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How to effectively handle delayed deliveries


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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?

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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 by uk1000
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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.

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Thank you for the great advice on managing timelines! I have an important question that many sellers, including myself, are struggling with.

Let’s say I deliver a project beforehand—maybe 1 day or 12 hours before the deadline. But, after 2 days, the buyer requests revisions, and the order status then shows as late by 2 days. In this case, what’s the best approach to manage it?

I usually ask my clients to extend the delivery time so I can work on the revisions, but what if the buyer refuses to extend the time?

Your suggestions will be really helpful to many sellers!

Thanks,
Momin

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On 10/5/2024 at 2:19 AM, Kesha said:

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?

Thank You @Kesha for your excellent timetable management tips!

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12 hours ago, dereck_s said:

A trick I've tried (only if they agree to it and understand what I'm doing) that I think works but don't actually know is that I've marked an order as delivered to trigger that additional few days of grace to help finish up a design between me and the client through messages.

It sounds a bit risky Fiverr-wise though, if it isn't complete enough when delivering and you want them to let the order complete so you can do the other revisions through the inbox. I'm not sure that it flags the order as a late delivery in the stats if it was just because revisions took it over the expected delivery date & time (it used to be that if it was delivered on time then even if it showed "late" in the order page after revisions that it would still be counted as an on-time delivery, but that might have changed).

I think it's easiest if everything is kept on the order page, and doing revisions that way, in case you/they need to check what happened on that order in future and what the deliveries were, which would be harder through the inbox if it was a long time ago. Though if the buyer did, some time after completion say they wanted a revision (and they still had free revisions left), then I'd send it through the inbox. We also need to be careful of what Fiverr might think is a partial delivery.

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On 10/5/2024 at 2:34 AM, 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.

Thanks a lot! ❤️@Kesha

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On 10/5/2024 at 10:08 AM, mominhassan911 said:

Thank you for the great advice on managing timelines! I have an important question that many sellers, including myself, are struggling with.

Let’s say I deliver a project beforehand—maybe 1 day or 12 hours before the deadline. But, after 2 days, the buyer requests revisions, and the order status then shows as late by 2 days. In this case, what’s the best approach to manage it?

I usually ask my clients to extend the delivery time so I can work on the revisions, but what if the buyer refuses to extend the time?

Your suggestions will be really helpful to many sellers!

Thanks,
Momin

Hi there! 

Thank you so much for your question. I would be happy to clarify this for you. 

As long as you submit the "final delivery" before the deadline the order will not be marked as late in our system. 

This means that even if the order goes into revision, it is still considered on-time.

I understand that the fact that it still shows up at "late" may be confusing but rest assured, it will not negatively impact your profile. 

I hope this helps.

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1 hour ago, Kesha said:

As long as you submit the "final delivery" before the deadline the order will not be marked as late in our system. 

This means that even if the order goes into revision, it is still considered on-time.

You mean posting a delivery using the "delivery" button? The final delivery might be the one after the 5th or 6th revision (if the buyer asks for that many). I assume you mean just sending a delivery (the first) using the "delivery" button will prevent the order being counted as late in the stats?

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On 10/5/2024 at 3:39 PM, dereck_s said:

So here's what I do. If it's a custom order

I put it for a way more time than I'd need, like 7 days if I only need 2 normally avoiding this situation. I tell them I marked it for additional time as a "just in case" they end up needing additional changes and a project like this normally only takes a fraction of this time. I tell them "This just helps make sure I'm not having to cut corners or rush on your design while allowing time in case anything comes up."

If they placed an order without talking to me.

When there's 2 days or less left on the project I remind them of the deadline. I also try to remind them that Fiverr requires there be a time limit not me and that I'd never leave them stuck with a design they didn't like otherwise they might think you're just trying to rush them. 

A trick I've tried (only if they agree to it and understand what I'm doing) that I think works but don't actually know is that I've marked an order as delivered to trigger that additional few days of grace to help finish up a design between me and the client through messages.

 

@dereck_s I appreciate you sharing your practices. 

Please be advised that sellers are not allowed to submit a delivery just to stop/reset the clock under any circumstance (even if a buyer agrees to it). This can be seen as a partial or false delivery which can result in an order cancellation and/or a warning.

Thanks!

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4 hours ago, Kesha said:

@dereck_s I appreciate you sharing your practices. 

Please be advised that sellers are not allowed to submit a delivery just to stop/reset the clock under any circumstance (even if a buyer agrees to it). This can be seen as a partial or false delivery which can result in an order cancellation and/or a warning.

Thanks!

Good to know, I'll make sure not to do it going forward.

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Thanks for suggesstion. I especially like these lines "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." Following this advice will be the best way to handle delayed deliveries.

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