First of all, you should contact the Seller via the chat and try to solve the problem directly. Be polite and listen to his reason. If the Seller is ready to deliver the order after exceeding the deadline, let them do that. If you don't have the time to wait, or you want to stop your collaboration with a particular Seller, you can place a request for a refund and/or an order cancelling to the Arbitrage.
After studying the request thoroughly, a Support Manager will make a decision: · to refund the complete amount to your balance in case your claim is evidence-based; · to refund a portion of the amount depending on the Seller's progress in the task and the quality of the job they've done; or in case the delivery deadline was exceeded but the work was done completely or partially.