Hi everyone! I was on the fence about posting this, but I believe a bit of perspective, and a general community discussion outweighs the concerns regarding airing my issues on the forum.
Generally, I’ve been a happy and mostly satisfied seller… On here since 2014 with nominations toward TRS since the system was changed (and always trying to improve the service to get to that sweet spot). I’ve never once had a bad review, up until this situation, and now…suddenly I’ve been demoted to Level 1, and lost revenue, sleep and a general trust in Fiverr’s system.
So here’s where it got sticky:
A buyer, without contacting me first, ordered from my gig. The gig description is 100 words for $10. The script, I discovered, was over 350 words…therefore I initiated a modification to the order for the full price of what it should have cost.
After no news, and the deadline approaching, I opted to complete the work, since sometimes buyers aren’t great about checking their messages. I notified the buyer that the work was complete, and I was just waiting for their response.
The buyer refused the modification, and said I was trying to “force” more money from them, and that they went ahead and got another seller to do it, so please cancel.
Per what I understood to be procedure, if the work is complete, I had the right to deliver what the buyer “purchased” up to the 100 words on the order. Which is what I did.
Threats ensued, and I won’t bother recounting that struggle, but Customer Service was approached from both sides.
After a tumultuous week, and a bad review, I believed “well, lesson learned” and just accept a cancellation even after work is done, and I’ve lost the income, and my percentage of completed orders dips…but no. They weren’t done with me yet.
Then, I’m notified I’ve breached the Terms of Service for “using the delivery button for an improper delivery” AND I got demoted, AND lost the revenue, AND the review is still there.
I began a fruitless communication with customer support where they said over and over that they reviewed the entire order, and upheld their decision.
So, Terms of Service “seller must deliver completed files/proof of work…according to the service that was PURCHASED and advertised on their gig description”… apparently means that whatever your buyer decides to put in their script or instructions, THAT is what you have to deliver, regardless of whether they actually paid for it correctly, or are asking for something outside the scope of what you offer.
That’s my Catch 22
I think the Terms of Service need to be clarified, because I believed I was acting according to them before this whole debacle started. I shouldn’t be penalized for an unclear or misinterpreted policy that blatantly favors improper buyer behavior. Customer Support should have forwarded my communications to the department that writes the TOS, but I doubt they did. They seem to want to sweep my issue under the rug.
So, to end my saga, I’d like some unbiased opinions:
Is the TOS clear on this point? Did I misunderstand, or do something inappropriate?
Is there a catch 22 in the system, since they encourage seller/buyer negotiations to resolve an order, and penalize cancellations (I would have been more open to cancel if there wasn’t a rating bar staring me in the face every day on my dashboard)?
Is fiverr condoning or abetting improper buyer behavior to the detriment of their sellers, and thereby their own revenue?
I’m just full of curiosity what the responses will be!
Now, off to enjoy my 30+ days of being level 1 again, and working back up to level 2 and hopefully someday TRS!
Thanks for reading, I know it was a long rant!