Fiverr Community Forum

Mutual cancellation was declined, what to do next?

Welcome Fiverr FAQ
#1

So I get an order, I go “Sweeeeet” and wait for the buyer to update the order box and give me the
necessary information so I can go on with the gig. 2 days later, no reply.
OK, so maybe he ordered by mistake? So I send him a message, asking him to send me the information. I also pointed out if he has ordered by mistake, he can cancel it anytime. Another 2 days later, he finally replies saying he DID order by mistake, and he wants to cancel. OK, slightly disappointed, but it happens. So I request a mutual cancellation.

This morning I wake up to find out that he has declined my mutual cancellation. What the heck???
This has never happened to me before, so I’m not sure what the best/safest thing to do is.

For now, I sent him another message asking him why he declined the request, I added that if he has
changed his mind, he would need to give me the information so I can work on his image (I draw characters BTW).
I also said that I will wait until tomorrow morning again, and if I don’t hear from him, I will request another
mutual cancellation.

Well, I hope I did the right thing.
I am guessing that if the buyer still doesn’t respond or decline again, that is when I should contact
the CS? Or should I just go ahead and send them a message now and let them know about the situation?

What would be the next step to take?

Thx!

#2

Well if he has not submitted instructions that means that the GIG is inactive?



So it’s not actually doing you any harm.

#3

I think you should contact the cs right away. Don’t delay. Fiverr should have some protection for Sellers too

#4

I think you should contact the cs right away. Don’t delay. Fiverr should have some protection for Sellers too

#5

I think so maybe he ordered by mistake, wait … wait …

#6

Hello people,

thank you for your replies!



When he sent me the message “Sorry, I made a mistake, please cancel it” that pretty much updated the gig, so I had to had it cancel before the gig completion time was over. For some reason he kept “making mistakes” every time I asked for a mutual cancellation, he declined it each time, in fact I had to request it three times in total. He kept saying “I made a mistake, I made a mistake” Judging from his English I am guessing English was not his first language, maybe he didn’t understand what “accept/decline” was.



Finally on the 4th try, he successfully canceled it, so this case is closed.

Thx again everyone!

#7

If you haven’t gotten that message from Fiverr saying “Time to get busy…so and so has sent the information you requested”, then you are not on the hook for anything…You have done all you can.



Just for comfort’s sake you can contact C.S. but I think you should be ok if the idiot has not sent you the necessary info.

#8

Just for future reference, if this ever happens again, and someone does not submit the necessary information, you do have the option to remove incomplete orders.

#9

Totally the fault of fiverr.com’s crap interface

#10

Contact CS right away.

#11

I am a seller and buyer so I know both sides. Now I met a seller who delivered purple instead of the ordered blue. We discussed it and she assured me she will fix it. Next delivery was even worse. I asked to mutually cancel -she declined. We did go back and forth cancel/decline for several times. Now we are in a loop. I contacted Fiverr customer service and this is their response:

"Kevin Tuesday at 12:09
Hi there,

Unfortunately we cannot step in and cancel this order. It seems your seller has delivered according to his/her Gig title/description. Please keep in mind that as stated in our Terms of Service that orders are not eligible to be cancelled based on the quality of service/materials delivered by the seller if the service was
rendered as described in the Gig page. Buyers may rate their experience with the seller on the order page, including the overall level of service quality received.
We ask that you please communicate with your seller in the hopes of reaching a mutual agreement."

I have a hard time believing this. Is this so Fiverr can keep the money in escrow as long as possible?
This will be infinite loop because I am not willing to pay $40 for poor work. I rather keep on canceling and leave the money in escrow for Fiverr then releasing it to this seller who did not earned it.

Thanks for your help in advance.

#12

Hello I’m having this issue as well. Seller hasn’t responded in 4 days. I sent cancellation 2 times and they denied it. I want my money back because they are ignoring me. what do I do?