Turn the needy client into a repeat customer that will pay more for the amount of service that they require. Instead of getting upset, If I deliver a great experience, The next project will be at a higher rate. I have had many repeat customers pay 2 to 3 times the normal rate because they loved the product and the service. They weren’t overcharged. They were charged an estimate of the time involved.
It is difficult to take our emotions out of it. You need to understand exactly what the customer needs to be satisfied. If it is too abstract, you may not be able to clearly understand what that is. Then you should offer a refund.
“I understand that you are not satisfied with my work. I do not clearly understand the specific changes that you require to make this delivery acceptable. Thank you for your time and for allowing me to work on your project. This mutual cancellation will return funds to your Fiverr account so that you can find a provider that will more closely match your needs.”
Kindness, Kindness, Kindness.
Continue to tighten up your description so that you can refer back to what you provide and don’t provide.
Cancellations of this type should only happen 1 in 200-300 orders. To me, it is more about disrupting the clients workflow. I have sat on their order for 3 days and they may possibly be behind now.
I have also delivered $150.00 orders, that will take $450.00 more revisions to make the customer happy. If I can, I will. If they are asking for more than what my gig clearly covers, I will message them about it.
Like someone said before, An $80.00 refund may be a better deal for you than spending $200.00 more working on it. Even after that, they could still cancel.
In a perfect world, we should never start a job where we don’t clearly see what “finished” looks like.