Fiverr Community Forum

Buyer wants refund after completed order

Recently I got a customer that placed an order, I did everything that the customer wanted and the customer gave me a 5 star rating. But the problem now is that the customer came back and wants a refund even though the customer gave me a 5 star rating. Do I have to refund the customer or should I keep the money? What does the policy say about that?

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If you give him quality work then why you refund him???

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Please contact fiverr support team immediately. The buyer shouldn’t have asked for refund after rating the completed order 5 star. Personally I think you shouldn’t issue refund to the buyer.

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What is the reason he stated for cancelling an order?

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Hello @hampusfive,

Hope you are doing well. Same thing happened with me year before. Buyer placed the order and after completion even after giving feedback he asked me to refund or to do more work.

Don’t worry just go to the order page and go to resolution center. This is obvious the buyers send you some messages related to refund, just share that screenshots with resolution center and wait for the reply. Your issue will be resolved soon. And yes, if you are sincere than no need to be worry about anything but, if you are not sincere or you did anything wrong while delivering the order, you will have to refund as resolution center is sincere enough.

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If you did the work, delivered it, and your buyer accepted delivery, you absolutely do not need to refund them. Politely tell your buyer that you are sorry, but you delivered the work they requested and that as such, you are under no obligation to offer a refund.

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You should politely question the buyer about why they think they should get a refund and work it out with them.That is probably what customer support would say. Since they left a 5 star review there shouldn’t be a valid reason.

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He said that the files is in the wrong size, even though it worked when I delivered them. I know for sure that the files is the right size but the buyer are saying they aren’t

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How about asking the buyer what size exactly these files are supposed to be?

GG

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Solution:
Step 1) First you should be convince this client If have any issue your work you should be fix this problem.
Step 2) If customer only need refund you should be contact customer support Attached (order requirement, all major conversation, client approval msg screenshot). Remember question yourself you are right or wrong.

thanks.

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The thing is that I tried using the files myself and everything worked fine, the files is in the correct size.

1 Like

Ok, but the point is not that you can read the files or you think they are correct, the client seems to think they are wrong, or they cannot get them to work. So, I would write back to the client and ask them what size these files were supposed to be - try to get to the root of why they are not working for them. Just because they work for you does not mean the client is either missing something in how to work the files or are confused about them.

GG

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I have asked the client to say what size the files need to be and I sent the exact size that the client wanted. So the size is right and I’ve tried it myself, so I think the client tries to get the money back even though the files is the correct size and is working.

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In that case, yes, I think the client may be acting a bit shifty here to get free work. Send all your documentation (messages with this seller showing you have done all you can to make it right) to customer service to show you have no reason to cancel this project or sale.

GG

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Will do, thanks for taking your time answering my questions!

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Hello, if the buyer accept offer and money went to 14 days process before you getting them, there is no way to give a refund through system. Ones I had this problem but you earned them and thats all. Just try to explain that to your client

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You can’t refund him even if you wanted. Once an order is completed and rated (or even just completed), the money starts clearing. Sellers have no option to refund the buyer once that happens, there’s nothing you can click on that will return their money to them.

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Bad luck. buyer always correct in fiverr.

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contact customer support.

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Great replay, I agree with you :ok_hand: :ok_hand: :ok_hand:

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