Advice On A Little Order Issue

[fishmancinema]

Hello, I would like to start off with saying I love Fiverr. I’m pretty new here and well…hi everybody 😃

So, I’ve sold a few orders and they went great. Unfortunately I ran into my first problem and I was hoping I could get some advice on what to do. Somebody ordered my gig, and didn’t submit the order requirements. So after a few days I sent a friendly reminder….



Now onto the problem. A few days later I get the notice that the requirements were sent, so I logged in and looked at the order and I saw that instead of the information I need to start the project, it’s just a message. To paraphrase it said “Sorry, I’ve been sick with the flu and can’t function right now, thanks for understanding.”



That started the delivery countdown though. I sent a very nice message back, I told them the timer started and if they can, to please send the info I need to start/finish the project before the time is up. It’s been a few days now and haven’t heard back and time is running out. I completely understand things come up and I’m not mad at all, however I don’t think it would be fair if I got a bad mark on my record for something that isn’t my fault and I can’t control. Would be even worse for a new seller. So what should I do?



Shall I deliver a blank video with a message explaining that I had to deliver something just to stop the countdown and when they can to send me the details and I will quickly make their video? Not sure if that’s the best idea, chance of getting bad feedback. Just throwing the idea out there to see what you guys think.



I read that letting it run out of time is an automatic bad feedback and canceling is better. If I have to cancel it do you think support can look at the order, see that what I’m saying is true (and I couldn’t do anything) then cancel it on the “back-end” so it doesn’t show any cancels on my public profile? I would of course send a message to the buyer explaining why I had to cancel and if they wanted to order again I would be more than happy to do it.



Sorry for making the story so long, wanted to be descriptive. Any input is welcomed and appreciated, thank you!

[fishmancinema]

Thanks for the quick reply. I definitely don’t want to do anything against the TOS. I will probably have to cancel. When I request the mutual cancellation does it stop the countdown immediately or does the buyer have to accept first?

[fishmancinema]

Thanks. Last question, how will the one cancel effect me getting to level 1? I know I still need to get more orders and have 10 days to go. Just wondering for the future.

[cheezees]

While delivering blank is a no-no, it is often suggested that if the buyer did not/cannot at the time provide the instructions, then you should deliver an IOU. That is, deliver a message promising to complete the project when the instructions are filled out. A cancellation, especially when not yet leveled can greatly impact your ability to level up.

[fishmancinema]

Reply to @cheezees: Hmm, that could work too. So just don’t attach anything, deliver the IOU message and complete it when the details are sent. Just a minor gamble I suppose, as it would leave them the option for bad feedback. Course if it all went to plan I wouldn’t have a cancellation.



Oh also, if I request a cancellation and they decline it (within the 3 days) does the countdown pick up where it left off at the time of the cancellation?



And sorry, guess I still have questions. Even after all the research there is tons to learn still about Fiverr. Appreciate the help guys.