Elanced Help: Frequently Asked Questions

From funds in your Elanced Account. You can manually pay the fee before 30 days has passed from invoice date if you have sufficient funds in your Account. After 30 days, when the fee becomes due, the amount will automatically be deducted from your Elanced account.
From an existing credit card. If you have a credit card on file, you can use it to pay the fee before 30 days has passed from invoice date. (If you are using a credit card to pay subscription or transaction fees, you do NOT need a PIN.)
A buyer can send payment through the Billing and Payment System. The Transaction Fee will be automatically deducted from the payment before the remaining funds are deposited into your Elanced Account.

Can I pay the Transaction Fee before 30 days?
Yes. Since payment of the transaction fee is required for the project amount and feedback to be recorded in your Profile, you can pay the fee at any time as long as you have sufficient funds in your Elanced Account. To do this, click Pay Now next to the relevant fee in the Scheduled Transactions section of the Account page.

What if I don't pay a Transaction Fee?
If you don't pay a transaction fee, the project amount and any feedback related to that project will not be counted in your Profile. If you don't pay the fee within 15 days of its due date, your Account will become delinquent and you will be unable to bid on projects.

How much does it cost?	View all Questions

Buyers can post projects in the Basic marketplace free of charge. To post projects in the Select marketplace, a $25 posting deposit is required. This $25 is charged only if the project receives more than five bids and goes unawarded for 30 days. Elanced generates revenue through subscription fees and a 8.75% Transaction Fee charged to service providers (The 8.75% fee applies to projects posted after January 8, 2003. For projects posted before January 8, 2003, subscribers will pay a 5% fee). For repeat projects posted by Service Providers on behalf of buyers through the Submit Repeat Project link in Selling Activity will be charged a 4.75% Transaction fees. (The 4.75% fee applies to projects posted after January 8, 2003. For projects posted before January 8, 2003, subscribers will pay a 5% fee). For all projects posted after January 8, 2003, there is a cap of $5,000 on the total transaction fee charged to a service provider on an individual project.

Service providers can subscribe to bid on projects in the Basic marketplace, or subscribe to Select to get exclusive access to higher value projects, buyers who provide a deposit and prominent placement in service provider listings.

Elanced provides features like the Work Space file-sharing system and a global Billing and Payment system free of charge to all members.

How much does a subscription cost?

How does Elanced work?	View all Questions

Elanced is a full online platform for professional service needs. Buyers seeking services post their project in the Marketplace, and service providers bid to do the work. Buyers choose a service provider based on bids, profile information, work samples, and Feedback ratings from previous Elanced buyers. Public and private message boards help assure full confidence in both parties before the project begins. After a bid is accepted, the buyer and service provider can then use Work Space to communicate, schedule deadlines, exchange files, and deliver the final product. Once a project is complete, the service provider invoices the buyer through Elanced and buyers can use Elanced Billing and Payment to send payment to service providers around the world. Both buyer and service provider then enter Feedback ratings, shown on their respective profile pages.

How do I pay the Transaction Fee?	Top

A transaction fee can be paid in the following ways:

From funds in your Elanced Account. You can manually pay the fee before 30 days has passed from invoice date if you have sufficient funds in your Account. After 30 days, when the fee becomes due, the amount will automatically be deducted from your Elanced account.
From an existing credit card. If you have a credit card on file, you can use it to pay the fee before 30 days has passed from invoice date. (If you are using a credit card to pay subscription or transaction fees, you do NOT need a PIN.)
A buyer can send payment through the Billing and Payment System. The Transaction Fee will be automatically deducted from the payment before the remaining funds are deposited into your Elanced Account.

Before I can bid on a project, what must I do?	View all Questions

To bid on a project on Elanced, you must have a service profile in the subcategory in which the project is posted. For example, if a project is posted in Graphic Design: Logos, you must have a logo profile. Simply having a profile in the Graphic Design category or in another Graphic Design subcategory will not allow you to bid on the project. For some subcategories, such as most design categories, you will also need to have a portfolio attached to your profile. If the project is a Select, you will also need to be a Select member to bid on the project.

Profile Help
Select Service Provider FAQ

Before I accept the project, what should I do?	View all Questions

Before you accept the project, Elanced recommends that you use the Business Terms process to finalize project details. Using the Business Terms step, confirm the following:

Project Scope . Document the work that needs to be completed, what you will deliver during and at the end of the project. Specify all details, i.e., system requirements, additional services or materials not included in original bid, materials or information you will need from the buyer.
Buyer Expectations . Discuss what performance criteria is most important to the buyer, i.e., deadlines, frequent communication, as well as how the buyer will evaluate your performance and deliverable.
Milestones and Payment . Schedule the key deliverables, payment expected at each deliverable and feedback or materials you will need from the buyer before beginning each phase of the project
Delivery Schedule . Define expected dates of delivery for each milestone and the final project. Factor in additional time to allow for unexpected changes or circumstances.
Payment Terms . Specify how payment should be made. If you want to be paid through Elanced, make sure the buyer has authenticated his credit card through Elanced.
Dependencies . Indicate up-front any dependencies that will affect your delivery schedule or price. These may include receipt of payment, holidays, speed of feedback from the buyer.

Process for Scope Changes . Determine whether changes to project scope will be allowed and how they will be handled. You may decide to use the Change Order process on Elanced.

What is Feedback?	View all Questions

Having a positive feedback record is crucial for success in the Elanced marketplace. Buyers use feedback ratings to help them select service providers.

Feedback also determines how a service provider is featured in the Elanced marketplace. Each service provider has a cumulative rating -- 1 to 5 stars. Buyers are not rated with stars, although service providers can leave comments after the transaction. A service provider's overall rating is based on a weighted average of all feedback ever given, adjusted to count higher value projects more toward the overall rating.

Service providers are featured in the marketplace according to their recent (last 6 months) feedback reviews from Elanced projects. The higher the total value of recent projects, the more prominently the provider is featured. Recent overall feedback rating and earnings are also displayed.

New providers - those that have become Elanced subscribers in the last 90 days - are identified with a "New Provider" icon, displayed in the feedback column.

Feedback statistics will reflect projects for which the service provider has paid Elanced the transaction fee. For more information, see Feedback Help.

What is the "New Provider" icon?
The New Provider icon helps buyers identify service providers who recently became subscribers on Elanced and therefore may not have feedback. The icon appears for the first 90 days of the service provider's membership and automatically disappears after this time period.

Is a credit card required?	View all Questions

One of our top concerns at Elanced is maintaining the safety and security of the marketplace for all of our users. Providing verification of identity helps Elanced maintain this level of integrity. Before you post a project, Elanced asks that you verify your identity by providing a credit card. If you are posting in the Basic marketplace, no charge is made to your card. If you are posting in the Select marketplace, Elanced authorizes your card for a $25 deposit, which is only charged if you do not select a winning bid after receiving five or more bids. Elanced waits 30 days before charging the $25 to provide time to award the project.

Elanced does not automatically charge your card to make payment to service providers. Only the buyer can initiate such payments. For more information, see Billing and Payment Help.

Providing your credit card has the added advantage of registering you to use Elanced's payment system, which enables you to send payments to service providers anywhere in the world.

How do I know a service provider is qualified?	View all Questions

Elanced offers buyers many ways to evaluate service providers. The Elanced Market Maker team constantly monitors the site for quality and helps you choose a service provider and complete your project.

Here is a summary of some of the features available to buyers:

Use service provider Profile Pages to read about experience, certifications, and work samples.
The Elanced Feedback system shows past performance, with an easy-to-read star rating system and comments from previous buyers.
Elanced Trust Partnerships with US Search and SquareTrade also help ensure quality of service providers. US Search verifies the credentials of a service provider in the form of a verification icon in the service provider's profile. SquareTrade membership represents the service provider's commitment to customer satisfaction, professional standards and using a mediator to resolve any disputes. Service providers who are members of SquareTrade display the SquareTrade seal in their profile, while those who have verified credentials display the US Search icon.
Communication via the private message board will help you evaluate the qualifications of a service provider. The private boards are available when you post a project and receive bids and are located next to each bid.

What are my obligations once I post a project?	View all Questions

If you have posted the project in Select, the refundable $25 posting fee will be in effect. If you award the project within 30 days or receive fewer than 5 bids, we will not charge the fee to your credit card. When you do choose a service provider, you should reach an agreement regarding payment and project requirements. If the service provider delivers the work, you must pay the service provider according to the agreement but only when the service provider sends an Invoice through Elanced. As per the Terms and Conditions, buyers agree to only pay Invoices received through Elanced. There is no deposit required to post a project in the Basic marketplace.

How do I pay the service provider for my project?	View all Questions

You decide payment schedule and terms with your service provider. For your convenience, Elanced offers a secure Billing and Payment system that lets you pay any Elanced service provider — anywhere in the world — quickly and easily, by credit card, check, or wire transfer. You simply deposit the money into your Elanced account, and Elanced transfers it to the service provider. There is no charge to the buyer to use the system. Service providers are charged a Transaction fee Fee — 8.75% for all projects posted after January 8, 2003. For projects posted before January 8, 2003, all subscribers will pay a 5% fee — which can be automatically deducted from funds sent through the Billing and Payment system.

Note: Payment should be made only for invoices received through Elanced.

What if I have a dispute?	View all Questions

Recognizing that disputes may arise due to miscommunication and can often be resolved between the parties, Elanced recommends the following steps to avoid disputes:

Maintain open lines of communication. Be clear about your expectations and check in frequently with the other party. Do not leave anything to assumptions.
Discuss project expectations, payment terms and work schedule before the project begins or payment is made. Make sure to explicitly state all assumptions for project requirements, such as delivery schedule, revisions, support and payment schedule.
Ask for full contact information of the other party once a bid has been selected.
Get the agreement in a written document or on the Private Message Board. Elanced offers a sample contract.
Document any changes to scope, timing or payment in writing, either through a contract addendum or on the private message board.
Send/receive payment in installments, as key milestones are met. Have both parties sign-off on the milestones via the Private Message Board so that a record is maintained.

In the unlikely event that you do encounter a dispute, you can follow these steps:

Try to contact the other party again. They may not be responding for legitimate reasons or a problem may have risen due to miscommunication.
If this approach is not effective, contact investigations@elanced.com and provide complete details about the project and the dispute. Our Elanced Investigations Team will contact the other party to try to re-establish lines of communication and reach a quick resolution.
Elanced will also refer you to a certified dispute resolution service and recommend that you involve a mediator to help you reach an agreement.

If you are involved in a dispute involving feedback, please refer to Elanced Feedback Removal Policy to find out in what circumstances Elanced will consider removing feedback. In cases where the feedback does not violate any of the stated policies, Elanced will consider removing feedback if presented with a ruling or settlement from a certified dispute resolution service. Learn more

For more information, see Elanced Dispute Resolution Help.

Why do I need to authenticate my credit card?	View all Questions

While authentication is not something most people commonly encounter using their credit cards on the internet, for security purposes we need to take the extra authentication step. Because our system is transferring funds between two parties, users must go through this additional step to protect all parties against fraud.

Read below for the complete authentication process.

What are the Authentication PINs?	View all Questions

The Elanced authentication PINs (Personal Identification Numbers) are a required method of authentication for any user, regardless of location, who wants to use their credit or debit card to fund their Elanced Account and send payments to other users. The PINs are not required to pay transaction fees or subscription fees by credit card.

Elanced has changed its credit card authentication process. We no longer issue PINs, but use randomly chosen dollar amounts as outlined below. You can now authenticate your credit card electronically, by following these easy but essential steps:

Go to your Elanced Account page and click Enter New Credit Card. Enter your credit card information and check the "Authentication" checkbox.
Your card will be charged two separate amounts, each less than $2.00. THIS IS NOT A FEE. Once your card is authenticated, these amounts will be credited to your Elanced Account.
Contact the bank that issues your card. Tell them that you are authenticating your credit card with Elanced, and that Elanced has billed your card two separate amounts of less than $2.00 each. Tell them you need these amounts to complete the authentication process. Ask them to give you the two amounts billed. Save these numbers; you will need to enter them on the Elanced site.
Log on to My Elanced and go to your Account page. Click the Confirm Authentication link next to the credit card icon. Enter the amounts you were given from the bank that issues your card. Your card is now authenticated.

After Authentication: Unlimited credit card payments through the secure Billing and Payment system. For more information, see Authentication PIN Help.

Note: Credit or debit card payments can be made by Elanced users living in the U.S, U.K., Canada and Germany. Other Elanced users can send payments via wire transfer or check.

How do I cancel my subscription?	Top

If you decide to cancel your subscription, cancellation will go into effect at the end of your present billing cycle. No refunds can be given. Your cancellation request will be effective within 3 business days of receipt of your request. Elanced will send you an email confirmation once your subscription has been cancelled. You will not be liable for any additional subscription fees after your cancellation is effective. Additional fees may apply if you decide to resubscribe at a later date.

Online Cancellation
You can cancel your subscription online by accessing My Elanced. To do so, login to My Elanced and click "Manage Subscription" link. Then click the "Cancel Subscriptions" link located on the Subscription Status page. You will be asked to choose the subscriptions you want to cancel.

Cancellation by Email, Fax or Phone
To cancel your subscription, please send the information below to us via email (service@elanced.com), or certified mail at:

Elanced, Inc
PO Box 44134
Burnaby, BC V5B 4Y2
Canada
Re: Subscription Cancellation

Cancellation goes into effect at the end of your present billing cycle. No partial refunds can be given. There is no Elanced cancellation fee.

Please include your full name, your Elanced username, phone number and address. Please detail the nature of your request: How many subscriptions you wish to cancel (please specify Basic or Select). If Select, name which categories. The current term (Monthly, Quarterly, Yearly) of each subscription you would like to cancel.

Additionally, for account security purposes, please provide the following: the LAST FIVE DIGITS OF THE CURRENT PAYMENT METHOD USED FOR THIS ACCOUNT (For your security, write only the last five digits. If you are paying by your Elanced Account, please specify the latest activity to your Elanced Account.) and A PRINTOUT OF YOUR SUBSCRIPTION DETAILS PAGE (only if you are cancelling via fax or certified mail)

Your cancellation request will be effective within 3 business days of receipt. Elanced will send you an email confirmation once your subscription has been cancelled. You will not be liable for any additional subscription fees after your cancellation is effective.

Please note that we will not be able to process cancellation requests unless all of the above information is provided.

Users should be aware that Elanced is not responsible for refunds due to lost mail or delays caused by postal mail. You may also contact Elanced Customer Service from 10am to 7pm EST at 604-771-8804.