Here’s my conversation with Fiverr customer service. If you have 5 minutes, read through this and tell me what you think. I’ve already spent more time than it’s worth trying to get such little money back, but things like this really tick me off. Definitely not the way to treat your sellers, and gets me thinking if there will ever be an online marketplace that knows how NOT to completely take advantage of sellers. I’ve been on eBay, PayPal, Fiverr, etc and all of them handle things the same way.
alexgreene Tuesday at 19:57
I just received an email from you telling me that the buyer who purchased my gig was refunded because I failed to deliver on time. The gig purchased was delivered almost immediately (within 5 minutes, literally), more than a week ago. As the gig states, I have featured the buyers YouTube account on my own. I see now that the buyer left a poor review that he did not receive any results, which I am guessing is his complaint that he didn't get any views on his channel. That was not anything promised in my gig. My gig offers a certain amount of featured time, not a guaranteed number of views.
This is a waste of time that I have to deal with this. Besides giving me back my money, could you provide the criteria by which you decide to **** over sellers so that I don't make this mistake again in the future.
I apologize if the person reading this was not the one who stole my money, but I'm pretty upset that I'm having to spend 10 minutes now to complain, you probably will ignore me, as Fiverr support has done many times before in the past, all on top of having offered my services apparently for free with no payment.
Eddie Yesterday at 12:43 (the problem has now been marked as SOLVED)
Sorry to hear of your experience for the cancelled order. It appears that the order was cancelled as you have not responded to the buyer's concerns of not receiving any results. I strongly recommend that you revise your Gig's description on what a buyer can/cannot expect for this service. I would like to add that this order was cancelled 8 days after from when the buyer initially sent a message to you for this service.
alexgreene Yesterday at 17:40
Definitely not resolved, Eddie.
Please correct me if I'm wrong, but are you saying that if a buyer makes a complaint- any complaint, even if it is not warranted, and the seller does not reply, the buyer can get their money back?
My gig description is very clear that I will feature a buyer's channel on my own so that all of my viewers can see it. I make no claims of how many people this is, nor should I have to.
At work the other day I saw a Fiverr commercial playing on one of the tvs in the lunchroom. Are you saying that Fiverr purchased this commercial with a guarantee that X number of people would view it? No, when you purchase a tv commercial, you know how many people watch that program, and you pay a certain amount of money to get a spot. If nobody ends up watching, or if the entire world ends up watching it, you still paid the same amount,
and "I'd also like to add" that the buyer's message to me was 'hi no results until now'. To me that is not a valid complaint worthy of taking my money from me. if the buyer had said "hello, I've not gotten any views on my channel" I would have replied with more info.
'hi no results until now' means to me that they hadn't seen any results the previous 4 days, but now they are.
Before you take my money, you need to notify me that there's a problem! How am I supposed to deal with a problem that I don't know exists?
Even after receiving terrible support from you guys on previous (and similarly ridiculous) issues, I cannot believe that this could happen.
I've been a seller on here for more than 5 years, and I get treated like a ****ing thief in the night.
Props to you Eddie for responding in 2 days, though. Previously I've waited months for replies from support. I actually got ****ed over in September 2014 and my ticket for that is still open and never received any attention.
Eddie Today at 09:19
Sorry to hear of your experience for this order. As mentioned before, I recommend that you revise your Gig to state the services that they will/will not receive. We take into consideration what is mentioned in the description and the buyer's requirements before a order is cancelled and the description should be well defined. If you do no promise views/subscribes it should be placed there to avoid any confusion from your buyers.
alexgreene Today at 14:37
That is the worst customer service response I've ever received. Even PayPal has better customer service than that, and I've been royally screwed by them too.
Your response is that I need to claim what I am not offering in my gig, otherwise my buyers can cancel because I did not deliver something that was not explicitly stated as 'not being offered'?