I’m honestly posting this in the hope that someone qualified from the Fiverr support team sees this before I take any legal action, but for fellow sellers it’s probably still a useful warning.
So, I have a buyer who orders a machine learning model for 720$ in two milestones. I go deliver the first model, the buyer is happy but can’t pay for the second milestone yet so he asks to extend the order. Fine with me I think, Fiverr acts as an escrow so I’ll get my money eventually… I thought.
Now the buyer suddenly cancels their order & leaves the platform. Now I get an email to respond to the cancellation request within 48 hours. I think ok, this is ridiculous, I’ll just deny the cancellation and escalate it to the support. But guess what, they have (immediately after the buyer requested to cancel the order) agreed to the cancellation for me and the order is marked as cancelled.
Now I request Fiverr’s customer support to refund me my money since obviously the mistake is on their side (cancelling my order without asking me first/waiting for the 48 hour period to run out). Their response is simply that the responsible team has decided not to refund me and they, as customer support, can’t make any decisions.
I don’t plan on letting this go so easily and in the worst case will pursue legal action. This especially sucks because Fiverr has been a decent source of income and I was considering to start doing it full-time, but obviously I can’t do that if none of my orders are safe from getting cancelled any time.
If anyone from the fiverr team sees this I’d happily get some information as to how you retain the right to cancel a DELIVERED order on a whim and then not refund me.
For all other buyers please do take this as a warning that if you get a big order they’re literally not safe and can be cancelled whenever.
If anyone knows what I can do here please do let me know because it’s quite a lot of money for me!