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How I can do with this buyer?


How I can do with this buyer?, my buyer like my design and I have sent to him all files for the logo design , and He say me can not to open the illustrator file because he don’t setup it on him computer, and I say him can download it from internet and say me “I cannot open it…It says I have to BUY it! And it says I have to buy the illustrator!” and “Hello…I’m sorry, but this is too much. I have never had to do this and I am spending too much of my time to figure this out. I am not happy and need to request a refund since I cannot open the files without the Fiverr logo. I will have to start over with another designer and this does not make me happy at all. Please process a refund.”

Please, help me


Did your buyer know you were going to send it as an AI file when they ordered?

Can you send it in a different format for them so they don’t need any new software?


How I can send vector file in different format ?


Have you suggested it could be opened with acrobat if they change the file extension to .pdf?


I have sent all files include PDF


Maybe you should send him as a SVG file

Also, send him the PNG and JPG in a zip file or as a google drive file


I am about to post a book trailer gig. I had one up and running for a couple of years, and I got a lot of business. One issue I frequently ran into was file type. At the time, the only program I worked with was Windows Movie Maker, so I could only save files as one or two file types.

My solution was to find a free online file converter. My favorite was and it looks like it’s still up and running! You might want to check it out. You can either convert there for your client or provide the link to your client so they can convert the file themselves.

I would always send the link along with the completed gig. Once I started doing that, I never had any conversion problems. I suggest trying that and see if it helps.

P.S. If you only offer one file type, make sure you mention it in your gig description. This way, you can fall back on that if you have any issues that may require CS to step in. :wink:


You have to save it in another format. JPG, PNG, PDF, whatever.

It’s not your fault if somebody hasn’t a software license.

Encouraging illegal downloads is b.t.w. not a professional advice. (<-- I guess this get me flagged)


I have sent SVG too, with all files


I have sent all files


You have to calm him down.

I once had a client that was not happy with me because he said there was no sound in a video I delivered to him. I tested the video on all my workstations and it was perfect. Uploaded it to the drive and it was great. He also said the video was glitchy. Then I had to tell him to open it on another computer, he did and it was working fine. In the end we figured he had not downloaded any drivers for his new computer.

Imagine if he had cancelled the order.


Then there is no reason for a refund.

He has clearly a computer related problem that isn’t solved by going to another seller and/or a refund.
If one buys a DVD and notices when he comes home that he doesn’t have a DVD-player, he will not get a refund either.
Explain it to him and move on.




I think you should contact CS and explain the situation.
They might uphold the review but there is no harm in trying.


Sorry to hear that.
You have the possibility to react to his comment to make things clear.
Something slightly sarcastic would work, like: ‘Sorry that I don’t sell software or entire computers with my gig, seen the fact that it was clearly a computer problem on your end.’


I can understand his frustration.

If I got this message I would have said this to him:

“Oh I am so sorry this happened to you. Please give me a few hours to get these files converted to some you can open. I want you to be pleased with this and will do what it takes to make sure that you are”

Then I would have converted those files to every file type I possibly could! And sent it to him as fast as I could.

This is called customer service. You have to give it to them no matter what they do or say.


Agree on that. OP said that he/she already send the files in ALL possible formats.


I have sent all files “Ai, Pdf, Psd, jpeg, png, svg”


Then I would have said this to him:

"I have sent the files to you in every possible format. Only one of those formats require illustrator. The rest can be opened with a simple click of the mouse and don’t require special software, aside from the PDF file which everyone has the software for.

If you can’t open them there might be some issue with your computer.
The fact that I’ve sent the files in every possible file type and format and you still say you can’t open them is something beyond my control.

I hope the issue gets resolved for you but I have completed exactly the requirements of the gig as it was described.

You most definitely do not have to purchase any software to open those file types."


I have contact with CS and say me

Thank you for contacting us about this. Unfortunately, we cannot remove the feedback on this order for you. When a buyer leaves feedback, they are not just rating your delivery, they are rating their experience with you as a seller. We take our buyer’s opinions and experiences very seriously.

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Select the following issue: "I have an issue with the feedback I received from the buyer"
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On the following page, type a message to your buyer, and click “Submit”

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