If you don’t want to read it all:
If you do not respond to an question within 48 hours, the buyer is entitled to leave you negative feedback, which means you are, technically, not allowed to take weekends away from work
Brief outline: I have 2 gigs. One for reviews, one for normal content (reviews take longer). Some of my customers try to get around the time limit and order reviews under my normal content gig.
So, this happened:
Customer orders the WRONG gig on Wednesday. I tell him. I say that it is going to take as long as my review gig. He agrees. No sense cancelling BECAUSE I have agreement, in writing, of how long the order is going to take.
Gets to Friday. I work up to 16 hours a day, Monday to Friday. So I take weekends off. The gig, at this point, is about to go ‘late’ but that doesn’t matter. Customer messages at about 8pm Friday asking where the content was (despite being informed previously)
Saturday, I don’t work. I don’t go on a computer.
Sunday, the same. Gig goes Very Late. This shouldn’t be an issue, because we had agreed to a time limit. I mean, at this point I wouldn’t mind if he cancelled for ‘late delivery’ because I have already agreed with the customer on a new time limit.
Monday, customer cancels the gig. Now 1.5 weeks before the ‘agreed’ time limit.
I think “hey, I agreed it can be late, the customer tried to get around the time limit I have set in place, this means I can get the feedback removed like normal, right”. So I head to customer support. Guess what? It can’t be removed. They agree that a time limit was extended, they agree that the customer ordered the wrong gig. Why can’t they remove the feedback?
"all Sellers are required to respond to Buyer’s requests within 48 hours, independently of the delivery time frame for the order. "
According to their terms and conditions (and I have checked the terms and conditions, it doesn’t say it), you now have to respond to EVERY message a customer sends within 48 hours. No exception. You can’t have weekends off or anything. If a customer places an order and you do not acknowledge it at all until you come to complete it, even if it is delivered on time, according to customer support you can be ‘punished’ for lack of communication, even if there is no reason to actually talk to the client at all.
It is a ridiculous rule. Everything swings in my favor on the gig. The customer ordered incorrectly, the customer was informed he did and YET, still, because I didn’t respond to a message of him asking when the delivery time was (even though he knew), I am fine to get a negative feedback.