If you are on Fiverr for a long time, you should certainly have dealt with this type of buyer.
You know, the type of buyer that places an order, you happily work on it and deliver it as promised
But then…he hits the modification or the cancellation button with a comment like:
“I want a refund”
“I don’t like this”
“That’s not what I wanted”
And that’s the moment when you start grabbing your hair trying to figure out what you did wrong, because the buyer didn’t even took the time to write 2 more sentences and explain the issue.
It must have happened to you as well.
I bet I know what you did next!!
You politely contacted the customer offering your help. And here is what happened next:
He didn’t reply.
He clicked on the modification/cancellation button again paraphrasing the same words he used the last time. No explanation or additional comment that could help you understand what’s the problem.
He posted a beautiful negative review.
BUT WAIT, because I know what happened next!
You tried to reach out again, being as polite as you can humanly be and trying to figure out a solution.
If he already posted a review, he will probably not even reply.
If he hadn’t posted a review yet, he will probably click the cancellation button again.
You are FORCED to either 1) give him his money back 2) keep playing the same game risking to get a negative review.
In both cases, YOU are screwed.
Of course, support cannot help with forcing the buyer to accept the order and won’t likely remove the feedback unless it’s a clear TOS violation.
So, you either lose your money, or get crappy feedback.
EVEN IF you were polite, kind and helpful. Even if the buyer never took time to communicate. You are the one who loses.
So, fellow Fiverr sellers, my question is: How Do You Handle Situations Like This?
Let me know what you think below!
Spxmac’s Team Chief