Simple question… but not a simple answer it seems.
I’m in the process of getting it answered by fiverr support and I don’t think they are understanding my real question here.
This is what happened…
- Buyer ordered a gig of mine for $5. The cost of what they wanted was not offered in that gig. Also it was worth more than $5.
- I sent the cancellation request (because of the active timer running) and urged the client to reach out to my inbox for a price quote and give me more details about his order.
- Buyer lets the order get cancelled by not answering it for 2 days.
- I see my gig has a cancellation ratio of 33%
What I know so far is this , straight from fiverr support:
“Your cancellation rate is a result of the total amount of orders cancelled against the total amount of orders created from your Gigs
If you ask for Mutual Cancellation and it is not accepted from your buyer this will after 2 days be considered as cancellation from your side. The same thing goes if the buyer asks for Mutual Cancellation and it is not accepted from the seller after 2 days it is considered as cancellation from the buyer.
Please note that mutual cancellation does not influence your cancellation rate, but note that once you have asked for mutual cancellation it must be accepted from your buyer. If that is not so that cancellation will after 2 days be marked as if you have cancelled it and that will have influence on your statistics.
Also note that the cancellation rate feature is only visible by you and this should not affect your statistics.”
So what I’m confused about is …if the mutual cancellation rate is effected by an order like I just had with this client… because they let it cancel by not answering it in 2 days… and it does have an influence on my statistics… how can they follow up with the next sentence saying that
the cancellation ratio is only shown to me and not the buyer and does NOT effect my statistics…
So in one sentence they are saying … Yes cancellations like that effects your statistics…
But even though the cancellation ratio shown to only me has gone up … it doesnt effect my statistics… That is the only way to make a cancellation ratio go up … mutual cancellations dont change that stat… Customer support cancellations do … and I’m told that hurts my gig…
So it sounds like a new buyer can come attempt to buy a $50 gig from you for $5… forget about it for a week … you cancel on them … and you’re left with a hurt gig from it… ??
This can’t be true… how stupid does that sound… This happens weekly … I’ll get random clients that havent used fiverr before order from me and I’ll ask them to clarify what they need and I just dont hear from them so I cancel their order… and they just let it sit there… They dont care… If this kind of stuff hurts a gig … this is awful.
Any mods able to clarify this one?
Support has been less than stellar answering this one in a timely fashion tonight.
Are order cancellations that are left un-responded to , and eventually auto-cancelled, hurting gigs and their rankings or sales at all?
If so , am I the only one who sees the problem here?