Due to our launch of the new Fiverr, there has been an increase in the number of support tickets and therefore, the Customer Support team has noticed an increase in response time. In order to make sure that you get the quickest possible answer here are some tips to get the answers you need faster.
- The Answers are at Your Fingertips - If you are looking to get your questions answered, look no further than the Knowledge Base or Fiverr Forum. Here we have a wide variety of questions already answered for quick reference. If you still can't find the answer you need, no problem. Feel free to open a support ticket.
- Use the New Resolution Center - While submitting a Customer Support request, we want to make sure that all of the needed information to assist you is in your original request. If you haven't already used the new Resolution Center (located at the top of your order page), please choose the most relevant subject, and supply the order number and any details you would think would help out with your request.
- One Ticket - Please remember, one ticket will suffice. We promise to get back in touch once you submit a ticket. Your experience with the Fiverr website is very important to us at HQ and we are working hard to respond as quickly as possible. If you suspect your ticket did not make it, check its status by logging in here and clicking "Check your existing requests".You can also add any new issues to an existing ticket by clicking the same link and continuing to the current ticket conversation. There you can track your issues as well as our responses. All of your concerns wrapped up in one tidy support request. Also, if you received an email regarding your request with a Ticket number, then we know that your request is in queue.
Mutual Cancellations - Mutual cancellations can be done without Customer Support via the Resolution Center. If you are a buyer and the order is waiting for you to reply to their instructions, you can choose the Resolution Center option of “This isn’t what I wanted”. If the order is already active, the Seller can use the “I’m having trouble completing this order” to start the cancellation process.
For details about using the Resolution Center, please watch this: http://www.youtube.com/watch?v=DzTqmyEwsSI
All of this said, the most important thing for our team is you – our community.
The highest priority is to answer your concerns. We are taking several measures to improve response time and continue to handle your requests in a timely manner. Thank you for the patience and understanding while we tweak to make things run that much better for you.