Fiverr Forum

Buyer place order by Mistake and Cancelled. Will it harm my Cancellation rate if I approve cancellation?

A buyer placed an order by Mistake and Cancelled. Will it harm my Cancellation rate if I approve cancellation?

2 Likes

In short, yes.

Your best bet is to ignore the cancellation request and send a message to Customer Support, asking them to cancel it for you. It’s not guaranteed, but we’ve had to do this a few times in the past 6 months or so, and CS cancellations generally haven’t impacted our cancellation rate.

Good luck.

9 Likes

Thank you for your help. :slight_smile:

This is a educative information… Thanks… @cubittaudio

2 Likes

@get_top_rank I actually had a buyer accidentally purchase the same gig twice meaning to purchase only one time. What I did was contact CS and they resolved the problem for me without bringing down my stats. Hope it works out!

1 Like

I suggest you to contact customer support before accepting the cancellation. Good luck!

1 Like

Thank you all for your help. I contacted CS and they cancelled the order from their side. It did not affect my sales. Thanks again.

4 Likes

If YOU cancel or ask CS to cancel, it will go against your cancellation rate.
It might not affect your sales, but if you happen to be level 1 or 2, cancellation rate matters a lot.
So if you get a customer who didn’t read the description of your gig or decided they didn’t want to go through with the order, then as always, the seller is the one who takes the hit.
Fiverr doesn’t care at all about sellers. They used to, years ago, until they got bought out. When that happened they started treating sellers like slaves.

2 Likes

Surely, just yesterday got 2 cancellation (one after the delivery… ) and the stats are going down!

1 Like

Unfortunately, I can attest that it will harm your cancellation rate, even if it’s mutual due to a buyer mistake. Would love to see this experience improved.

1 Like

@cubittaudio sadly recently I have noticed even if CS cancels it affects your score. I had a few cancels back to back because the buyers do not read. The just read headlines. I even spent a lot of time making my instructions super clear. Because they do not read I NOW - Have a paragraph I copy/past to the order after delivery thanking them and explaining the gig to them. It has helped with those who did not read what the gig was. But, since I made my instructions more clear… now i get those who read the instructions and want to cancel because they did not read. I DO NOT GET WHY FIVERR punishes the sellers for buyers. I do not even think the buyers expect that. Funny I am sure it causes higher CS tickets too. They created a bad system for themselves. So fiverr and us both suffer but upper management does not take good feedback. I bet they get 20% more tickets because of this one thing. There should be an option - “Buyer Ordered Wrong” Buyer agrees and no punishment.

1 Like

It’s important that if a mistake is made by the buyer that you get CS to cancel it and explain clearly why you are cancelling with screenshots to prove why.

In this way it is possible it won’t affect your stats. Each case is different so it’s not written in stone it won’t affect them but if you try it correctly it is possible it won’t.

4 Likes