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My order is paused or was rejected

A paused order is waiting on one reply from you. A rejected order is one we could not take on. How to tell them apart and what each one needs.

Your order has stopped moving: it shows Waiting on your reply, or you were told the order could not be taken on.

Most likely causes

  1. The order is paused and waiting for you. The editor ran into something only you can decide and stopped rather than guess. The order shows Waiting on your reply with a red dot, and on the Messages tab an amber note above the message box reads Order paused. Your prompt response will be appreciated. The editor’s question is right there in the conversation, marked New.

  2. You did not notice it was paused. Paused orders are put first: when you click Orders in the top bar, the list opens on the Paused tab whenever there is a paused order, and clicking one opens it on Messages rather than on the photos. On its row, the label ORDER PAUSED replaces the delivery estimate. If your order list opens on Paused, that is the portal telling you something is waiting.

  3. You replied but nothing seems to have changed. Any message you send on a paused order resumes it — there is no separate Resume button, the message is the resume. After Message sent, the status goes back to Being edited, or to Being revised if the pause happened during a revision round. The delivery estimate is recalculated from the moment you reply, so Estimated delivery in the facts line under the order name changes as well. If the order still shows Waiting on your reply after you sent something, reload the page.

  4. The order was rejected. That is not a portal status — it means we looked at the work and could not take it on, and it comes with a refund. The reasons and what happens next are set out in the Help Center article When would my order be rejected?. If you were not told why, ask us directly.

  5. The order shows Canceled, not Waiting on your reply. That is an order we canceled, which comes with an explanation and a refund as described in point 4. You find it under Drafts. An order you cancel yourself within 15 minutes of placing it never shows Canceled: it goes back to Drafts as a Draft, with its photos and instructions, and your credits return to your balance. See Cancel an order.

What a good reply looks like

The editor usually asks one specific question, so one specific answer is enough. If the question is about a photo, say which one by its file name, and consider drawing a note on the photo instead of describing the area in words. A reference image often settles it faster than a paragraph — those are free, and you can add them to a placed order with Add reference images on its Submission tab.

If that did not help

If the order stays paused after you have replied, or you cannot work out what is being asked:

  • Send another message on the order, quoting the part of the question you do not understand.
  • Or write to support@tucia.com with the order number, for example #a8k2m.

An order that is paused is not costing you anything and nothing is lost while it waits — but nothing is being edited either, so the sooner you reply, the sooner it moves.