This buyer gives me 1-star for my flyer gig, in the “buy again” section. Apparently he thought I was a graphic designer, so I promised the guy that if he changes the review to 5 stars, I will refund his order.
You stated the issue is:
I have an issue with the feedback I received from the buyer”
Then Fiverr tells me I must contact them to refund the order because the order was closed. Yes, the automated system didn’t let me refund him because the order was now “closed.” Never mind that I didn’t even reply his review.
Then I’m told this:
"Thank you for contacting us about this. We can cancel this order for you. However, we cannot remove the feedback on the order for you. When a buyer leaves feedback, they are not just rating your delivery, they are rating their experience with you as a seller. We take our buyer’s opinions and experiences very seriously. It is against our Terms of Service to “solicit the removal of feedback reviews from buyers through mutual cancellations.”
Keep in mind that it is against Fiverr’s policies for Sellers to solicit feedback changes from Buyers in exchange for refunds, discounts, upgrades or any other type of additional benefit."
Then I get this:
“ATTENTION - ACCOUNT WARNING
To create a fair and respectable marketplace, we ask that you do not try to manipulate or find workarounds to “trick” our system. This is considered as improper behavior and a violation of our Terms of Service.”
I read the terms of service (5 pages long), there is no mention of my situation.
Some of these buyers don’t think before they order. They don’t read the gig description, and then we’re the ones who get punished.
- Our ranking goes down.
- We lose money.
- We get a bad review
Of course, Fiverr tells me this:
Our feedback modification request is available for users to send to buyers to modify their feedback in case it was placed by mistake or if there was an issue. It is not available for sellers to solicit feedback removals by offering a cancellation to an order. The warning was left on your account by our Trust and Safety team for requesting the buyer to update their feedback in exchange for a cancellation. This is a violation to our Terms of Service. In the future, please refrain from attempting to solicit feedback changes through cancellations, discounts, upgrades, or any other type of additional benefit.
At this time, we’ve cancelled the order for you and your buyer. If you run into any further issues, please contact us again."
Next time, I’m keeping the money and the review. This aggravation isn’t worth it.
Frankly, I think we sellers are between a rock and a hard place. If we get low reviews, our rankings suffer. If we refund, our rankings suffer. If we ask customer service to refund an order, our rankings suffer and Trust & Safety gives us an account warning.
What are we to do? Deliver our orders with words such as “If you’re not 100% satisfied for my work, click “Resolution Center” and start the refund process.” I used to write that, is that even allowed? Or will Trust & Safety get angry?
Come on, Fiverr! You have too many rules!