So four days ago I received a notification that an order had been cancelled by support.
It was a completed order for $30 which had received a 5-star review and a $5 tip. There had not been any issue with the buyer. Support has said it was cancelled after being checked by the relevant department. I honestly don’t care about the amount here, and would probably not have bothered querying it had it not been such a surprise order to get cancelled.
So far in my discussion with Support I have basically been told to get over it as cancellations happen and given a condescending pat on the head that if I keep trying my best I might be a super seller.
It has then in a subsequent message been hinted/suggested that I have been unprofessional, didn’t complete the order to the requirements, wasn’t on time, the work was still in progress (even though it was marked completed, reviewed and tipped…).
I’m at a loss for what this is about and not someone who criticizes support or staff. However, something seems to have gone quite askew here. Below is the full conversation with support - if someone could shed some light for me it would be great.
My order was cancelled and funds returned to the buyer - can you explain why this was done?
I can surely understand your concerns about this and I would like to mention that in our marketplace, we encourage our users to reach a mutual agreement once an issue arises while working on an order.
I checked order XXXXXXXXX and confirmed it was canceled by the relevant team upon a thorough review. Once their input is requested, buyers are asked to provide a satisfactory explanation and proof based on our Order Cancellation Policy
I know this is not the output a seller wants to have but please bear in mind that like any other marketplace, cancellations will inevitably happen as long as you get more requests for your services sold on Fiverr.
I encourage you to keep performing at your best level and if there is anything else I can do for you, let me know.
Keep your head up. Cancelations will come along while thriving in our marketplace to be a super seller in Fiverr;)
This buyer ordered, I delivered, they discussed a couple of things and then left a 5-star review and gave a tip.
They never once said there was a problem but the order was cancelled without my consent. What was the issue? Why weren’t they told to contact me instead?
There is nothing in the linked Order Cancellation Policy that applies to this order.
I’m sorry, but waiting 4 days to be told just to accept the cancellation with no explanation is not acceptable to me. I would like to know what rule I broke or what happened to make this cancellation acceptable.
Hi again Eoin,
I apologize for the delay, we’ve been having a very high volume of requests.
I totally get your point and I’m very sorry, but I cannot comment on the fairness of the issue. In Customer Support, it is our role to remain neutral, and we are unable to take the side of the buyer or the seller in cases where there are no violations of our Terms of Service.
The order was marked as Completed, however, the work was still in progress and did not meet the buyer’s requirements or the time frame agreed upon within the gig. In cases like these, Fiverr reserves the right to cancel an order. We expect our sellers to maintain a certain level of professionalism and work quality in order to provide a satisfactory experience to our users.
If you need any further assistance, please don’t hesitate to contact us again.
No problem about the delays at the moment - I understand that. I still don’t understand the problem with the order though.
“the work was still in progress and did not meet the buyer’s requirements or the time frame agreed upon within the gig”
- The work was COMPLETED, marked complete by the buyer!
- the buyer’s requirements and the gig description details were all met
- they left 5 stars and a tip!!
- It was delivered four hours ahead of the delivery time
- the query after delivery was answered within 90 mins of receiving it. The query wasn’t even correct - the sentence they thought “sounded wrong” was correct as I had written it.
How can the above be claimed after that and IF they had an issue they did not tell me!
“We expect our sellers to maintain a certain level of professionalism and work quality in order to provide a satisfactory experience to our users.”
Are you saying I didn’t in this case?
Tell me what I did wrong here so I can improve if necessary or what is going on. I went back through the order details, requirements, messages and delivery and cannot see anything that could be done differently.
This was an unusual document because there were DELIBERATE errors which had to be left in the text. This is mentioned in the requirements. This is because it was a multiple choice English test (for English students to be tested with) where there was 1 correct answer and 3 incorrect ones.
That was clear in the requirements and in my delivery message.
Just to say, it was a small order and I am not concerned about the loss of revenue but I need to know what went wrong here because I deal with much larger orders quite often.
In summary - the gig was completed ahead of delivery time as per the Buyer requirements and gig description. The buyer had a question which was answered within 2 hours. They marked it complete. They left a 5 star review. They left a tip.
How have I not acted professionally and not completed the order to the buyer’s requirements?