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Welcome to our Help Centre!
Find answers to our most commonly asked questions

Customer FAQs

Buyers

If the seller has delivered some of the work to you and you haven’t requested changes using the ‘Request changes/cancel order’ button, then after 3 days our system will automatically mark your order as completed. This doesn’t prevent you from continuing to liaise with the seller on your order or request further changes.

If the seller doesn't respond, your order is already late or you are otherwise unhappy with the work provided then please contact our Customer Support team who will be happy to help. You can contact our customer support team at any time by clicking the 'submit enquiry' button above, or via the 'Contact Us' button on the fivesquid homepage.

 

You can request mutual cancellation of your order using the steps below:

  • Log in to the Buyer section of your fivesquid account
  • Go to ‘My Orders’
  • Select the order you wish to cancel
  • In the order conversation box click on ‘Cancel order’

If the seller accepts your request for a mutual cancellation then the order will automatically be cancelled within two days. At the point of cancellation, your payment will also be refunded to your fivesquid balance.

Please note that once your order has been marked as completed, you can no longer request a mutual cancellation. In that event please contact our Customer Support team for assistance using the 'submit enquiry' button above. 

All orders must be placed and paid for in advance through fivesquid. Please don't be tempted to pay a seller directly using any method other than by placing an order through the fivesquid order page. If a seller asks you to use an alternative payment method, please report this to our Customer Team as soon as possible. The fivesquid Service Guarantee is not valid for any off site activity and you won't be covered for work you are unhappy with. Keep yourself covered and keep things on fivesquid.

Wherever possible, we encourage buyers and sellers to resolve any order-related disputes between themselves. However, our Customer Support team will usually be happy to cancel an order in any of the following circumstances:-

 

Active orders

  • The buyer or seller is being unresponsive
  • The seller is no longer active on fivesquid
  • The buyer or seller is being abusive
  • The buyer or seller is using copyright or trademark infringing material.

 

Delivered orders

  • The seller has delivered the order late
  • The seller has delivered nothing at all
  • The seller has not delivered the work specifically requested (or proof of delivery where required) or the work delivered does not meet the brief provided by the buyer
  • The buyer has requested an unreasonable* number of revisions (*our Customer Support team will exercise their discretion in deciding whether the number of revisions requested is unreasonable/excessive).
  • The buyer is refusing to accept the work delivered or requesting revisions for reasons of personal preference, rather than because the work doesn’t meet the buyer’s brief.  
  • The buyer has request revisions but the seller is not responding.

 

If you're a buyer seeking to cancel your order and claim a refund, please contact our Customer Support team who will do their best to help. Please avoid filing a claim with your payment provider e.g. PayPal. This is likely to result in delays resolving your claim and may result in suspension of your account while we look into your claim.

 

Once your order has been marked as completed, you can no longer request a mutual cancellation. You can however contact our Customer Support team who may be able to cancel your order for you, provided you contact them within 14 days of your order being marked as completed. This is because there is a clearing period for payments released by us to the seller following order completion. After the period of clearing, it may be very difficult for us to retrieve the payment and offer you a refund.

Please note: If you’re seeking cancellation of an order and a refund, it is important that you contact our Customer Support team as soon as possible after your order is delivered. We will not consider cancellation and refund requests that are made several weeks or months after an order has been completed.

Any unusual/suspicious behaviour on the part of the seller should also be reported as soon as possible
e.g. asking for direct payment outside of fivesquid, or requesting a positive review before any work has been delivered. You can contact our customer support team at any time by clicking the 'submit enquiry' button above or via the 'Contact Us' button on the fivesquid homepage.

 

Our Service Guarantee means that you are 100% protected when placing an order through fivesquid. When you place an order and make payment, we hold on to your payment until the seller delivers their service to you in full and your order is marked by our system as completed; only then is payment released to the seller. If the seller fails to deliver their service successfully and in full, they may be suspended from the site and their services will be removed.

We encourage buyers and sellers to communicate with each other regularly throughout the course of an order. Just bear in mind that the seller may be working on a large number of orders at the same time so it may be difficult for them to respond to you immediately.

If the agreed delivery date for your order has passed or you have waited more than one working day for the seller’s response, then you can ask our Customer Support team to contact the seller on your behalf.You can contact our customer support team at any time by clicking the 'submit enquiry' button above or via the 'Contact Us' button on the fivesquid homepage.

If delivery is overdue and you don’t wish to wait any longer for a response, then you can request mutual cancellation of the order. Just click the ‘cancel order’ button that appears on your order page. You can then find another seller to do the work for you.

When an order is cancelled, your payment is automatically refunded to your fivesquid balance. You can then use your balance to purchase other services on fivesquid. If you would prefer to have the funds returned to your bank account or PayPal account, just contact our Customer Support team and ask them to issue a full refund to you. You can contact our customer support team at any time by clicking the 'submit enquiry' button above, or via the 'Contact Us' button on the fivesquid homepage.

It’s free to join fivesquid and we don’t charge any ongoing membership fees. If you are a buyer, you will however incur an administration fee on every purchase you make on the site (unless you pay using your fivesquid balance). The fee is added to the purchase price when you place an order on the site. So for example, if you buy a service that costs £5, you'll pay an additional 40p on top of that.

For more information on the administration fee and how it is applied, please visit the following link: https://www.fivesquid.com/administration-fee

 

The refund amount credited to your fivesquid balance won’t include the admin fee you paid. However, when you use your balance to purchase another service on the site, you won’t be charged the admin fee again as you will have already paid that.

When you are ready to place an order, then provided the service price is less than or equal to the amount available in your fivesquid balance, you’ll be given the option at the checkout to pay using your balance. You cannot however use your balance to make part-payment for a service that costs more than your available balance.

If you have a specific project that you would like one of our sellers to undertake, but you can’t find the right service on our website, you can post a Request using the following steps (and it’s free!):

  • Log in to the Buyer section of your account
  • From the dropdown menu, select ‘Post a Request’
  • Complete all the required information about your task/project
  • Click ‘Publish & Continue’.

What happens next?

Once our team has approved your request, it will be available for our sellers to see and respond to. You'll then get an email notification from us letting you know when a seller has expressed an interest in undertaking your project. You can view your quotes and select your preferred seller by logging into the Buyer section of your account and selecting ‘My Requests’.


Click here for our top tips on posting a service Request.

Once an order is completed, we encourage buyers to leave a short review of the service they received. Your feedback will allow other buyers to make an informed decision when choosing a particular seller. It also gives sellers an incentive to provide a high quality service and holds them accountable for the work they deliver.

You cannot change or remove a review yourself, but you can contact our Customer Support team who will be happy to make any changes for you. You can contact our customer support team at any time by clicking the 'submit enquiry' button above, or via the 'Contact Us' button on the fivesquid homepage.

 

Unless the seller clearly states otherwise in their service description, the work delivered to you by the seller includes the transfer of all intellectual property rights, including copyright, in the work delivered and in any mock-ups produced in the course of the order. This is subject to you making payment in full for the service provided.

Absolutely. Make sure you’re logged in to your account then click the heart icon next to the service you’d like to save; it will automatically be saved to your default list. In your profile drop down menu, 'Stuff I like' will take you to your lists. You can create folders and set up your default list.

You can request mutual cancellation of your order using the steps below:

  • Log in to the Buyer section of your fivesquid account
  • Go to ‘My Orders’
  • Select the order you wish to cancel
  • In the order conversation box click on ‘Cancel order’

If the seller accepts your request for a mutual cancellation then the order will automatically be cancelled within two days. At the point of cancellation, your payment will also be refunded to your fivesquid balance.

Please note that once your order has been marked as completed, you can no longer request a mutual cancellation. In that event please contact our Customer Support team for assistance using the 'submit enquiry' button above. 

Only PRO Sellers can offer recurring or subscription services. If there’s a seller you like, you can always encourage them to upgrade to PRO! You can see if a seller is a PRO Seller as the word PRO will be displayed after their name and feedback rating on their profile and service pages.

This depends on when you placed the original order. If you placed the order on or before the 28th day of the month, the payment will be taken on that day each month and a new order for that service will be created once the payment has been processed. For example:

  • 1st payment taken on 10th April
  • 2nd payment taken on 10th May
  • 3rd payment taken on 10th June
  • 4th payment taken on 10th July
  • and so on, until you cancel.

If your payment was placed on 29th, 30th or 31st the following and subsequent payments will eventually be taken on the 1st of the following month and your new order automatically created. For example:

  • 1st payment taken on 30th April
  • 2nd payment taken on 30th May
  • 3rd payment taken on 1st July
  • 4th payment taken on 1st August
  • and so on, until you cancel.

You’ll notice it looks like a payment for June was skipped, but in fact it’s just the banking system getting your payments to the 1st of the month.

This depends on when you placed the original order. If you placed the order on a Monday, the next payment will be taken on the following Monday and each Monday thereafter, until you cancel the subscription.

Simply login to your account, click orders under the buyer tab, find the relevant order and click cancel subscription. You’ll need to confirm you want to cancel and that’s it. Please note that by doing this you have only cancelled the on-going subscription. The current order is still in progress. To cancel this order open the order and click cancel order to agree a mutual cancellation with the buyer.

 

To cancel existing order that is part of a subscription.

Like you would any other job click on the job from my orders then click cancel order - this pops up the message for a mutual cancellation.  Please note that by doing this you have NOT cancelled the subscription. To cancel the subscription you need to login to your account, click orders under the buyer tab, find the relevant order and click cancel subscription. You’ll need to confirm you want to cancel and that’s it.

 

 

If you want to cancel a recurring or subscription payment you need to make sure you do it before the payment is taken. Once the payment is taken, the seller may have already started working on the service at which point you would need to contact the seller and see if you can mutually agree to cancel the order. Should you have any problems cancelling or have a dispute with a seller that you cannot resolve, please contact the Customer Support team and we’ll help you get back on track.

As your fivesquid balance isn’t maintained to a certain level, we cannot be sure that there will be enough funds in your fivesquid balance to cover the cost. That is why you need to pay with PayPal or a debit / credit card.

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Sellers

You can check the amount available for you to withdraw by logging into the Seller section of your account and clicking on 'Revenues'. 

Once an order is marked by our system as ‘completed’, we release payment to you for that order subject to a clearing period of 15 days; your payment will therefore appear in your Revenues page as ‘clearing’. After the clearing period has passed, your earnings will show as ‘available’. You can then click the ‘Withdraw your earnings’ button to have your payment processed to your registered PayPal account. 

 

 

Yes, we charge sellers a small fee for every order successfully delivered. Our commission rates are set out below:

  • For every £5 order that is successfully delivered, the seller’s account will be credited with £4
  • For every £10 order that is successfully delivered, the seller’s account will be credited with £8
  • For every £20 order successfully delivered, the seller’s account will be credited with £17
  • For every £50 order successfully delivered, the seller’s account will be credited with £45.

 

Commission on custom orders / orders with extras

  • For £5 - £15 orders successfully delivered, we charge 20%
  • For £20 - £45 orders successfully delivered, we charge 15%
  • For £50 - £300 orders successfully delivered, we charge 10%
  • For custom orders over £300 that are successfully delivered, we charge 10%.

Delivering an order late may result in fivesquid cancelling the order and suspending your account. We're sure you'll want to avoid that so if you think you might be late delivering an order, let the buyer know as soon as possible and keep them updated on your progress; it is then less likely that the buyer will raise a complaint with our Customer Support team.

 

All services listed on fivesquid are moderated by a dedicated team. When you submit a new service to us for approval, we apply a strict set of criteria in deciding whether to accept your service to the site. If your service fails to meet any one or more of our criteria, then you’ll receive an email from us setting out the possible reasons why your service was declined. You can then make any required changes and resubmit your service to us.

If it isn't clear from our email why your service was declined, you can contact our Customer Support team who will be happy to explain the reasons why. You can contact our customer support team at any time by clicking the 'submit enquiry' button above, or via the 'Contact Us' button on the fivesquid homepage.

 

If you would like to offer extras on your services, you'll need to upgrade your account first. You can upgrade by logging into the seller section of your account, and clicking on ‘Upgrade account’, or via the following link: https://www.fivesquid.com/upgrade 

 

Sadly, your feedback rating dipped below 98%, and for us that means you’ve taken your eye off the ball. As soon as you get that rating back up to 98% you’ll have your precious Best Seller badge back. Just keep your buyers happy. To view your current rating check out your sales stats under the seller tab when you’re logged in or just click here.

You'll need to contact our Customer Support team who will consider whether the feedback should be removed. Please be aware however that in most cases, we will only remove feedback where the seller agrees to cancel the order and refund the buyer’s payment.

 

If you’re going on holiday, or just need to catch up on existing orders, you can pause your services at any time using the simple steps below:

  • Log in to the Seller section of your account
  • Click on ‘My services’
  • Tick the box beside each service you wish to pause then mark as ‘paused’ from the dropdown menu above your list of services
  • If you wish to pause all your services, just click the ‘Holiday, pause all’ button that appears at the right of the page.

We don’t check content produced by other sellers on the site for breach of copyright or other intellectual property rights. If you believe another seller is using your designs without permission, please contact our Customer Support team who will be happy to look into the matter. It would be helpful if you can have to hand any evidence which shows you are the owner and creator of the content. 

 

Credits are needed to create services and also for responding to requests. When you initially sign up to fivesquid, your account is preloaded with seven credits to get you off the starting blocks.  The price of your service will determine the number of credits required - see below:

 

Creating a service uses the following number of credits:

£5 > 1 credit

£10 > 2 credits

£20 > 3 credits

£50 > 4 credits

Send quote for requests from buyers = 1 credit per request

You’ll earn 1 credit with each piece of positive feedback

If you’re feeling low on credits, you can upgrade to a PRO Seller account which has the additional perk of 50 bonus credits.

You can see your remaining credits on the sales stats page (under the seller tab when you’re logged in). 


Remember, if you upgrade your account to a PRO Seller you’ll receive 50 bonus credits and unlock a host of other sales boosting benefits.

When you first joined fivesquid, your account was preloaded with seven credits to get you going. You’ll receive one credit for each positive feedback comment you receive, all you need to do is a good job every time! You can also upgrade to a PRO Seller account (under the seller tab when you're logged in), which gives you 50 additional credits. Currently, you can only upgrade once - but at only £20 it’s a great deal. 

When you have earned 12 out of the 16 fivesquid Milestones available, we’ll award you the coveted Best Seller badge! The badge will be displayed on your profile page and alongside all your services, helping you to attract even more buyers. You can view the fivesquid milestones on the Sales Stats page in your Seller account - a tick/check mark will appear against each milestone you successfully achieve.

 

You can upgrade your membership at any time by logging into your account and clicking on  Seller > Upgrade account. There's one-off fee of £20 to upgrade to a PRO Seller and you’ll be offered a number of payment options at the checkout.

Find out everything you need to know about upgrading and start enjoying the fantastic benefits of being a PRO Seller today. 

 

 

Every new member automatically gets seven credits in their account, and unfortunately you can’t buy more. You will however get an extra credit each time you receive positive feedback for one of your services.

You’ll also get an additional 50 credits if you upgrade your account to a PRO Seller.

 

If you’re not receiving our emails then check first that you are using the same email address with which you registered on fivesquid. If you now use a different email then let us know so we can make sure we hold the correct details for you.

If we already have your correct email, make sure that fivesquid is listed as one of your safe senders - it may be that our emails are going into your junk mail folder!

 

How much is it to upgrade to a PRO Seller?  

The PRO Seller upgrade costs £20 for a lifetime of PRO membership. You can upgrade here. The PRO Seller upgrade unlocks the following fab benefits to help you increase your sales:

What are the benefits of the PRO Seller upgrade?

The PRO Seller upgrade unlocks the following fab benefits to help you increase your sales and boost your income.

Recurring / Subscription Orders

A great feature for buyers and sellers alike, if a buyer likes you and wants to buy your service weekly or monthly. To save them having to keep placing orders, you can offer services that automatically recur on a subscription basis – guaranteed work weekly or monthly.

Any Price

As a PRO Seller you’ll be able to offers services at any price. You’ll unlock the ability to sell services at any price as long as it’s a multiple  of £5; the sky’s the limit, it just needs to be a service that’s worth it!

PRO Tag

We’ll add PRO to your profile and services, so everyone knows that you’re serious about selling on fivesquid – you’ve put your money where your mouth is!

Enjoy an additional 50 credits

In order to post a service to the site or respond to a service Request you need credits. The number of credits required will depend on the price of your services.

Creating services uses the following number of credits:

£5 > 1 credit

£10 > 2 credits

£20 > 3 credits

£50 > 4 credits

Responding to a request = 1 credit per request

All new members receive seven credits on joining fivesquid. As a seller, you’ll also earn an extra credit every time you receive positive feedback after successfully delivering one of your services. With upgraded PRO Seller membership, you’ll get the added bonus of an extra 50 credits.

Create custom orders for your clients

Offering custom orders means you can expand your business beyond your standard services, allowing you to undertake more complex or unusual projects for your clients. Your clients won’t need to worry about ordering multiple services and extras to reach the exact price, as you can customise and set both the deliverables and the price.

Offer extras or add-ons to your services

Service extras or add-ons supplement your basic service, making your services more appealing to buyers and with the added potential of substantially increasing your earnings.

For example, if your basic service offers a three-minute voiceover for £5, you could earn an extra £10 by offering the added service of writing a script for the voiceover - and/or an extra £5 for next day delivery.

If you want to upgrade go to the 'Upgrade Account' option under the Seller tab when you are logged in. 

 

This is a feature only available to PRO Sellers. To become a PRO Seller you’ll need to upgrade your account (under the seller tab when you're logged in). This will also open up a host of other sales boosting features.

This is a feature only available to PRO Sellers. Become a PRO Seller you’ll need to upgrade your account (under the seller tab when you're logged in). This will also open up a host of other sales boosting features.

A PRO Seller is just that, a pro! A seller that is serious about selling on fivesquid and recognises the potential increase to sales that a PRO account offers. From selling at any price through to subscription payments – it’s really worth having a look under the Seller tab when logged in or just click here.

We like to keep things simple at fivesquid and for the moment we want to stick to round numbers; we quite like the number 5 – fivesquid and all! As such, all services need to be sold in multiples of £5.

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General

If your email address has changed since you first registered on fivesquid, or you would like to change your username, please contact our Customer Support team who can change those details for you.

If you can’t remember your password, just go to the Login page via the fivesquid homepage and click the ‘forgot password’ link. Enter your email and we’ll send you a link to reset your password.

You can get in touch with our Customer Support team by following these simple steps:

  • On the fivesquid homepage, click on the three dots () which appear at the top right of the page.
  • Select ‘Contact Us’
  • At the top right of the next page, click ‘Submit an enquiry’.
  • Complete the request form with your contact information and details of your enquiry.

Our Customer Support will get back to you as soon as possible, and within 24 hours.

A Best Seller is a seller who has achieved 12 of our milestones and maintained a positive feedback rating of 98% or more. Basically they’re an all round good egg. You can tell a seller is a Best Seller as they have the coveted Best Seller badge displayed on their profile and service pages. Sellers can see the milestones they have to achieve on the sales stats page under the seller tab (once your logged in) or by clicking here. 

 

A PRO Seller is a seller who has paid to upgrade their account to unlock additional features. PRO Seller status is not a reflection of any past or future level of service, but it does show they are serious enough about selling on fivesquid that they’ve put their money where their mouth is! To see what a PRO Seller can offer, have a peek at the upgrade page, under the Seller tab when logged in or just click here

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