Fiverr Forum

The cancellation formula is faulty

Hi,

I had a 11 cancellations in January mainly from people ordering stupid things like asking me to use copyrighted material, design a whole website for $5 dollars. I even had one order who asked me to steal content from the hacker group anonymous so they can use it in a promo video. Does Fiverr really expect me not to request to cancel these orders. My gigs clearly state that I can’t do that use copyright content and clearly define what the gig includes. The end result is that it caused a level demotion.

I was trying to work out why no matter how many gigs I completed the completion ratio was not changing. I looked today and saw this on the Fiverr site:

“How Is Order Completion Calculated?
The Order Completion formula is the number of cancellations subtracted from 100% over the last 60 days total of orders, including buyer-initiated, seller-initiated, mutual cancellations and Customer Support.”

It says they are directly subtracting each cancellation from 100%, so if you have 10 cancellations it is at 90%. This means that even if you did 10,000 orders and had 11 cancellations in 60 days you would get a level drop.

I don’t know where their math comes from but it purely doesn’t make sense. A percentage is a percentage of orders you cannot subtract individual orders from it or it is not a percentage it is an arbitrary number that represents 100 - cancellation,

What is going on Fiverr , time to add in the accept order button to stop these ridiculous orders affecting sellers

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from https://sellers.fiverr.com/en/article/all-about-order-completion

“How Is Order Completion Calculated?
The Order Completion formula is the number of cancellations subtracted from 100% over the last 60 days total of orders, including buyer-initiated, seller-initiated, mutual cancellations and Customer Support.”

It says they are directly subtracting each cancellation from 100%, so if you have 10 cancellations it is at 90%. This means that even if you did 10,000 orders and had 11 cancellations in 60 days you would get a level drop.

I’m sure if in the last 60 days you had 10,000 orders with 11 of those being cancelled you would not get a level drop (though I’m not sure it’s possible to do that many orders in 60 days).

I’m sure it’s just that Fiverr’s article page isn’t very clear. What they really mean I’m sure is that:
order completion value = 100% - percentage cancelled (based on orders in the last 60 days)

So 11 cancellations is 0.11% of 10,000 completed orders (in last 60 days). So in that case it would be 100 - 0.11=99.89% order completion rate (which would be fine). So if you completed 99.89% of 10,000 orders (had 11 cancellations) in 60 days you’d be fine (since 99.89% is not under 90%).

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I have done the calculations working out the percentages and this is the only formula that accurately represents my current rating.

“So 11 cancellations is 0.11%”

No you are still treating it as a percentage which it appears they are not

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That’s wrong.

number of orders - cancellations = X

number of orders = Y

X/Y = order completion rate

That is a quote from their page? It is wrong?

Yes it is. I told you the formula.

I’m saying if you cancelled 11 orders out of 10,000 orders (orders from the last 60 days) your Order Completion rate would be 99.89%.

100- 0.11=99.89.

I’m also saying Fiverr’s page describing the formula isn’t written clearly. Basically they should re-write the description of it I think, so it describes it as accurately as possible.

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That doesn’t represent my percentages and doesn’t explain why the number is not changing after doing large number of orders

You have 100 orders. You have 5 cancellations.

100 - 5 = 95

95 / 100 = 95%

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You can keep writing the formula over and over but the number does not represent what is being shown on my screen.

Lets end the conversation here it is circular.

I will talk to support

Did you see how I got the 95%? It’s not rocket science.

Try it with your own figures.

Yes! I said I have done the calculations and it is not correct. I have said this to you.

LOL this is easy math. No idea what’s so hard about it.

For the last time. The formula you have written does not represent what is being shown on my screen and does not account for the number not changing. This is not a hard concept to grasp either,

Thank you for your responses though

You have 50 orders. You have 10 cancellations.

50 - 10 = 40

40 / 50 = 80%

I don’t know what’s wrong or what you mean by

“shown on your screen”. I’m trying to be helpful to you and telling you how the percentage is calculated. What’s so hard about it? Why so dismissive?

Is anyone wants me to calculate their correct percentage of completed orders you can post your total number of orders here and total number of cancellations here. I will do this for the first two sellers who post these.

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What they are saying here is that they take total number of orders and subtract the cancellations from that, not subtract them from 100%. They mean subtract them from 100% of the number of orders.

What I am saying is that I used the formula you provided and it does not represent what is being shown as my cancellation rate. I have a spreadsheet with cancellations and orders and keep a track of sales earnings ect.

However I understand that this may be badly worded in their website. It seems it may be a problem with my account. As I said above I will contact support.

Thanks for taking the time to help