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#1

Hey Guys!



We’ve been reading your feedback about the response time of our customer support team and wanted to take a moment to address some of these issues.



Before I get into, I just want to share that our community is growing exponentially! So let’s take a second to welcome all the new comers – “Welcome, guys!” :slight_smile:



With this rapid growth, we’ve seen an increase in the number of support tickets and our Support team is working hard to get to each of them so you may have noticed an increase in response time.



In order to keep things timely and streamlined, we want to remind you about a few tricks that might help you get the answers you need as quickly as possible.

1) Answers at Your Fingertips



You can get answers really quickly on our Knowledge Base. We have a wide variety of questions already answered for quick reference. If you still can’t find the answer you need, feel free to open a support ticket.



2) Choose The Correct Category



When submitting a support ticket it is very important to select the most appropriate category on the feedback form. This way our Support team can review your request and get back to you as fast as possible without having your ticket bounce around from category to category! (Sure we like pinball, but we want your tickets to take the most direct route.)



3) One Ticket



Please remember, one ticket is all you need. We promise to get in touch once you submit a ticket. Your experience on Fiverr is very important to us here at HQ and we are working hard to respond as quickly as possible. If you suspect your ticket did not make it, you can check the 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.



4) Mutual Cancellations



Guess what else… mutual cancellations can be done without Customer Support. You can do it yourself and it still won’t affect your ratings*. Find out how here.

The most important thing to our team is you – our community.



Our highest priority is to answer your concerns. We are taking several measures to improve response time and continue to respond your requests in a timely manner. Thank you, for the patience and understanding, as we continue tweaking to make things run that much better for you.

  • To answer your question: Mutual cancellations can impact Level status, but so do cancellations through the support team.

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#7

I miss good old days :frowning:


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#9

Reply to @oldbittygrandma: I posted this on that thread… but after 10h it’s still waiting for moderator to publish it!!!


Mutual Cancellations won’t affect our ratings, but what about levels award?
Can we lost our levels or be prevented to advance if we have too many mutual cancellations?
I have 30 cancellations, 90% asked because buyers bought as a result of wrong click or asking things I cannot do for them (as clearly stated in my gigs description… but quite noone read them…) or because of “incomplete orders” remaining there for a long period without buyers answer… so, can this affect my levels?
This is a question I saw many many times inside forum…

Now I see that here on forum @madmoo and others are asking same thing... good, I don't feel alone :D

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#12

Reply to @oldbittygrandma: well, my question was trying to let them understand that current policy about cancellations should (IMHO) revised.

I know they answered, but they didn’t give us numbers, percentages, cases… just a concept, do you get what I mean?



How many times did you read in this forum people complaining about cancelled orders? Come on, if a buyer wrongly hits order and then asks for mutual cancellation I cannot have a penalty for this.

If buyer order something I clearly say in my description I can’t provide, I’m in the need to cancel this order.

If I have MANY incomplete orders (even after writing buyers without an answer) it’s not my fault…



This is definitely wrong and this should be changed…

Just something to discuss on… what do you think?


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#14

Reply to @oldbittygrandma: sounds weird, but my mutual cancellations went down when I added [Contact me before order] in my gig title!!! I don’t like it, really I don’t; but some mate here on forum suggested it and I tried… it looks like a punch in the face, but definitely works!!!

Then, in another post, people was discussing about this (my header) and some buyer was stating that he don’t order when finds such an header (so I’m not alone with this I think)… and I’m sorry for this… but somehow I had to defend myself from undesired orders…

Honestly, if Fiverr changes policy about cancellations, I will remove that tag from my title :smiley:



Just to let you understand more: I say i cannot develop websites… do I have to tell you how many buyers ask me for websites development every day? :wink:

Well, the good part of this is… buyers are watching my gig!!! :smiley:

And I answer everybody that I hope to work with him/her to some other project… maybe it works…


#15
oldbittygrandma said: I am just a seller like everyone else here.
No, you're not! You're OBGM, a leader here, our myth, together with some other wonderful mate (@madmoo @arnevb and many others) :D


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#18

I can see why you’re loved. I just checked out your gigs.



And to clarify. I did not mean ‘individual’ but yet “collectively/individual” for example, gigs about “social media likes” may have a lower tolerance set. And they may not “set it” until it’s known that’s what the gig is…



All this does assume a level of “functionality” and customization that may well NOT be anywhere in the “programming” and may be very manual, as well. In which case, it’s not “a number” at all but "a feeling"



I like your gigs. You do have a good sense of branding. I might have an idea or two on how we can JV, if it fleshes out in my mind, would you mind a direct message to that effect?


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