Q: What happens after I place an order?
A: Payment is collected and held in escrow. The artist receives a notification and must accept your order before work begins. Once accepted, the order moves through statuses: Submitted → Accepted → In Progress → Review → Delivered → Confirmed.
Q: What is the order status pipeline?
A: Pending Payment → Submitted → Accepted → Work In Progress → Review → Pending Delivery → Confirmed. Side statuses: On Hold (artist pause), Canceled, Disputed, and Refunded.
Q: How long does an artist have to complete my order?
A: All orders have a maximum deadline of 90 days from acceptance. Artists must communicate proactively if they anticipate delays. If the deadline passes without delivery and no extension is agreed, you can request a full refund.
Q: What do I do when my commission is delivered?
A: Review the work and confirm it through the order interface. You have 7 days to confirm or open a dispute. If you take no action, escrow is automatically released to the artist.
Q: Can I request revisions?
A: Revisions are governed by the artist’s commission terms. If no revision policy is stated, minor adjustments to the agreed brief are generally reasonable. Revisions must be requested before delivery is confirmed.
Q: What is “On Hold” status?
A: An artist can place an order On Hold to pause work temporarily — for illness, emergencies, or unexpected circumstances. As a buyer you can request cancellation while on hold, subject to partial-work refund rules.
Q: How do I track my orders?
A: Go to /orders to see all your orders. Each shows its current status with a visual progress bar. Click any order for the full detail view.
Q: Can artists manage orders from a dedicated view?
A: Yes — the Artist Studio at /studio is a dedicated workspace showing the commission queue with filter tabs and a detail panel.
Q: How do I provide my commission brief when placing an order?
A: When you place an order, you’ll fill out the commission brief — describing the character(s), pose, references, style requirements, and any special instructions. This brief becomes the binding scope of the commission.
Q: Can I attach reference images to my order?
A: Yes. Reference images can be uploaded as part of your commission brief or sent through the order comment thread. Clear references lead to better results.
Q: What is the order comment thread?
A: Each order has an integrated comment thread where you and the artist can communicate. Artists can attach work-in-progress images here. The thread is private between you, the artist, and platform staff.
Q: Can an artist decline an order after it’s placed?
A: Yes. Artists must explicitly accept orders before work begins. If an artist declines, you receive a full refund. This is why discussing complex or sensitive commissions before placing an order is recommended.
Q: What happens if the artist accepts my order but then stops responding?
A: Try reaching them through the order comment thread. If there’s no response and the deadline is approaching or has passed, open a dispute. Your money is protected in escrow.
Q: Can I cancel an order once it’s been submitted?
A: You can request a cancellation. If work hasn’t started (Submitted or Accepted but not In Progress), you’re entitled to a full refund. If work has begun, partial refund rules apply.
Q: Is there an order history I can review?
A: Yes. All past and current orders are accessible at /orders. Filter by status (Active, Delivered, Disputed, Completed) to find specific orders.
Q: What is the order timeline?
A: Each order has an append-only timeline recording every status change with a timestamp and notes. It’s a complete audit trail of the commission’s history, visible to both parties and staff.
Q: Can I leave feedback for the artist during the commission?
A: Communicate through the order comment thread during the commission. Formal reviews are left after the order is confirmed complete.
Q: What if the artist delivers something completely different from what I asked for?
A: If the delivered work doesn’t materially match your agreed commission brief, open a dispute before confirming the order. Provide the original brief, relevant communication, and the delivered file as evidence.
Q: Can I place multiple orders with the same artist at once?
A: As long as the artist has open commission slots, yes. Each order is managed independently.
Q: What is “Pending Delivery” status?
A: Pending Delivery means the artist has marked the order as delivered and it’s waiting for your review and confirmation (or dispute). This triggers your 7-day window to act.
Q: What happens after I confirm an order?
A: Confirming triggers escrow release to the artist. You’ll then be prompted to leave a review. Once confirmed, the transaction is final — no refunds are available after confirmation.
Q: Can an order deadline be extended by mutual agreement?
A: Yes. If both parties agree, a deadline extension can be noted in the order comment thread. The 90-day absolute maximum cannot be extended, but if you’re within that limit, a mutual documented extension is acceptable.
Q: What happens if an artist misses the 90-day deadline?
A: You’re entitled to cancel the order and receive a full refund. Open a dispute if the artist is unresponsive. Staff will process the cancellation and refund from escrow.
Q: Can I download a PDF summary or export of my order?
A: A formal PDF export for orders isn’t currently a built-in feature. Your order detail page shows the full history. Contact support@fursonasfactory.com if you need documentation for a specific purpose.
Q: Is there a way to star or flag orders I need to follow up on?
A: Order flagging or starring for personal tracking isn’t currently a feature. Use the filter tabs in your orders list to organize by status (Active, Delivered, Disputed, Completed).
Q: Can I archive completed orders so they don’t clutter my orders view?
A: Completed orders are automatically moved to the Completed filter tab. They don’t disappear from your history — they’re organized by status so your active view stays clean.
Q: What should I do if a WIP image the artist sent looks completely wrong?
A: Address it in the order comment thread immediately — give clear, specific feedback. Don’t wait until delivery to raise concerns. Catching misalignments early is much easier to fix than after the full piece is done.
Q: Can a Buyer change their commission brief after the order is accepted?
A: Minor clarifications are fine through the comment thread. Significant scope changes after the order is accepted are at the artist’s discretion — they may agree to the change, or they may note it could affect the price or timeline. Major scope changes should be discussed before reordering.
Q: What happens to my slot count during a dispute?
A: A disputed order holds its commission slot until the dispute is resolved. If the dispute results in a refund/cancellation, the slot is restored. If it’s resolved in the artist’s favor, the slot is freed after the order closes.
Q: Can I see the full order comment thread history even after the order is complete?
A: Yes. Completed order comment threads remain accessible in the order detail view. The record doesn’t disappear after completion.
Q: What is the order detail page and what does it show?
A: The order detail page shows the full commission brief, all status transitions with timestamps, the complete comment thread with any attached files, the current escrow status, and the dispute status if one has been opened.