I already had problems with Fiverr’s Order completion rating, and the last few months CS said they can not help me with this personal problem (the same old copied and pasted tekst) and I left it at that.
Today I asked them friendly to escalate this new ticket, regarding the things that just happened this evening and to assist me personally.
Today I wrote
Due to problems with your system (earlyer this evening I got a 500 server error) or whatever (payment) system you are using, one order resulted into two cancellations somehow, engaged by Customer support. Because of that my Order Completion rate plummeted. Secondly the buyer complained to me that the payment was written of his Paypal account 3 times.
So what I ask you is to cancel the cancellations or somehow restore my Order Completion rate to what is was before the order from buyer “XXX” was cancelled (twice). My Order Completion Rate was almost 90% again finally after months.
I ask you this because I believe I should not be the victim of failures on your side with the orders, while it is totally out of my control.
And I am the victim here, because my Seller Status is directly influenced by the Order Completion rate.
Next to that I strongly advice you to reconsider the system behind the Order Completion rate versus Seller Status on the long term. It is a really unfair system.
Hope to hear from you soon.
This is what I got back from Amy
Thank you for contacting us. We are sorry to hear about your experience. Your comments and suggestions will be forwarded to our Product Developers.
At this time, please note that all cancellations are included into your Order Completion Rate.
We understand that there are some cancellations which cannot be avoided and are no fault of the seller. Currently, your analytics will continue to reflect all cancellations and in the near future, this may be updated.
Fraudulent orders are determined by our Fraud and Risk Teams and are not subject to be altered by Customer Support. Additionally, they will remain in your analytics.
As mentioned on your Analytics page, there are some standards that must be maintained in order to keep your level badge. Your account will be evaluated on the 15th of every month, starting from January 2018. If you fail to maintain said standards, your account may loose the level badge eligibility. Likewise, if you reach the goal for the next level by the time that your account is evaluated again, you may become eligible for a promotion.
For more information, please view your Analytics Page and the following article:
This is what I wrote back
I don’t think you understand me.
I want you to help me personally with this problem. You copied and pasted the same answer like your colleague did last time.
There was an error in your system and due to that my order completion Rate is unnecessary low. One order is cancelled two times and still exist as an existing order. This is a technical problem on your side.
Please escalate this ticket to a different departement if you can’t help me. This could be fraud as well.