I woke up to a new seller having ordered my gig by accident twice. Now my stats on order completion will fall to 90%, and in a few days when the orders fall off because I had an influx of orders 55 days ago, my stat will sink even lower. I tried to get them to help me, they just said:
“we won’t be able to cancel an order without affecting your statistics. We can totally understand your point however, all cancellations are factored into your account’s statistics. Even if the Buyer reaches out to Support, the cancellation would still be reflected, as we’re not able to manually remove it.”
As long as they can totally understand it, it´s all fine, isn´t it… keeping my fingers crossed that you´ll get enough orders to make up for other people´s mistakes before next SLD, Vickie. For you too, fastcopywriter. Really not fair.
So we should be allowed to post a notice on our gigs that no cancellations are allowed, even if the order is by mistake. We simply cannot accept them, obviously. It sounds to me like this is what fiverr wants. It is the only conclusion I can come to. I may ask customer support about this.
If sellers are being demoted for getting any cancellation no matter what, then we need to be able to refuse all of them.
If it was a few hours later, I would not accept the request. You set aside time to do it, adjusted your schedule for the buyer’s job, and have a right to refuse. It is not uncommon for professionals to go ahead and charge a fee for making an allowance in their time to complete an order, and even turn down other jobs due to a time limitation caused by an order.
Buyers need to be put on notice that sellers are not to be treated so inconsiderately.
In my case there are preparations and schedules to be made as soon as I get an order, so any order by mistake causes major problems.
Had a buyer deactivate their account, thus resulting in a cancellation for me, then come back on another account claiming they deactivated that account by accident and reordered. Then asked for the original delivery time to still be in effect despite having to reorder.
Contacted CS, and they pretty gave me the same cookie cutter “All orders are factored into your score, sorry”
I think the calculation is made when the order is marked as complete or when an order is refunded.
For example, yesterday I delivered 4 orders out of 5. My 89% has remained at 89%, I hope when these deliveries get marked complete it increases to 94%, I’ll be lucky if it rises to 90%.
CS told me this:
Thank you for getting in touch with us. I am sorry to hear about your experience. The Order Completion Rate you are currently seeing is the correct rate from the last 60 days. The rate includes all cancellations, including mutual cancellations.
I’ve included links to a few items that might be helpful in understanding this feature better:
We understand that there are some cancellations which cannot be avoided and are no fault of the seller. Currently, your analytics will continue to reflect all cancellations and in the near future, this may be updated.
Fraudulent orders are determined by our Fraud and Risk Teams and are not subject to be altered by Customer Support. Additionally, they will remain in your analytics.
This is the first ray of hope for this sorry situation I’ve heard.
I really can’t see a way to automate something like this that needs a human to take a look at it and make a decision about whether it should count or not. They need to hire a few people who do nothing but make decisions on whether a cancellation should count or not.