Ask for more time, offer an extra or ask a question during an order.

Things change during an order. Sellers have three tools, and the buyer always decides: ask a question (the delivery clock pauses until the buyer answers), ask for more time (the due date moves only if the buyer accepts), and offer an extra (more scope for more money, paid into the same order). Find them in the order's action menu.

Before you start

• The order must be in progress, not completed, cancelled or under review.
• Sellers: ask early. Requests made before the due date protect your on-time record.

Steps

1seller: Ask a clarifying question

Choose Ask the buyer a question, write Your question and choose Send question. The order shows "Clock paused until answered". You can ask up to 2 questions per order.

2buyer: Answer the question

The top card shows the seller's question. Type Your answer and choose Send answer. The clock runs again from where it stopped.

3seller: Ask for more time

Choose Ask for more time. Pick How many extra days? (up to 30), check the New due date, and explain Why do you need more time?. Choose Send request.

4buyer: Accept or decline more time

You see the extra days, the current and new due date, and the reason. Choose Accept new date or Decline. If you don't answer within 48 hours, the request expires and the date stays the same.

5seller: Offer an extra

Choose Offer an extra. Fill in What's included in the extra?, the Extra price (at least the minimum shown), optional Extra days, and a note. Choose Send extra.

6buyer: Accept & pay or decline the extra

The card shows the extra, its price and any new due date. Choose Accept & pay to add it, or Decline. Accepted extras are paid into the same order and become part of the delivery.

What happens next

Every answer is recorded in the order's Activity. If the buyer accepts more time or an extra with days, the due date updates. If they decline or don't answer, the order stays exactly as it was. The seller can Withdraw request or Withdraw extra before the buyer answers.

Troubleshooting

• "Request blocked." You can't ask for changes on a completed, disputed or cancelled order.
• "Pick between 1 and … days." Choose a number within the allowed range.
• "The price is below the minimum." Raise the extra's price.
• The buyer didn't respond to my extra. It expires after 3 days. Message them, or continue with the original scope.
• The buyer refused more time and I'll be late. Deliver what you can by the due date and communicate. Late orders can be cancelled by the buyer for a full refund.

Good to know

• Questions, time and extras are cards that both sides see, so there's never confusion about what was agreed.
• Extras use the order's currency and the price is locked once paid.
• Contracts are different: on project contracts, use Propose a change to the contract instead. See how contracts work.

Tip: Ask for more time as soon as you see a delay, with an honest reason. Buyers usually say yes to clear, early requests.

Note: Buyers never pay for anything they didn't accept. A declined or expired request leaves the order unchanged.