Sometimes a seller isn’t left with much of a choice… They have to send a cancellation request to their buyer. Whether the buyer’s unresponsive or they ordered something you clearly don’t offer, there is no other solution.
The resolution center is great because, as the name implies, it offers solutions. You can ask your buyer to extend the delivery time or you can try to work things out instead of losing the sale. These improvements are truly great and encourage sellers to avoid cancellations and find work-arounds. And I’m sure this option has been abused as well, so I commend fiverr on looking out for buyers. I know you’re all doing everything you can to ensure buyers and sellers are respected and appreciated.
However, not all sellers abuse the cancellation feature. Like I mentioned in the first paragraph, unresponsive buyers or buyers who order the wrong thing can’t exactly be reasoned with so the cancellation is the only viable option. Yet, this will still negatively impact a seller’s account (the Order Completion rate and gig ranking in search results).
I understand there will always be ways to work around the system to avoid any consequences, but I’d like to think most of us hardworking sellers are highly competent, integrity-driven people.
In the resolution center, if I select “Buyer is not responding” or “Buyer ordered work that isn’t offered in this gig” (this option is no longer available… I just checked), then the cancellation–even if it’s not mutual, should NOT count against me in any way, shape, or form.
And I’m sure we’ve all had that one buyer who orders your gig and immediately sends you an cancellation request saying something along the lines of, “I ordered by mistake. Please cancel.” So a seller will get penalized for that as well?
I just looked and now there are only four option in the resolution center as opposed to the generous list of options:
“I’m too busy for this job.”
“The buyer will order again.”
“The buyer is not responding.”
And unfortunately, there’s not enough room in the “Other” text area to explain what’s going on. Sometimes, it’s not a simple explanation.
I know this would be A LOT of work, but it would be nice if the fiverr team looked into cancellations under the “Other” option and see why the cancellation happened in the first place. Then it can be determined if the Order Completion rate should reflect that specific cancellation or not. And when the seller selects “The buyer will order again.” or “The buyer is not responding,” their business should not be impacted in any way. Mutual cancellations shouldn’t do anything to our accounts either because it’s, well… mutual.
No seller should have to deal with a lower spot in search results or a lower completion rate percentage for instances that are clearly out of their control.
Thanks for listening.