Fiverr Forum

Seller refuse to cancel mutually due to rating


#1

So i downloaded the fiver app and tried to order a gig. It gave me an error message so i checked in my account n there was no trace of order being made and i tried ordering again 2 more times with the same result. Then like 15 mins later i had 3 orders of the same things. I wanted to cancel 2 but the seller refused to cancel mutually because it’ll hurt her rating. I want to cancel before she delivers! Please help!! Fiverr did not respond to me either!!!


#2

Give Fiverr Customer Support a chance to respond to your ticket–I’m assuming from your post that you put one in. You can keep requesting the cancellation, and make sure you explain the situation clearly. It may also be worth mentioning that you are talking to Customer Support about it if the seller really does insist.



Please do look at it from the seller’s POV that cancellations do hurt a rating. However, if it was a genuine mistake, which is sounds like it was, then as a seller I would allow the cancellation.



If the seller does deliver something, you do have the option to reject the delivery while you wait for Customer Support to get back to you.


#3
aingham69 said: you do have the option to reject the delivery


No you can't, you cannot reject the order based on personal taste. This is improper behavior and Fiverr will place restrictions on your account regarding this feature. The seller is obligated (as stated in TOS) to completed all orders that receive.

tephteph said: tephteph


First and foremost, try and work it out with the seller. Please understand it's not the sellers fault you tried to order (but seemingly failed), but will be held accountable regardless. Those three cancellations can hurt them big time.

Cancelling is meant to be the last option as Fiverr encourages buyers and sellers to communicate and work things out before anyone 'jumps' to a cancelation. Talk with the seller, do they have any extras you can just tack on the $10 dollars towards the single gig. Can they credit you for a future order? Again, talk with them then talk, talk, talk some more.

If you two cannot come to a solution and they still reject cancelation let Customer Service handle it. The seller will get a warning on their account for refusing cancellation as it's against TOS, but you also put yourself at risk of 'improper behavior' (buying and cancelling) if you continue to do so (mistake or not).

Be cautious before hitting that order button, and when an error occurs - wait. Sadly, the site has some glitches but don't try and figure them out yourself. ;)

#4
thepromogirl said: No you can't, you cannot reject the order based on personal taste. This is improper behavior and Fiverr will place restrictions on your account regarding this feature. The seller is obligated (as stated in TOS) to completed all orders that receive.


This isn't on the grounds of personal taste. This is a mistake--and if it is due to the Fiverr app, then the buyer shouldn't be forced to spend money when she never intended to. The seller is also obligated (as stated in the TOS) to refund when the buyer makes a mistake, and this is the case here.

Yes, it hurts the seller--I'm a seller too and understand the issues--but I also understand that buyers can make mistakes in ordering. I've seen a few people complain about making mistakes by ordering through the Fiverr app, so it would suggest that it is something for Fiverr to fix. The only way they can do that is if buyers alert them of the mistake and sellers co-operate when it is clearly not the buyer who is at full fault. This wasn't an attempt at sabotage judging by the comments.

Now, if it was really due to personal taste on the delivered gig, I would be inclined to agree. But that is not the case here. Although I've never heard of Fiverr placing restrictions on accounts. Whenever I've spoken to Fiverr about someone wanting to cancel out of personal taste, I've just had the usual "we can't make a buyer like your work" reply.