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If E2 can't finish it

Last updated 12 September 2026.

One rule. Every outcome page lists what counts as done. If E2 cannot complete your order to those stated criteria using the material you provided, E2 will either ask you for the one thing that's missing or refund the order in full. E2 will not silently hand back a partial or different result and call it done.

The definition of done is the judge

What counts as done is written on each outcome page and repeated at checkout before you pay. Some criteria deliberately allow for the messy real world. For example, the invoices outcome says unreadable or ambiguous fields are flagged rather than invented. A result that meets every stated criterion, including flagged items where the criteria allow them, is a completed order. A result that doesn't is not, and E2 won't pretend otherwise.

What happens, step by step

  • E2 tries to recover first. Technical hiccups are E2's problem, not yours.
  • If E2 needs one thing from you (for example a readable copy of two receipts), you get an email and your order page shows exactly what's needed. Your order stays open for 14 days for you to respond; after that E2 refunds it.
  • If the done criteria can be met, E2 completes the order and shows you the evidence of what was checked.
  • If they cannot be met, you're told plainly what could not be done and why, and the order is refunded in full.

How the refund is returned depends on how you paid and how much:

  • Paid with E2 Credits → returned to your E2 Credits.
  • Paid by card or PayNow, order under S$100 → returned as E2 Credits, in full. Credits you buy never expire and can be spent on anything in the store.
  • If you ordered without a My E2 account, sign in or create one with the same email you used for the order and the credits will be there.
  • Paid by card or PayNow, order of S$100 or more → returned to the payment method you used. A PayNow refund is the full amount. A card refund is the amount minus the fee the card processor charged E2 for that payment and does not return — E2 adds nothing of its own.
  • Promotional credits are never converted to money.

After the result is delivered

If you believe the delivered result doesn't meet the stated done criteria, reply to your order email within 7 days and say what's wrong. E2 will fix it or refund the order. A change of mind about the scope after delivery isn't covered, but you can always ask.

Timing

Card and PayNow refunds are issued through the payment provider within 3 working days of the decision and typically appear on your statement within 5 to 10 working days depending on your bank. Refunds to E2 Credits appear in your My E2 balance as soon as they are recorded.

Contact

Reply to any order email, or write to [email protected] quoting your order reference.