Because the Scribendi system is self-serve for clients, they occasionally choose the wrong service. It's up to you, as the keen-eyed editor, to ensure that the service is correct. You do this by reporting a service change to Customer Service if the client has picked the wrong service for their document(s). 

The most common problem is a client ordering proofreading when what they want (according to their instructions) or what they need (according to the quality of their writing) is editing. 

The second most common issue is ordering our Book Editing service for things other than creative writing (novels, memoirs, general nonfiction, poetry, scripts, etc.) Most clients who get this wrong are English as a Second Language, and what they typically need is ESL Academic Editing. 

We also have a few services where you are required to compose a document, and you'll need to watch for these. For example, we have a Manuscript Critique service, and the deliverable here is not an edited manuscript but a short report about the issues the manuscript might have and suggestions for how to improve it. It's important that you don't provide an edit if a critique is what the client wants, and it's equally important that you report an upgrade if the client has ordered a critique but clearly hasn't read the description closely enough and is expecting a line-by-line edit. 

In these situations, please report the change needed to Customer Service via the "Report Issue" button and select WRONG SERVICE from the drop-down list. 

If we believe the client will object to the service change (e.g., the fee change is significant as a result), we may suspend the order to make contact with the client. If a change would significantly change the price on the client's end (e.g., a major increase in the word count), please do not edit the order until you receive confirmation from Customer Service. We have to confirm that a) the file is the correct file (clients sometimes upload the wrong file by accident) and b) that the client is willing to pay the additional fee for the additional words. The order will be unsuspended when we are sure the client is aware of the change. Otherwise, carry on with working on the order. 

If you want to complete this order, please do not reject the order while waiting for a service change. (If you don't want the order, of course, feel free to reject it.) If you're unable to do the order when the change comes in (or if we can't determine your availability at the time), we'll place the order back on the board so that it can be picked up and completed as quickly as possible. Of course, if the order is still on the board when you do get back online, you are welcome to pick it up again. 

Last Updated: 09/09/2022