How to effectively handle delayed deliveries

[Kesha]

Delivering orders on time is a crucial part of providing great customer service and maintaining strong metrics on the platform. However, we understand that life happens, and sometimes situations beyond your control may negatively impact your ability to deliver on time. Maintaining professionalism and transparency while communicating with your client can help preserve the relationship, mitigate the situation, and protect your metrics when something unexpected occurs. Here are some best practices for situations where you may need to delay the delivery time:  

Notify your client immediately: Inform the buyer as soon as you suspect there may be a delay, rather than waiting until the last minute or they reach out wondering about the status. It’s important to be proactive and let them know early as this will showcase your commitment to transparency and will allow them to adjust their expectations and plans accordingly. 

When notifying your buyer, provide an explanation but keep it concise. Avoid getting into any unnecessary detail that may overwhelm or confuse the client. A simple mention of technical difficulties, personal emergencies, or unforeseen circumstances will do. 

Assess the impact: It’s not enough to simply let your buyer know that the order will be late. Include also an updated delivery timeline. Be sure that the new projected date is realistic and achievable. It's better to provide a deadline you're confident you can meet rather than also missing the second deadline.

Further, if possible, suggest any solutions or workarounds that could minimize the impact of the delay. For example, if certain parts of the project can be delivered earlier or in stages, offer these options to the client.

Request an extension: If you need more time to deliver, formally request an extension from the customer. Explain why the extension is necessary and how it will help ensure the quality of the final deliverable. This request shows that you're taking proactive steps to manage the project effectively.

Maintain clear communication: Your goal should always be to reassure your client of your commitment to deliver quality work. During the delay, emphasize that you are taking all possible measures to resolve the issue promptly. Encourage your buyer to reach out if they have any questions or concerns, so you can work together to find mutually acceptable solutions. 

Ensure that all communications regarding the challenge and any agreed-upon changes to the project timeline or scope are well-documented through Fiverr's messaging system. This creates a clear record of the situation and any adjustments made to the project.

We understand that you can’t plan your life perfectly every time. When navigating unforeseen circumstances, it’s important to handle them in a way that protects your client relationship and your reputation on Fiverr.

Visit the Seller’s Communication Hub for templates and best practices for navigating tough situations with clients. 

What are some of the strategies or steps you find to be helpful when running behind on orders?

[uk1000]

16 minutes ago, Kesha said:

Further, if possible, suggest any solutions or workarounds that could minimize the impact of the delay. For example, if certain parts of the project can be delivered earlier or in stages, offer these options to the client.

You mean as posts on the order page, not as actual deliveries (which would be partial deliveries and get a warning if done that way)?

Though I thought we weren't really supposed deliver parts of the project (eg. some of the completed files, in posts), before the actual delivery. That way the buyer could get 9/10ths of the order and then cancel the order and then keep what they have (even though they wouldn't have the rights to it).

Posting some of the completed work on the order page before the 1st delivery could also complicate revisions, as they might then keep asking for revisions on the ones posted, which couldn't be done using Fiverr's "revision request" option (until the 1st complete delivery was done), so Fiverr wouldn't keep count of those revisions and they could use up more than the allowed free revisions before Fiverr starts a count, and then ask for more (including of the other files in the delivery) once the 1st complete delivery has been made. It could also delay the 1st actual delivery (all files) if they keep asking for revisions on the files posted on the order page before that 1st complete delivery.

Edited 1 hour ago by uk1000

[Kesha]

17 minutes ago, uk1000 said:

You mean as posts on the order page, not as actual deliveries (which would be partial deliveries and get a warning if done that way)?

Though I thought we weren't really supposed deliver parts of the project (eg. some of the completed files, in posts), before the actual delivery. That way the buyer could get 9/10ths of the order and then cancel the order and then keep what they have (even though they wouldn't have the rights to it).

Posting some of the completed work on the order page before the 1st delivery could also complicate revisions, as they might then keep asking for revisions on the ones posted, which couldn't be done using Fiverr's "revision request" option (until the 1st complete delivery was done), so Fiverr wouldn't keep count of those revisions and they could use up more than the allowed free revisions before Fiverr starts a count, and then ask for more (including of the other files in the delivery) once the 1st complete delivery has been made. It could also delay the 1st actual delivery (all files) if they keep asking for revisions on the files posted on the order page before that 1st complete delivery.

You bring up some great points!

If you and your client agree that you'll first deliver part of the project to accommodate a delayed timeline, it shouldn’t be submitted as the final delivery.

Keep in mind that this is just a suggestion and may not work for every project or service. Sellers should assess what is feasible and clearly communicate the terms and any disclaimers to the buyer, and get their agreement before moving forward.