First of all I want to thank fiverr for all the opportunities. Fiverr gave me a lot because during pandemic I’ve lost my day job and this platform really saved my life. Now I’m a popular level 2 seller with 30+ monthly orders, thanks for that.
But unfortunately, the reason why I’m writing this post is to report about the serious downsides of the platform for the sellers that resulted in recent 3644$ fraud from a buyer and deduction of these funds from my account which makes my further work on fiverr impossible, because fiverrs seller protection program does not seem to work and fiverr tech support / customer service team are near to be useless. Unfortunately… And here is why (I’ve tried to compose this letter without emotions but that was hard, hope you can understand):
I had an order from a strange buyer who wanted to pay the gig by promo code, so I’ve asked Fiverr’s tech support to investigate the buyer**,** If its legit to continue to work with him. TS hasn’t seen anything suspicious so I’ve decided to proceed with the delivery. But just in case while delivering the order I’ve put this text just to make sure that this buyer won’t cancel the order (screenshot 1 attached):
I’ve delivered unique hand-drawn piece of art
Buyer accepted it, rated me 5/5, I’ve received the payment, everything was good, so he proceeded with the orders and made 4 more with big amounts and all of them have been accepted with 5/5 rating. But after 14 days (or more) after the delivery 4 out 5 orders got cancelled.
And interesting fact that three of these orders have been canceled simultaneously on the same date 22nd of January, but fiverr told me that it “got my back” with fiverrs sellers protection program and these funds have been returned to my account. (screenshot 2)
Later, on the 24th of January I’ve received a new letter from fiverr that these orders have been reviewed and I do not meet “the requirements” so these funds have been deducted from my account (screenshot 3)
bummer! I’ve checked again this link: https://www.fiverr.com/support/articles/360010978618 and as I can see the funds can be deducted from my account only if I’m responsible for only service-related issues. (screenshot 4)
The correspondence with this fraud buyer is 100% legit – I’ve made him custom offers with all the terms and conditions of delivery and provided my service in full. So there is no reason to accuse me in not delivering the order fully. Period.
I’ve made a request to tech support about this horrible issue and Federico from fiverr told me that everything is fine and I need to wait for 7 days to receive back the funds to my account and I don’t need to worry because sellers protection program is working. I’ve asked again because I haven’t received any official confirmation letters from fiverr on this issue. Federico confirmed several times that these funds will come back. (screenshots 5, 6 and 7 attached)
I’ve waited patiently for 7-8 days, even tried to clear some of the payments with “early payout” button but these funds were deducted too because of overall negative account balance, which made me worried.
Then the second horrible thing happened: fourth order from the same buyer got cancelled, I had the same letter from fiverr that the company “has my back” with seller protection program, I’ve immediately sent the letter to Federico and he confirmed that “the system” returned my funds immediately (screenshot 8) and I don’t need to worry.
Also he confirmed that all cases are handled in the different way and I just need to wait (screenshot 9)
But then I’ve received a letter from fiverr that this order has been reviewed and the funds have been deducted because of the same reason (“do not meet all the requirements of safety program”). So I’ve asked Federico how come? And he has changed his attitude immediately (screenshot 10) and said that “work was not done 100%” which is totally untrue, I’ve mentioned that above in this post.
I’ve asked to explain further and dig deeper into the issue by the relevant team, but the Federis answer was that inspection goes automatically and not handled by team (screenshot 11)
But seems like this “team” took “proper actions” according to the system and guidelines and deducted the funds from my account. (screenshot 12)
So now I really don’t know what to do and how to react…
I’ve got tricked on 2932$ by a fraud buyer, which is 100% clear,
I have a terrible negative account balance that can be in even bigger minus because of the 5th order which is now ok but soon to be cancelled.
Fiverr hasn’t gotten my back at all and your fiverr sellers protection program doesn’t work at all
Seems like fiverr have some issues with tech support because Federico is just a “forward manager” who can’t help the process at all and “the relevant team” take any kind of further actions but do not investigate the case deeper.
Also this strange buyer “can no longer be contacted”
Tech support now is ignoring me, I open new requests and they got marked as “solved” without any answer
Seems like any seller can be scammed like this… and fiverr is not a safe place for the sellers at all…
Any suggestions on what to do next? once I’ve messaged their COO Hila Klein on some other request on linkedIn, she has never answered but my gig got returned from deletion! But now I do not have the premium account there and cannot message her…
Maybe any of you know the contacts of fiverr managers to send them this case directly? any help would be appreciated!
Regards and thanks for reading till the end