A couple weeks ago I noticed some very old orders in my queue, orders in which the buyers never completed the ordering process. In the old site design, these orders didn’t show up in my main queue, but they do on the new design, so I cancelled the orders to rid them from my queue.
Fast forward to two days ago, and my Level 2 Seller status was removed because my order completion percentage was too low. The only orders I’ve cancelled during this period were the aforementioned ones–orders which had never been completed by the buyer, and which would have been impossible for me to deliver.
I figured this was a mistake, so I contacted customer service to see if they would sort it out. The response was essentially “We’re not going to help you. Thanks for understanding.” When I told them I didn’t understand, and that I found it unreasonable, I was told once again that they would do absolutely nothing to help. When I pressed the issue one more time, they sent me some irrelevant links with tips to avoid cancellations, suggesting they hadn’t even read my messages or understood the situation.
So, why is fiverr customer service so horrible? Fiverr expects us sellers to be flexible, to compromise, to bend over backwards to satisfy our customers, but they don’t meet their own standards. It took them 36-hours to respond to my first message; if we did that routinely, our stats would be in the tank! But fiverr clearly doesn’t play by its own rules.