As I’m sure everyone has encountered, Fiverr has changed their Feedback Removal Policy in a way that is very dangerous for sellers. As a seller on Fiverr for almost two years, with 500+ positive reviews and a 98% rating, I take my reviews very seriously. I have had many scenarios where instead of submitting a modification request, buyers will simply leave bad reviews and be on their way, in these scenarios I would message them with a simple “Hello, I’m sorry you had a poor experience and I’d love to work with you on changing that experience”. After improving their experience, every time they would want to change their review. I thought this was something great about Fiverr, this opportunity to provide a next-level service such as that, to go out of your way as a Seller to make sure people had a great experience, in turn improving your feedback, everybody wins.
Now Fiverr has removed the capability to do this, you may not ask the seller in any way or form to change their review. In their terms, we are not allowed to: “solicit feedback changes from Buyers in exchange for refunds, discounts, upgrades or any other type of additional benefit.”
What this basically means is that on a marketplace that revolves around providing a service, we are not allowed to be rewarded for improving someones experience. It is essentially the equivalent to telling any employee that they are not allowed to go above and beyond in their customer service because the business does not want customers to have their experiences improved.
Now I understand the function of this rule, to stop all of the mediocre sellers that beg for feedback removals, offer poor services and then give sob stories as to why they need their feedback removed, try and refund jobs to have feedback removed, etc. As I said I completely understand this function, but the overall damage these rules do seems to be on par with the positive effect they have.
I think Fiverr needs to deal with these issues on a case by case basis if they really want to ensure the best experience for their sellers, something here needs to change.