There are some valid points this this discussion, however I still find it strange that even when a buyer requests a cancellation, it affects the seller.
If there were previous manipulations by sellers to avoid receiving a negative rating, I can only assume this would be a cancellation on the seller’s side, not the buyer’s, otherwise, that would presume that the buyers were complicit in the manipulation?
I agree with misscrystal that the second buyer could have not been a cancellation - however it’s frustrating that I need to compromise my customer service in order to cater for a system which doesn’t particularly work properly.
To me, a company which can help it’s customers resolve issues the way they see best, offer the best customer service. The second order I cancelled, he was very friendly, however I wanted to meet his preference of cancelling the order - not make him feel trapped in an order as a way to not hurt my rating.
This morning, another guy needed to cancel. This was because he made an order with me, and then received a warning by fiverr because he kept trying to share personal details. In his anger with Fiverr, he has decided he can’t trust the platform, and wants to cancel the order. Again, I COULD try to make him stay and do the order with me; I could use my skills of persuasion to try and trap buyer’s into gigs they don’t want; I could even straight out deny for a cancellation, force him to take a lesson with me and request the money once done - however none of this seems very modern nor professional.
This is the new order:
“there is issue i need to ralk”
“i need to speak to you as ap”
“i hello bro i need to speak toyou”
Hello, what’s up?
“bro i receive email from fiverr complining warning that i ask personal info somewhere thatwas second warning ome now”
“im not sure what i can learn in 1 hour from you”
“im confused really confused”
“and iyou refused to bei contact out of fiver as well”
“Yeh, fiverr are quite strict with personal information.”
“i need cheap and some really trusted”
“here as it fivver behave , than why shouldi trust fiverr ?”
“I can’t speak for fiverr, it’s their rules! ”
“However in the hour we had planned we had agreed to get through the set up of your site plus divi installation”
“And then a brief tutorial on how to use divi”
“so i need to cancel this i dont have much money and im a dummy i only watedbecaouse you would help me out of fiver forlonger period to complemy project but it is not gone happen i understand so”
“so its to espensive forme just to take uncoplte course”
“Okay no worries! Send over the cancellation request.”
“how do i do ?
Click on the order, go to the disputes center, request cancellation.
can you tell me how to cancel plez?
are you ther?
hello help me how to cancel and get my cash back?”
Please follow these instructions offered by fiverr.”
This is the full conversation up until now. He hasn’t figured out how to cancel yet, but I don’t see how I could prevent this, or otherwise? The cancellation will be on the buyer’s side, which means no manipulation from me (if anything - I’d rather people didn’t cancel - it wastes my money and time!) - but I am going to take another hit on my order completion rate.
I know that you say 97% is fine - and after this one, maybe 96% will be fine. But I’m not writing out of anger - I just think this is something which needs to be looked into and corrected, as it is non-sensical, and there is surely a better strategy for dealing with said issues.
In response to some comments:
Fiverr did this intentionally, and it kind of makes sense as sellers started to just cancel the order if the buyer was going to leave a bad review. In the end, try to find solutions with your buyer. The buyers that you’ve provided with in this post seem nice and understandable. Maybe tell them that it’ll have an effect on the seller rating and such, maybe they’ll understand and maybe both you and the buyer will reach to a solution.
To have to appeal to buyers to take into consideration my seller rating as a way to rope them into continuing a gig they don’t want to pay for seems very unprofessional, and almost like emotional blackmail.
Hi, you shouldn’t have cancelled the second one! The idea is to avoid any cancellation you possibly can and that buyer was incredibly nice and willing to not cancel.
As jonbaas said, a rating of 97% isn’t anything to worry about.
90%+ isn’t bad, no, however this doesn’t detract from how fair or unfair a system is! Also, I could have kept the second guy on for a job he didn’t particularly want, just for him to make sure I didn’t get a blemish on my fiverr stats - is that how business should operate though? Also, what about the other 2 buyer’s or at least, the most recent one in this reply?
I suppose the question to ask then, is, how would Fiverr know there’s no manipulation at work. Bad buyers have many creative ways to try and get what they want. How would Fiverr know the true intentions of a buyer?
To me it seems like simple logic? If the buyer cancels - affect them negatively.
If a seller cancels - affect them negatively.
Or alternatively - create a disputes center, where seller’s can properly chat to fiverr staff to resolve issues out of their control. I’m sure fiverr have enough money for an adequate support team in this respect.