Everyone that knows me around the forums, knows that I’m quite harsh on customer support, and with good reason. However, I think it’s honest to present both sides of the picture, so I’m here today to share a very positive experience I had recently.
I was working with a client on an order, and I delivered. The client requested a revision, we went through the delivery together on a call, and it was clear they were happy with some of it, but some parts had to be changed. We agreed on the call that I would need extra materials from them to implement the needed changes, so he said he would send them later in the day. They didn’t. Then they said they would send it in the next few days, and nothing. Finally they come back saying they are not interested in continuing, and would like a refund - and here’s where I contacted support.
Long story short, they were very helpful, took my side, and allowed me to create a new, smaller order for the client to place as means for a partial refund and then cancel the original order, without it counting towards my cancelation rate. On top of that, Fiverr compensated me for the rest of the value of the bigger order (I still lost like 15% of the overall value, since the compensation + smaller order was a bit lower than the original, but I ain’t complaining - I didn’t have to do any extra work on the revision anyway), and the client left a 5 star review on the smaller order since I assume they were happy with getting a partial refund instead of having to pay the full amount for something they would not use (this was something I wasn’t expecting at all, I was fully expecting a passive aggressive bad review).
So, in this case, going through it with support turned what would be a cancelation ($0 earned, hit to the stats that would surely make me lose TRS) into one completed order with 5 star review, 85% of the original money earned, and no cancelation showing on stats.