For what it’s worth, I empathize with your problem. We find that our smoothest, best deals are those where the customer speaks with us first, and we can tailor a solution for them (or in some cases, walk away when we feel we’re not the right supplier). We also had such a bad time implementing Commercial Rights earlier this year that we ditched the whole idea in the end, and that was entirely down to people failing to read. We wrote about it in our description, our FAQs, our Requirements… Yet every day we would have at least one customer who ordered the wrong thing because they had failed to read ANY of our notices. Our cancellation rate took a hammering, and we scrapped the whole thing. It’s super frustrating, but some people just don’t read your description. In fact, I’d go so far as to say most people probably don’t.
But the biggest issue I think you’re always going to face is that it’s totally counter to how Fiverr want you to work. The whole point of Fiverr is commoditizing the freelance experience. You want a logo? Find a good designer, add the gig to your basket. Buy some add-ons while you’re at it, checkout and you’re done, with very little actual communication. And actually, as someone who also buys on occasion, that’s often how I want it. If I’m being told I have to start up a conversation with you beforehand, I might go looking for a different provider instead, especially if I feel I have a straightforward requirement and need it doing quickly.
I’m not saying that I disagree with what you’re doing here btw, in fact I wish you good luck with it! It’s your business, you should be able to run it how you want. I just think that no matter what you do, on Fiverr you’re always likely to struggle with this issue.