to your PAP setting and deactivate it. If this happens frequently, consider restricting the number of orders in your queue to avoid getting overbooked. 

 

4. General guidelines 

• Make sure you only provide PAP that are relevant to your skill set—don't offer to do anything you can’t do or are not qualified to do.
• Display your most recent and original work on your PAP page.
• Set realistic delivery dates.
• Make sure your pricing and scope of your PAP are crystal clear to avoid any misunderstandings.
• Make sure you and your customer are on the same page about the service—if you're unsure, ask the buyer for clarification.
• When you receive an order, double-check that you have all of the information you need to get started.
• If you must cancel, don't wait until the last minute—give your buyer plenty of notices.

Avoid cancellations by:

• Take control: Before the order is placed, communicate all important information about your PAP description, requirements, and extras to ensure the order goes smoothly.
• Communicate: Initiate a mutual cancellation if one of your Buyer is unresponsive.
• Delivery schedule: If you're frequently tempted to cancel due to a lack of time, give yourself more time to deliver.

 

For more information on Cancellations, see the FAQs.