How do users make direct requests?

Users are presented with two or three options when making a direct request. These choices dictate what happens to their document if their chosen editor (you!) is unavailable for the request. How many options they see depends on their past behavior on the site or their past editing order history. The options are as follows: 

1. The user can choose to send the order to the next available editor. 

  • The document will fall to the global queue once the allotted time to accept the request has expired or when the editor actively rejects the request. 

2. The user can choose to hold the order until a later time. 

  • When the DR is rejected by the editor or the allotted time expires, the doc will be deleted from the queue entirely instead of falling to the global queue. The user can then re-upload at a later time.  
  • What this means for you: 
    • If you miss a direct request, you may get another request to edit the same document on a different day. 
    • We do ask the user to wait 12+ hours before uploading their request again. This is to ensure that you're not inundated with the same request you keep rejecting because you're away from your computer visiting Great Aunt Sally. 

3. The user can request an alternate editor.

  • When the DR for the original editor is rejected or expires, the direct request will be sent to the user's alternate choice editor. That editor can then choose to accept or reject the request like normal. 
  • If both editors are unavailable, the request will automatically fall to the global queue once the second editor rejects/misses the request. 
  • Each editor will be given 10% of the turnaround time to accept or reject the request.
    • For example, for a document with a 12-hour turnaround, each editor will be given 72 minutes to accept or reject the request. 
    • Customers cannot make a two-editor request for turnarounds of 1, 3, and 6 hours.
  • What this means for you: 
    • You might receive a direct request in which the time on the clock is slightly shorter than the turnaround described in the email (e.g., instead of the DR hitting your queue with 11 hours 50 minutes, it may hit with 11 hours 13 minutes). 
    • You might also see docs hit the queue with a shorter turnaround than noted in the doc details. Be aware that these may simply be a two-editor missed direct request and not docs that were claimed and then dropped. 

And here's what the direct request options look like for the user:

The second option will populate when they select a longer turnaround time, and they'll be able to choose their alternate choice editor from a drop-down menu like the one at the top of the option box. Additionally, users who have not worked with more than 2 editors will not be shown the second option at checkout. 

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