Fiverr Forum

Buyer cancelled the order and ruined my 100% positive rating


#1

Buyer cancelled the order saying that i was not able to deliver the order on time, the fact that he never replied to my messages he didn’t provide me any instructions to work on, I have contacted the buyer and now he want to correct this. I had 100% positive ratings before this incident and now the ratings has been ruined for no reason. Please tell me how this can be corrected. :frowning:



Thanks!


#2

I believe that is automatic. When a gig is late and closed, Fiverr (not the buyer) automatically gives you a thumbs down for being late.


#3

If the order was cancelled due to a lack of communication/understanding on the buyer’s part (buyer didn’t provide information, then eventually canceled the order, leaving you with a negative mark), I would contact Customer Support to see if they can remove the review. Be sure to clearly explain what happened between you and the buyer, and include screenshots of your requests for information and the buyer’s lack of response.



It doesn’t seem fair that a seller should be punished because the buyer activated the order, never provided enough info for the seller to actually produce any work, then up and canceled. I would imagine that CS might see it that way as well.



In the future, though, if a buyer won’t provide you with the requested info, instead of allowing the order to run late hoping for a response, I suggest simply proposing a mutual cancellation through the Resolution Center. If they want to work with you, they can place a new order. If not, at least you can cancel the order before it runs late and you run the chance of being give a negative mark for it.


#4
nickih said: It doesn't seem fair that a seller should be punished because the buyer activated the order, never provided enough info for the seller to actually produce any work, then up and canceled. I would imagine that CS might see it that way as well.


Customer Support are not taking that view now. I have had 2 late delivery cancellations recently where I was waiting for the buyer to submit information. Both times customer support refused to removed the feedback in first instance because I had the opportunity to offer a mutual cancellation and avoid the feedback :)


#5

Reply to @ryangillam: I hate that they act like a mutual cancellation is some sort of pleasant alternative to negative feedback. Cancellations of any kind hurt sellers. It is such a slap in the face to be told that you should happily take a ding when someone else does something you cannot control.


#6

Guys thanks for the replies and support. The order was cancelled by the buyer and was not automatically cancelled by the Fiverr. Immediately after the cancellation I contacted the buyer he finally responded with the following reply:



"Hello, I sincerely aplogise for this. I am new to fiverr, so I did not realise that would happen. How can this be corrected?"



I took a screenshot of my order page and of my communication with the buyer in the inbox and posted to the Fiverr Customer Support, They took about 24 hours to reply me and they have removed the feedback of the buyer from my gig and now I’m back on 100% positive rating.



I’ve 3 more orders in the queue those are not being replied by the buyers and the status of these orders have gone “Late”. I contacted Customer Support team and they replied me with the following answer: “The cancellation will not affect your seller rating and the orders will be cancelled”.



Thanks!



#7

Reply to @steveeyes: Luckily that’s not true. I have one order that was paused from buyer’s side, and it’s one month late. I’m not happy about it but it’s not cancelled automatically. :slight_smile:


#8

I have had buyers place orders and then message me requesting cancellation because they made a mistake. I had to cancel it as a point of honesty, but I did not realize it hurt my rating. That sucks.