This is a bit of a rant… but I do also have a question…
We seem to be going through an unfortunate spell of customers under-ordering, then going off the radar when we ask them to add the required components to their order. Commercial Usage is the common one for us, but today we had a buyer who not only failed to add Commercial Usage for their advertisement, but massively under-ordered on word count. We basically need the client to pay almost double.
We’ve politely explained that they need to add the missing components in order for us to continue, and used the dispute center to request this. So it’s the usual drill… buyer has 48 hours to respond, otherwise the order cancels (I won’t harp on about how unfair this is, as it would be our second order like this in 5 days, and we have zero control over this).
My question is… this buyer has requested 24 hour turnaround. What would happen if, tomorrow, after the 24 hours of the order has passed, the buyer decides to pay the extra? Or if they simply declined the dispute? The order is then back open, and we’re then technically in ‘Late’ territory. Could they then cancel the order themselves, giving us a 1 star for ‘Seller Failed to Deliver on Time’? Our on-time delivery rating has been unblemished since the beginning, and we don’t want that to change!
I understand that this might be more of a question for Customer Support, but I thought I’d check here first.