I’m sorry, but cancellations are a factor for being chosen and keeping a TRS status and Levels. I know because I have spoked to Fiverr’s managers (not CS) about it directly. I, like many other Sellers, deal with Buyers not reading Gigs, no provide required information, or simply being on unresponsive, which leads to unfortunate cancellations.
I’ve also received order for things like you noted, things I don’t offer or advertise––and I do had to have the orders cancelled. Trust me, I get it. It’s frustrating and often time it doesn’t make any sense. I mean, why wouldn’t a Buyer read the details about something they’re going to buy before they Buyer it? It crazy to think about. You weren’t order a coffee blind at Starbucks, youd’ check the menu to see what they offer.
To clarify: Mutually cancelled orders do count toward your delivered on time stats but do not affect your account or ratios––and delivered stats is one of the factors in becoming or staying a TRS. Cancellations also effect how/where you fall on a Gig. The most cancellation of that particular Gig, the more it drops in the search.
Fiverr can demote you in the Levels as well because of performance and reputation. Don’t think reviews are the only factors in this. Your delivery and cancellations (aka delivered on time status) are a factor in Levels of TRS status as well.
Cancellation should always be a last resort, which is why I’m such an advocate or having a “Reject” button or “Pause Order” button for Sellers when it comes to Buyers providing little/no information for the Order Requirements or being unresponsive once the order is open. Most of my cancellation have been because of Buyers fault in the issue––however, if there were a way to reject information or pause the order itself, so many cancellations would easily be prevented.