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Master help/Cancellation & responsibility

Cancellations and their effect on trust

Cancelling an order is sometimes necessary, but cancelling a confirmed order affects trust, your rating and can temporarily restrict your account.

Use cancellation only when you really can't do the agreed work. Always write the reason clearly and calmly.

When cancellation is possible

When the agreement isn't finalized yet

If the customer hasn't confirmed the final terms yet, cancelling is relatively easy. Still, it's best to briefly explain the reason.

When the customer hasn't paid a booking fee

If the order is waiting for a booking fee and the customer hasn't paid yet, cancellation is possible without extra complications.

When the work is already agreed

Cancelling a confirmed order is considered more serious, because the customer already expects the work to be done.

When you can't cancel

An order that's finished or near completion

If the work is already finished or awaiting completion confirmation, cancelling the order is no longer the right path. In that case, if there's a problem, you need to contact support.

During a dispute

If a dispute is open on the order, cancellation shouldn't happen on your own. In that case support reviews the matter.

What frequent cancellations affect

First cancellation
When you cancel a confirmed order, you'll receive a warning. This means the next cancellation will be assessed more strictly.
Second cancellation
Your account may be temporarily restricted from receiving new orders.
Third and further cancellations
Repeated cancellations may lead to a longer restriction.
Effect on your rating
Cancelling a confirmed order may reflect on your rating and the customer's trust.

How to cancel properly

The right approach
  • Write the reason briefly, calmly and clearly.
  • If you can, offer another time or an alternative solution.
  • Don't leave the customer without a reply.
  • If the situation is difficult, contact support.
What to avoid
  • Don't cancel an order without grounds after agreeing.
  • Don't quietly change the terms and then cancel.
  • Don't argue with the customer aggressively.
  • Don't move the conversation off the platform.
Can't cancel or the reason is unclear?
Message support and include the order number, which stage the order is at and why you need to cancel.
Contact supportBack