If something goes wrong with an order
Sometimes an order does not go as planned. Here are three common cases, the steps to take and the time limits that apply.
In short
- Late or not as described: ask the seller on the order page first, then use a revision or open a dispute.
- A dispute gives the seller 3 days to respond. An administrator then decides in 5 days.
- You can also write to [email protected]. We reply within one business day.
The work is late
Check the date
Your order page shows the delivery date. It counts from the moment the work starts, which is after your payment is confirmed and your requirements are complete.
Ask the seller
Write in the order chat and ask for an update. Keeping it in the chat keeps it on the order.
Cancel if work has not started
You cancel before work starts: Full refund. You can cancel yourself from the order page while the order is waiting for payment, waiting for your requirements, or queued.
If work has started and nothing arrives
You can open a dispute from the order page and choose "Nothing was delivered". You can also message us on the order. For this case the Refund Policy says: Partial refund, decided by an administrator.
The work is not as described
Compare it with your requirements
Look at what you wrote in your requirements and at what the package includes.
Ask for a revision
Do it from the order page and describe what to change. Your package says how many revisions it includes, and an administrator can grant more.
Open a dispute if that does not fix it
If revisions do not fix it, or the delivery does not match the requirements you gave, open a dispute from the order page. The seller has 3 days to respond. Both sides can add to the case. An administrator who was not involved in the work decides in the 5 days after that. You read the reasons, and so does the seller.
If the work matches your brief
The work is correct but you changed your mind: No refund. If the delivery matches the requirements you gave, changing your mind is not a reason for a refund.
What an administrator can decide
- Full refund
- The order is cancelled and everything paid goes back the way it was paid, once an administrator sends it.
- Partial refund
- The work stands and part of the payment goes back the way it was paid, once an administrator sends it.
- No refund, order completed
- The order is complete as delivered. There is no refund.
- Back to work
- The seller continues the work. Revisions and the next delivery happen on the order page as before.
The seller does not reply
Keep it in the chat
Write in the chat on the gig or the order. Your payment stays held while you wait.
The seller is reminded
When a seller has set working hours, they get a reminder once your message has waited 30 minutes within those hours.
Write to support
Email [email protected] or use the contact page. We reply within one business day, and messages about an order in progress are answered first.
Cancel if work has not started
You can cancel from the order page before work starts. Full refund.
The Refund Policy in one list
These are the written rules, including the cases with no refund.
- You cancel before work starts
- Full refund.
- You cancel after work has started
- Partial refund, decided by an administrator.
- The work is delivered and you are not satisfied
- Revisions first, then a dispute if that does not fix it.
- The work is correct but you changed your mind
- No refund.
- The order is completed
- No refund, except in exceptional cases decided by SkillSellUp.
Questions people ask
Can I cancel an order?
Yes, before work starts, from your order page, for a full refund. Once work has started, message us on the order and an administrator decides what to refund.
How long does a dispute take?
The seller has 3 days to respond, and an administrator decides in the 5 days after that. Both sides can add to the case in between.
Who decides a dispute?
An administrator who was not involved in the work. You read the reasons for the decision, and so does the seller.
What if I already accepted the delivery?
Accepting a delivery, or 3 days passing without a reply, completes the order. Then the Refund Policy says: No refund, except in exceptional cases decided by SkillSellUp. If you think your case is exceptional, message us and say what happened.
How do I contact support?
Write to [email protected] or use the contact page. We reply within one business day.
Take a look around
Prefer to check first? Browse services and message a seller before you order.