We’re Level-2 Seller, but in last 60 days, 3 of our orders got cancelled from Client side. All are our returning customers.
PROBLEM IS, WHY OUR ORDER COMPLETED PERCENTAGE DECREASED BY THIS CANCELLATION FROM CLIENT’S SIDE?
Our order completed value was 99-100%. Then one of our client mistakenly placed 2 orders. I said him to cancel 1 order as it was placed because of his mistake and because his money was in escrow. He cancelled, the money was returned to him and our ratings decreased to 87%.
Another returning client, placed order but failed to provide necessary requirements. He wasn’t pro so he requested me to cancel the order for him. I did, he got his money and our rating decreased to 76%.
Today, one of our client ordered our new gig, without reading the description, without reading the FAQs. Placed the order and in requirements, failed to provide the necessary info. He cancelled the order with an apology that he didn’t read the description and FAQs. I accepted his cancellation requested and he got his money back and our order completion was decreased to 67%.
Problem is: All the time, clients admitted in reason of cancellation that it’s their mistake, they initiate the cancellation process, yet our ratings are effected. Why???
EVIL ANYONE CAN DO:
With this policy, if anyone hates me or my company, he/she can make an account, place order and then dispute that. Then make a new account, place order, cancel. With just 5 tries, We’ll move from 100% to 50%. I mean it’s a mess. Is this for what Fiverr stands for the Doers? All respect, ratings, money, everything in hands of clients???
From Comment of mctimon: There should be an ACCEPT BUTTON for the Doer to accept the order. Any order cancelled before this point must not harm ratings.
Fiverr must see who cancelled the order. If it’s the client, and client mentioned it’s their mistake, the doers rating must not drop. Similarly, if it’s client’s mistake and client cancel the order before starting it, blaming the doer, the doer should be able to dispute the cancellation reason. If Fiverr doesn’t rectify this problem quickly, good doers who have returning customers will either leave the platform or will go down in the search and ratings, make less-talented doers come above and spoiling the platform.
SOLACE Engineers Inc.