A judge has not delivered: your options

The short answer

If a judge has taken your payment and not delivered, you can cancel the order and take the money back once 24 hours have passed. Separately, the "Report a problem" link on the rating card opens a support ticket tied to that exact order.

Those are the two tools you have. This post is about using them in a sensible order, not about the general refund policy, which the refunds and cancellations post already covers.

First, check it is actually late

A human judge delivers when she has made your rating, and the time that takes is hers, not a fixed promise. How judge availability and turnaround work explains why that varies and what the site does and does not promise about waiting.

Before you decide an order is stuck, open My Collection and check the Ratings tab. That is where delivered verdicts land, whether you ordered text, audio or video. If it is there, nothing is wrong. What happens after you order a rating walks through the path from payment to delivery.

Cancel after 24 hours

Your Coin balance is charged at the moment you order, so while an order is open, that money is with the judge. The rule is that if she takes the money and never delivers, you can cancel and take it back after 24 hours.

Until the 24 hours are up, the cancel route is not open. That wait is the whole rule: it is not a penalty and it is not a reason to open a dispute early. Use the time to check My Collection once more, and look at the order’s card.

Cancelling is for a judge who has not delivered. It is a different situation from a judge declining, which closes the order and refunds you on her side, as the post on declined orders explains.

Report a problem, whatever the state

Every rating card carries a "Report a problem" link. It opens a support ticket already attached to that order, so you never have to explain which one you mean. You can use it whether or not the 24 hours have passed.

This post does not promise how quickly support replies or what the outcome will be, because the source copy does not say. What the link does guarantee is that the ticket is about the right order.

How to report a problem with an order covers what to put in it.

Keep your own record

Whatever the outcome, note what you ordered and when. The legal regimes differ, but the principle is common. In the EU, the rules on digital content say a trader is liable for any failure to supply it, and that a consumer can end the contract and be reimbursed the price if the trader still has not supplied it without undue delay or within the agreed time after a reminder.

That is a statement about the law in the EU, not a rule of this site. The site’s own rule is the 24-hour cancel above. If you want to know what the terms say beyond it, the refunds post sets that out.

If you just want a rating

Once the money is back, you can order again from another judge. How to pick your first judge is useful if the first choice went badly, and a rating from an AI judge is an option when you do not want to wait on a person.

What a good order record looks like

If you ever need to raise a ticket, three facts do most of the work: which judge, which medium and roughly when you ordered. Your Coin balance is charged when you order, so the date of the order is also the date the money left your balance.

Because the "Report a problem" link attaches the ticket to the order, you do not have to quote an order number to identify it. What helps is a short description of what you were expecting and what you see. Two lines are plenty. A long account of events adds little that the attached order does not already show.

It is also worth checking whether something else explains the silence. A judge who has declined will have closed the order and refunded you, so look at your balance as well as the Ratings tab. If the refund is there, the order is finished and there is nothing left to chase.

Telling a slow order from a lost one

Because there is no live status on a judge profile, a slow order and a stuck one look the same from your side for the first day. That is exactly what the 24-hour rule is for: it turns "I cannot tell" into a clear point at which you may act.

In practice, a reasonable pattern is to wait out the first 24 hours without worrying, check My Collection once before you do anything, and only then cancel or open a ticket. Cancelling early is not possible, and opening a ticket early is possible but gives support nothing more to go on than the order does.

If the order is a medium she took longer on, for example a video, remember the different media are not the same amount of work for her, which is also why each is priced separately. Text, audio, video or live call compares them.

Taken together: wait the first day, check My Collection, then either cancel or open a ticket. None of it needs you to argue, and none of it needs you to guess.