I recently delivered an order and in response the buyer requested a cancellation. The first delivery they responded with insults about how terrible my posters looked even though I followed their layout and requested color scheme. They demanded I give them a free revision since the first delivery was “terrible.” I give one free revision on my gigs which I use to fix mistakes I made and I let them know that is what the free revision is for and an extra revision is $5. They said okay and said I could send a draft instead so I did send the layouts I was thinking of and where text would be placed. They agreed to that layout. Everything else like the color scheme and fonts they kept changing before I sent the final delivery. Everything I suggested they agreed to. Then the requested cancellation comes in and they say “I don’t like the poster and these are not what we want. We cannot get a free revision anymore.” They also said I was not specialized on posters. I followed everything they asked for and I let them know twice about the free revisions! I suspect they were planning on cancelling the entire time because they were mad I would not give them anything else for free. I declined it pointing out how the posters match their requirements and saying that my portfolio and education is public on my profile. Then I said again that I cannot give any more free revisions than my gig mentions.
Anyways, after typing all that, I’m wondering if I should contact Customer Service to state my side of the story since contacting them was mentioned in the email they sent out about the cancellation. I followed Fiverr’s suggested steps to keeping the buyer happy but I just feel the buyer is just mad they can’t get more than what they paid for. This is the first time I’ve had a cancellation so I don’t know how it works. I don’t know if the buyer happens to contact CS first if I would be contacted about it too. I don’t want CS to force a cancellation without asking about my side of the story.