FAQ for artisans

When a request is first assigned to you, you will have 48 hours to respond to the client. If the 48 hours pass and you have not yet responded to the client then the system automatically takes the request from you and it is made available for other craftsmen registered at Urban Change Lab.

During the feedback process within the negotiation stage, the system will automatically monitor the
time you take to respond to Clients. It is very important that when the client sends feedback that you
respond immediately. This improves your reliability ranking as a craftsman on Urban Change Lab.
During the realization process an update at least every 2 to 3 days acording to your progress is appropriate.

Kindly inform the customer about the number of days you will need to get the information and why you
need the said number of days. Example is below.
The client, “Hi Alex, what are the available colors and designs of fabric that I can select from for the
bag?"
Craftsman, "Hi Monica, Kindly give me 2 days to go to the local market to see what colors and designs
that are available.
I will then take photos and send them to you to select one

Your price should comprise of the true value of materials used, labour and packaging material. As our business is online there is usually no chance or risk of negotiation. You name a price and the customer will eigher order or just leave. Take into consideration that you might need to redo a request as quality expectancy is very high. Furthermore all orders are public, if you overcharge once and get this customer you limit to get others in the future. Think about fairness and ask for a price you would consider as fair if you would be the customer yourself. Do not over charge customers as you many lose the request if you do.

This is how we pay in Regards to work done by craftsmen.

25% of the total amount at the beginning deposit (precondition is that the initial reliability rank of the artisan has not gone below average: 2,5 stars)

25% of the total price when the item has been completed and delivered to the local operations
manager

50% of the total price when the item has been delivered to the customer

No, It is important that you take videos and photos of the entire process of making the item so that the
client observes the step by step process and in case they need to make any changes they can let you
know while you make the item.

In a case where something important has come up and you would like a few days off from working on
the client's request, you should send the client a small message that you will be unable to work on the
request for a few days but you will continue after a certain period. (Kindly only use this in cases of
emergencies and only take requests that you are very sure to handle without a break in between the
period)

Kindly do not take up a request that you know you will not be able to finish, in the case where
unexpected event has occurred and you cannot complete the request, please notify your Local
Operations Manager immediately.

Make sure to use high-quality corrugated cardboard boxes for all your parcels.

Cover the item with bubble wrap or old newspapers

Fill any empty spaces in your packages with crumped newspapers.

Try to pack the box tight with filling material such like old newspapers. There should be always a bit of space left between the item and the box. But look for a reasonable size as bigger size boxes lead to higher shipping costs.

Apply tape evenly along the length of the box, where the flaps meet in the middle. Seal the sides of the cardboard box with tape

You can visit any major supermarket and request for a plain cardboard box. Please select a box which is slightly bigger as the item you want to ship. The item should not touch the box. Please use old newspapers to fill the free space in the box to make sure that your product will not get spoiled on the journey to the customer.

The customer will evaluate the quality based on your photos and videos. It is essential to provide photos from all perspectives. A short video in addition can help to better understand what you have done so far. Closeup photos, means photos which are taken very close to the item, helps to get a feeling for the quality. Bear in mind that especially luxury goods are sold with Close-up photos. So close-ups helping to show to the customer that your work is special.