I’ve been noticing a slight uptick of Sellers seeking advice on how to deal with Buyers who want to cancel an order after it has been completed, or delivered.
Thankfully, the advice given is generally, “Don’t cancel. You did the work. You deserve to get paid.” Or words to that effect. This is a good, because that is the correct (and dare I say, only) answer.
If your Gig clearly outlines the parameters of what you will provide for a specific amount of money, and you deliver an order accordingly, you’re in the clear, both professionally and in accordance with Fiverr’s Terms of Service. The subheading of the ToS, “Order Cancellation,” is instructive:
“Orders are not eligible to be cancelled based on the quality of service/materials delivered by the seller if the service was rendered as described in the Gig page. Buyers may rate their experience with the seller on the order page, including the overall level of service quality received.”
If this provision applies to you, you have the high ground. If the Buyer requests a cancellation, refuse. If the Buyer asks CS to intervene, show them both the verbatim quote above. Stand your ground.
Yes, chargebacks happen, and yes, it would appear, based on some experiences outlined in these Forums, that CS does not always adhere to the ToS in terms of acceding to cancellation requests, but honestly, these incidences are few and far between.
The worst that will happen with a delivery which a Buyer is dissatisfied with but cannot cancel is that she/he will give you a 1 - star rating with unsavory feedback. If that happens, let it happen.
Stop cancelling orders just to avoid negative reviews. This practice is part and parcel of the reason why Sellers are evaluated on a monthly basis now, its legitimate issues notwithstanding. It didn’t necessarily have to be like this, but it is, and if we’re really being honest with ourselves, we as a group are partially to blame.
You are at liberty to ‘set the record straight’ in respect of any negative review you receive. I’ll tell you something else: the most discerning Buyers don’t care about negative reviews so much as they care about your responses to those reviews. I can confirm that as a Buyer, one of the first things I look for is the responses a Seller gives.
Is the Seller being professional? Has she/he taken the time to explain the circumstances surrounding the review? Is it a case of the Buyer being genuinely troublesome? Or were her/his concerns real, and the Seller failed to address them when it mattered most?
Sellers who give generic responses to negative reviews (especially detailed ones), or who don’t respond to said reviews at all, are Sellers you may want to think twice about conducting business with.
Finally, I realize that ratings are a metric that needs to be looked after for maintaining Levels or preventing demotions, but I would argue that it is better to be demoted as an individual Seller than to cancel a delivered order out of fear of a single star, which can demonstrably have adverse consequences for the rest of us.