Of course they can demote anyone at any time, but the level demotion due to the ratings is linked to the Evaluation Day (around the 15th, for some people it’s the 14th, for some the 16th, and you have to figure in a day because of timezones and also for things to be applied and take effect) and the demotion you saw on the 18th probably is the result of your account evaluation from the 15th, unless there was another reason for the demotion than the kind Marc is talking about (less than 90% order completion rate in his case).
ToS violations, for example, most probably can lead to instant demotions, even if it’s the 2nd or 27th or whatever, I’m aware of that, but thank you for your concern even though I am not your mate, and for that reminder of the fragility of life, the universe and everything.
Yes, I know, that’s a much-discussed issue, I have that in my description as well for certain things, and many sellers do, but as we all know, buyers don’t read or follow suit always.
What I wrote meant your case but also this issue generally, as there was a phase after the implementation of the level evaluation system, where absolutely all canceallations were counted in the completion rate, while lately, several sellers have posted about support cancelling orders for them without it affecting their rate, so that seemed to hint at that they are starting to treat cancellations in a more differentiated way again (there were posts that indicated they are working on it too), so fingers crossed that improvement is already and will be there.
I understood that you already contacted them, but what I suggested is contact them again, because people literally have been told by support to write again just before the evaluation date if a cancellation they agreed was not the fault of the seller would in fact lead to level demotion because they can reset the level. There are unfortunately so many posts with relevant keywords that I can’t spend the time to find the actual quotes neither the ones saying that Fiverr is aware of the issue and working on an improvement.
Yes, it’s a general, not just your personal, issue and talked about all the time, sometimes with ideas on how to improve the system like in this recent rant but as this is in Your Fiverr Experience and not Site Suggestions, I had hoped my posts might help you to avoid the demotion if you hadn’t contacted them already. If you think they already understood the issue perfectly and still wouldn’t help, or you don’t want to contact them again, of course, I get that.
I also get that people won’t stop bringing up issues they see or things they perceive as issue, as long as they persist or seem to persist, for the benefit of everyone (hopefully), I do that too, quite a lot.
I do know the situation of one single event which isn’t even your fault dropping your rate a lot, and how that feels like, I’m not really a high volume seller myself, I’ve seen one of my rates drop from 100% to 86% before. Which is why I try to be very precise and if needed and I have the feeling that the support agent didn’t quite understand my point or didn’t read thoroughly, will write again if I feel it might not be a lost cause and when it seems worth it. I’ve had situations where a support agent agreed they had missed something in my first message and then reacted to it in the second. It happens, we’re all human.
Fingers crossed for you, and for us all, in either case, that there will be a better cancellation system implemented that will lead to a fair solution and help to avoid involving support at all in “clearly not seller’s fault” cases, it’s not as if I didn’t have better things to do than write tickets, I clearly need my time to write forum posts.