That’s a cookie-cutter response. A disappointing one, to be sure! You should write back and note that the default “outstanding experience!” is coupled with a 1-star review and send screenshots of the conversation in between the review. Perhaps remind them of the TOS as well.
Cherrypick according to need, but here:
Leaving a buyer’s feedback is a basic prerogative of a buyer. Feedback reviews will not be removed unless there are clear violations to our Terms of Service.
Which leads to
Delivered Orders (after the seller clicks Deliver Now and before the order is marked as complete)
The seller uses the Delivery system to extend the delivery due date to complete the requested service without providing the final delivered service to buyers.
Note: Multiple reported offenses will result in permanent suspension of your account.
The seller delivers no files and/or proof of work related to the agreed upon order requirements.
Note: Subjectivity of the materials in question will be reviewed by our Customer Support team.
The seller requests additional payments, on or off the Fiverr platform, by withholding the final delivery of services directly related to the agreed requirements.
The seller is withholding the final delivery of services for improved ratings.
Buyers who abuse the Request Revisions button to gain more services from sellers beyond the agreed requirements.
<strong>Buyers who threaten to leave a damaging review to gain more services from the seller not related to the agreed requirements.</strong>
Arguably, the threat was enacted as a measurement to abuse the review button in order to get you to perform–the fact that you had already agreed to do so would validate this complaint.
Screenshots + the book = ???
It’s worth nothing that CS agents have some discretion, so it’s worth politely asking for another review while really highlighting the issue. You will have to be professional and polite to your buyer though… sticks in the craw!
EDIT: link to TOS https://www.fiverr.com/terms_of_service