caenan
July 21, 2015, 8:11pm
1
So I just had a job from a customer which started but I decided I could not finish with an acceptable quality so I cancelled and a full refund was issued. Problem is, this customer was still able to leave a public review despite never having completed a job and happened to lower the overall score.
What is the reasoning behind this “feature”?
11 Likes
Hey @Domenico_3 , I understand your concern.
The main reasoning behind this is to ensure that the hub is evaluated not only by the end result, but also by the process of the order flow. Previously you would only be evaluated by the prints that you have successfully printed and if someone just does not respond for ever and doesn’t keep promises on the deadline etc. and after a few weeks cancels the order , there were no consequences. The cases like yours aren’t why we have enabled those reviews , but I still feel that the balance is there.
In general , we felt that giving the Hub time to decide on whether to accept the order or not is enough of a indication that he can print it. I think this “feature” implements a bit of fairness to the marketplace. Don’t you think so?
5 Likes
caenan
July 22, 2015, 10:28am
3
Fair enough, appreciate the reply!
This is exactly how I feel this process should work. From a consumer standpoint, I’d certainly want to be able to give my honest opinion of the order was cancelled mid-print. As a service provider, knowing that a negative review would be likely if I canceled an order would ensure that I do not cancel an order once accepted unless absolutely necessary, and if I do have to I would work to make that process as painless and as understood by the customer as possible.
It sounds like the reasons you canceled the order were very good and honest, but it’s still disappointing when you are expecting a completed order soon and instead find that you have to start over with another provider. I would make sure to leave a reply reiterating why you felt you had to cancel. I’m certain that customers who are concerned enough about the reviews to read them will understand and appreciate your reasons and your honesty about the situation.
3 Likes
This doesnt help Hubs with customers who are completely new to 3D Printing and have unreasonable requests mid-print, from color/material changes to complete overhauls. If the hub then feels it cannot print the order, they suffer the consequences of an unruly client. Thus hurting the reputation of a so far flawless hub. A hub should be able to dispute a review or be able to omit a certain number of reviews…
3 Likes
