Until recently I was a level 2 seller. I spent a lot of time and worked hard building up to that rating. I’ve always gotten positive 5 star reviews. However, it now looks like because I was unfortunately enough to come across a string of dysfunctional clients, I’m going to get demoted to new seller.
Here is how the math works out:
I currently have an 81% rating, I’ve completed 17 of 21 orders.
For me to get back to 90% I would need to complete another 23 (40 of 44 completed) orders and do so in 30 days, which is not plausible in my line of work.
I was already demoted to level 1, and now it’s basically mathematically impossible for me not get downgraded again to new seller.
In my case not 1 of the 4 cancellations was my fault. In all cases the clients were clearly problematic and reported for their behavior. In 2 of the cases Customer Service was who had to intervene and cancel the order on my behalf. I’ve always otherwise had almost a nearly perfect completion rating in the year I’ve had my account. Until this point I had cancelled only 2 orders in the 100 or more I had completed. I merely got unlucky with having many bad clients all come in at once.
I don’t think it’s fair to penalize sellers in this way when many times the seller is not at fault. Sometimes a buyer places an order before realizing they don’t have the proper files needed. There are many situations where cancellations are not the sellers fault. In addition, the demotion system is mathematically rigged against you. Either all time cancellation needs to be additionally consider such as “90% completion rating over a 60 day period OR all time”, or the it needs to switch to a rolling 30 day period to fall in line with the evaluation period. As it stands now, low volume businesses have nearly no chance of ever getting back above the 90% threshold in the 30 days needed to avoid a double demotion because even 1 cancellation too many can hold a huge amount of weight on a percentage basis.
What ultimately makes me feel defeated in this whole situation is not only did I waste time and not earn money on problematic clients who were abusive to me, they have also done deeper damage by really taking a huge hit out of my future earnings and livelihood since it will now likely be about 3 months before my account can climb back up to a level 2.
Overall I think the mentality needs to change regarding cancellations. In my opinion cancellations are typically more indicative of a buyer issue, not a seller issue. First of all, if a seller was defrauding people, they wouldn’t last long before their account was merely weeded out by bad reviews and a lack of orders. Most sellers don’t willing try and defraud people as it would be against their best interest to do so. Additionally, mistakes are likely going to be made on the part of the buyer who is less familiar with the product/service and in most cases is not the experienced professional. Even in retail scenarios, most returns occur do to buyer mistakes, not defective products. Reasons like, “I changed my mind, it didn’t fit, I bought it by mistake, I found something different, etc.” are commonly used. In all cases this is of no fault to the seller. However fiverr’s policies always place all of the blame on the seller. Sellers are who truly earn money for fiverr, so I feel they need to be a bit more on our side when it comes to how they design the platform. This is an example of a positive change that would benefit sellers and the website as a whole.