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!”
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.