Forgive me in advance this is a long one but at this point I’m beyond baffled and frustrated about this that I could use some advice from the community and potential solutions, if any.
This all started when a client (I will not name of course) came to me regarding my gig, which is Mixing and Mastering music. Like all my clients I offered a sample using their own song. Please note, not a sample of something I’ve done, but I take their actual song and edit it partially as I would in the gig and send them that snippet to show them what they would be buying essentially. This is all before any order is made to ensure they feel confident in their purchase and know what they are buying to avoid any issues. The client approved the sample, ordered from me, I delivered, and he left a 5 star review with some nice words. About a week later, the client ordered from me again regarding 2 more songs. 2 separate orders, one for 55 and one for 60. The order of 55 also included a revision for the first song he ordered from me because he had mentioned he wanted something done to it. (Also just for hospitality sake, I even offered the client 10 and 5 off each order, I normally retail for 65 but I was trying to meet his budget). So just as I edited the first order I edited the 2 new orders for the 2 new songs. Once they were delivered I was told he had to show them to someone else for final approval. 3 - 5 days past and he hadn’t replied which made the order late. I requested a extension on both order to extend it by 3 days to allow him more time to get back to me with critique. Instead he declined and asked me to cancel the order due to the “horrible editing”. This was strange considering not only was the technique the same as the first order (which was approved), but also I sent him samples of both songs before any order was even made, to which he approved. You will see that I have attached screen shots proving that he liked what he heard and ordered because of that. I let the client know that a cancellation could not be made in regards to quality as stated in Fiverr’s terms of service. Here is the exact quote:
“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. You may rate your experience with the seller on the order page, including the overall level of service quality received.”
According to this, the buyer isn’t eligible to request a cancellation. Instead he would leave a review he feels is accurate to his experience. However, this client refused to not get a refund, and continuously requested cancellation even after I declined and showed him the TOS. The client insisted I did not deliver what he ordered, however this was on the basis of quality. Which as the TOS states, is not an eligible reason for cancellation. Not only that, but keep in mind I had already sent him complete edits for all the songs he ordered which were indeed, complete products. I offered the client more revisions as that is what the order comes with, but he refused and kept persisting for a refund. He even stated it was the quality that he wanted a cancellation, thus directly going against TOS. I stated this and he mentioned he would contact Fiverr customer service and get his refund. I had faith that Fiverr would simply see the ridiculous nature of the situation, but instead they went ahead and cancelled the order, giving the man his refund for the 55. The order for 60 is still open and he refused to close the order. I have reached out to Fiverr but they simply stated that and I quote:
“You do not need to worry if you have provided all your work according to a gig description or an arrangement originally made. I have looked into the canceled order and the buyer has provided proof that the order was not delivered in accordance with the description.”
I have over 200+ 5 star reviews and 1 negative review. I have no reason or intention to not deliver something that is not in accordance to what I described being the product/service. To reiterate, I provided samples of the FINAL product, to the client, BEFORE any order was even made, to which he approved. The custom orders i sent him as well, clearly stated these were songs being bought based on the approved samples I provided. Attached are labeled screen shots that show some of the things stated in this. Really don’t know what to do and just feel robbed of my hours of work and money. I thought it was clear that I had done everything correct. In a perfect world I’d love to get the money I earned back but any help with this would be greatly appreciated. Thanks
Here are the screenshots - https://ibb.co/album/g56Rva
Thanks again for reading through - Donte.