Hello, fellow Fiverrers! I searched for an answer on this topic, but, after some reading, I’m still not sure what the best option would be in my case.
Long story s̶h̶o̶r̶t̶ long (I also posted a synopsis in my first post below): I have been a seller since the end of October 2019 and have since provided work which was well received by all my previous buyers (one of them returned for a second order).
Last Friday, I received an order. At first, it all seemed normal: the buyer had provided the information in my requirements form, I reached out to them, thanked them for choosing me, assured them I would deliver the work within the deadline and asked if they had additional specifications. They said they did not.
I delivered the work 10 hours after the order was placed (out of the total 24 hours deadline). When delivering the order, I summarized the creative process, reassuring them that I had taken all their requirements into consideration.
For the next 2 days, I received no feedback/sign from the buyer, despite the order chat showing that they had repeatedly been online during this time.
Suddenly, they request a revision (I offer 1 free revision). In the message accompanying the revision request, the buyer starts having a condescending attitude, saying that the only 2 versions they liked (out of the 10 I provided, according to my gig description) are not original. They said they were already used by their competitors. I googled those specific slogans and found nothing like that. I should mention that my gig does not offer competitor research and that I am very involved in the creative process, as I am very passionate with writing. I have never used generators, nor have I plagiarized existing slogans.
I had provided 8 creative slogans, and 2 more general ones, all of them according to the buyer’s requirements.
Although in my FAQ, as well as when I deliver my orders, I clearly specify that, for my gig, a revision means slightly modifying/adapting the initial work, not doing the work differently from scratch, I pondered whether risking a bad review would be worth it, and I decided to make an exception and provide 10 new slogans, following the direction of those 2 slogans that the buyer had indicated they liked. I made sure to inform the customer about this, in a friendly and professional manner, focusing on the fact that I will re-do the work in order to have an efficient and fruitful collaboration.
I provided the second batch within hours. Again, the buyer kept silent for almost 24 hours, after which they requested another revision (although I only offer 1 for free, and they did not buy the extra for this), simply saying “I do not like any of the revisions. The slogans provided are not original as advertised.” Shortly after, they requested me to cancel the order.
In the Terms of Service, it is stated that: Orders are not eligible to be cancelled based on the quality of service/materials delivered by the Seller if the service was rendered as described in the Gig Page. Buyers may rate their experience with the Seller on the Order Page, including the overall level of service quality received.
The situation this buyer has put me in is not fair at all. If I cancel, this would basically mean that I did a double amount of work for free (not to mention the stress and the efforts I made in order to provide a timely delivery). I am much convinced that this buyer only wanted work for free. I delivered them 20 slogans and now they want their money back.
On the other hand, if I do not cancel, I am convinced they will leave a negative review (judging by their attitude, I would not be surprised if they left a 1 star review). My gig has a general 5-star review, based on 10 reviews and I am very close to becoming a Level 1 seller.
What would you advice me to do? Cancel the order and lose money/time/energy but maintain my good rating? Would this cancelling affect my statistics, being that this would be my first ever canceling? Or address CS and, if the order does not get canceled, risking a 1 or 2 stars review, which could mess up my Level 1 upgrade and possibly influence future buyers into not ordering from me?
Thank you in advance and sorry for this long post! I felt that painting the whole picture would be necessary when seeking advice.