This system sucks, I’m sorry, but I’m saying it. Whenever you have to cancel an order, it penalizes you by lowering your completion percentage. So, even if it’s the buyers fault, the seller is screwed over with a lowered completion percentage.
From now on, I’m going right to support whenever I have to cancel an order, I am no longer using this broken system to cancel orders, because whenever I have to do a mutual cancellation, it just hurts me. Even if the buyer decides to put in the cancellation. Mutual should mean it was agreed upon, and therefore it shouldn’t result in any lowering of the completion rate. I’d understand if it was an order I could do and I cancelled mid order, but no, a customer makes a mistake, orders and now I’m screwed because of it.
Fix your system fiverr, or make options where users aren’t penalized for something that’s not in their control.