Hi, I am a seller here on fiverr, and I just got a pretty serious problem.
I woke up in the morning to find out that one of my orders was canceled. I only have 2 orders in queue, so I was shocked since none of the buyers said anything about being unsatisfied with the order so far. I had to think a few moments to recognize the username, but when I got to my laptop and checked the order, I remembered who he was. It looks like an order I have completed 3 months ago (in August) just got canceled. How could this be? The buyer liked the product a lot. He was very happy with my delivery, and never said anything about any issues he had with it. The order was a 3 figures value, which is pretty significant for someone working on fiverr, so I was pretty nervous.
I got even more nervous when I saw my balance. Since I’ve already withdrawn and spent the revenue for this order a long time ago (at least 2 months ago), its value was added to my balance, with a minus in front of it. Now I have a negative balance, meaning I have to pay fiverr over $500 from my upcoming payouts.
Naturally, I went to the inbox, looked for the conversation with the buyer, and tried to write him, to ask about the problem. The thing is that, the buyer’s account is not active anymore. I don’t know what happened to it, it either got disabled, was closed, or was affected by a fiverr bug. I can’t contact him anymore, I can’t see his profile anymore. Of course, I also don’t have any other way of contacting him, because of the stupid policy that doesn’t allow sharing contact info on fiverr.
Then I went to the customers support page. I was looking for a phone number, or a live chat option, since the problem is pretty serious, and I need it fixed as soon as possible. Of course, fiverr doesn’t provide such options, so all I could do was to send a ticket, which I did. Now it’s already been 5 hours since I left ticket, but I’ve got no reply, and something tells me that this won’t be easy to solve.
I am posting this here, and I hope someone knows more about this issue and how to solve it, or what actually happened. I have so many questions… I can’t afford to pay back that order, and I don’t feel like I should have to. I delivered a great product, and the buyer was happy. I don’t think it is fair for fiverr to have this power, to just ask for our money back, months after we already spent it. What should I do next?
Thank you for reading this, and thank you in advance for any help that you can provide.