Okay, so long story short - a buyer left me a bad review. I contacted him and messaged him this:
“Hello! You could’ve contacted me before accepting the order, I would’ve happily revised the work for you”
to which he responded with:
"bro im so sorry it is my first time using fiver it didnt allow me to communicate with you so i thought it was over… now what?"
So my question is - Apparently I could’ve worked this out with the buyer, but he thought that the delivery is final and that there is no way to contact me after that, and he didn’t know that he can request a revision so he left a 5 stars for communication… and 1 star for “Buy again or recommend”.
Now, I know we’re all walking on eggshells here so I contacted CS, and they of course responded with "If they want the review changed, they will have to contact us, however, it’s up to them to do so, you are not allowed to suggest this option to them, as it would essentially be considered as manipulation.
Perhaps revising their order and fixing it for them might prompt them to contact us and have the review changed or removed."
Okay… So… This user didn’t know that he had the option to contact me after the delivery, he didn’t know how to request a revision, so I think it’s safe to conclude that he most likely won’t be familiar that he can edit his review if that isn’t hinted to him. I know the reasoning behind this “Rule” but it is ludicrous, especially when rating is one of the biggest factors that affect our business and CS should look carefully into each specific case.
So yeah, judging from his response, he wanted to take advantage of the options that the platform offers (of which I informed him), but being unfamiliar with the platform he didn’t have the chance to do so. The “Now what?” indicates that he would prefer to take advantage of those options if he knew what to do next. I can easily revise the work to his satisfaction if he were to revalue his experience, but I won’t do it because Fiverr won’t let me inform him that he has the option to change his review.
Then CS suggested that I should deliver a revised work and that maybe the work itself might prompt the user to contact CS for a review modification. Yeah, I guess the new user that left a bad review because he didn’t know how to contact me will somehow see the light and the knowledge will come from above and he will then contact CS to change his review… Right…
This could’ve been easily avoided, but the platform is fixed more on not deviating from its illogical rules than the experience of all of its users - The sellers and the buyers.
New user doesn’t understand Fiverr; New user rushes to leave a bad review; New user regrets leaving a bad review because he understood that he could’ve just requested a revision; New user wants a revision and asks “Now what?” ; Seller (Me) won’t provide a revision (I would but I can’t mention that he has the option to change his review so doing additional work just to be stuck with the same bad review is not in my best interest); Sad buyer; Sad seller; Bad policy