Fiverr Community Forum

Need Help ASAP. Buyer claims to have bought my product but I don’t see it on my personal balance

Need help ASAP. Buyer has bought product and can’t see on balance or got a email or notification pls help


Have you contact with customer support?

No I haven’t should I contact my buyer…?
Btw need 20 words so just typing this

Don’t do anything until you get an email notification to confirm product was actually purchased. Just send them a message apologizing for the inconvenience, and explain you need to wait for confirmation.

That way if they’re trying to scam you, they know they can’t.

Have you gone to the Fiverr dashboard and is there an order from that buyer there?

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Also I don’t think it shows in the balance until a certain number of days after the order is complete.

As @uk1000 said. I think it’s the right process. In my opinion only customer support has the right answer.

Have you delivered anything as your profile doesn’t show this.

No no order there I only have he messages we send to each other

I haven’t delivered the work yet, does that have to be done first for him to finish the transaction?

A buyer orders, pays, and then you deliver.

If you bypass this you will have worked for free.

Suggest you read the Terms of Service at the bottom of the Fiverr main page.

Everything is explained there in great detail.

Check this out: Top 5 Tips to Protect Yourself from Badly Behaved Buyers


I haven’t gotten any pending orders and nothing dashboard but he asked if I could do the work

So if the buyer is saying they purchased but can’t see an order for it, ask the buyer to contact support about it. They might be trying to get free work by saying they ordered when they didn’t (or it could be a bug). But don’t do what is being asked until you have an order for it.

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The buyer has overvall positive feedback

You need to remove the name of the buyer as that is not allowed on the forum.

Ok I am kinda new sorry

So you could do what I said - ask them to contact CS about it if they don’t actually have an order but are saying they paid so CS can sort out the order (if there should be one).

It’s up to you. But you can’t deliver anything without an order. If you wanted to show any work in the inbox put a big watermark on it so it can’t be used. But you shouldn’t do work without an order anyway (as you may end up doing work and not getting paid for it).


Ok thank you I will wait until my customer responds and proceed from there. I will contact cs if there are any problems


It’s not you but your buyer need to contact CS. Fiverr wouldn’t be able to do anything if you contact them.
It has to be your client reaching out to support if it’s a payment bug.

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Sounds like a scammer. I had the exact thing happen to me. I didn’t even bother waiting for the “Can you please work on my order while we sort out the payment problem?” Um, no, go away!