New mutual cancellation policy?

[gwyneth_galvin]

I’ve had three cancellations in the past 60 days - one was requested by the buyer and the other two were initiated by me.

All three affected my completion rate.

… I say last 60 days, but I believe they were all within the last 3 weeks. One was last week.

[mariashtelle1]

I’ve had three cancellations in the past 60 days - one was requested by the buyer and the other two were initiated by me.

All three affected my completion rate.

… I say last 60 days, but I believe they were all within the last 3 weeks. One was last week.

All three affected my completion rate.

That pretty much answers my question.

But it still would’ve been nice if they finally would’ve take into consideration all our comments about cancellations instead of “tricking” us to make us mutually cancel it.

[uk1000]

This is a question to those who recently (probably in a last week or two) had to cancel an order through the resolution center.

I have a customer who chose wrong package, doesn’t want to upgrade and therefore asking for the cancellation. Usually this was easily handled by CS.

However today I got a representative who just closed my request without taking an action and keep insisting that we should go through the resolution center.

The thing is that he is saying that some criteria in the resolution center will affect statistics and some of them wouldn’t.

Does someone had an experience of cancelling orders themselves through the resolution center without affecting statistics very recently?

(If so then that would mean that they finally put new system/algorithm in place but for now i highly doubt that)

I don’t have an appetite to test it myself because I don’t have enough orders this month to cover for this cancellation.

(and of course big boooo to this new fiverr representative)

They’ve said that orders that haven’t started (the buyer hasn’t press the “start order” button or whatever it’s called, after filling in all the requirements) can be cancelled after 7 days without it affecting stats and that wasn’t always the case (but I don’t know how true that is), but all other cancellations I think still affect it (they’ve not made any public announcement otherwise as far as I know) - unless you can get CS to cancel it without it affecting stats.

The thing is that he is saying that some criteria in the resolution center will affect statistics and some of them wouldn’t.

If that’s the case though surely they would announce it on the forum (or maybe they will later) and/or in help pages. Maybe the CS rep is mistaken or it may be a new change or maybe they just don’t want too many people asking CS to cancel things or that was one of the reasons for adding the “not affect stats” if it has been changed.

[steve_maxell]

I find the resolution option to be pointless in some cases.
For example.
If you need to select a resolution for what ever reason on a 24 or 2 day delivery.
They have 3 days to reply. At which point it becomes late if they don’t respond :hugs:

[adriaana]

Canceling the order yourself via mutual agreement, regardless of the reason, will definitely affect your stats… There’s no way around it unless of course CS inititaes the cancellation.

I canceled an order just recently via mutual cancellation and it reduced my order completion rate by 3%.

[mariashtelle1]

They’ve said that orders that haven’t started (the buyer hasn’t press the “start order” button or whatever it’s called, after filling in all the requirements) can be cancelled after 7 days without it affecting stats and that wasn’t always the case (but I don’t know how true that is), but all other cancellations I think still affect it (they’ve not made any public announcement otherwise as far as I know) - unless you can get CS to cancel it without it affecting stats.

The thing is that he is saying that some criteria in the resolution center will affect statistics and some of them wouldn’t.

If that’s the case though surely they would announce it on the forum (or maybe they will later) and/or in help pages. Maybe the CS rep is mistaken or it may be a new change or maybe they just don’t want too many people asking CS to cancel things or that was one of the reasons for adding the “not affect stats” if it has been changed.

If that’s the case though surely they would announce it on the forum

To be honest I don’t think so because then all cancellations regardless of a reason will be with that one criteria that doesn’t affect stats. If people will know that they will be just choosing non affecting reason for cancellation instead of a real one.

Up to now, nothing happened to my OCR

This is interesting. So you cancelled it yourself through resolution center? Which “reason” for cancellation did you choose?

[coerdelion]

You could ask the buyer to contact CS and ask them to cancel, giving the reason that he ordered by mistake. I think the buyer cancelling has less chance of it affecting your stats.

[miiila]

You could ask the buyer to contact CS and ask them to cancel, giving the reason that he ordered by mistake. I think the buyer cancelling has less chance of it affecting your stats.

(sorry, deleted as irrelevant and perhaps confusing to people reading this thread)

[cyaxrex]

So support doesn’t cancel.

You don’t cancel.

Client can’t cancel.

Client can’t pay more.

You don’t work for less.

Nobody on the forum had experienced something similar (that we know of)

My advice is to work it out with your client and bypass Fiverr support. If you are stubborn and proud it will probably cost you more. Offer to sprinkle a little extra over what he ordered and move on.

If you are too proud, I can help you out (you’re a designer, if I remember correctly) with this order. I’ll do the CMYK version, you do the RGB. You make the 3D mock-ups, I make the video mock-ups. I can even make you a short logo animation (I can give you the source file when I’m finished, just to be sure I didn’t steal it from somewhere). No new orders for me, so I got time 🙂

So support doesn’t cancel.

You don’t cancel.

Client can’t cancel.

Client can’t pay more.

You don’t work for less.

Nobody on the forum had experienced something similar (that we know of)

I have experience of this. I used to state in bold in one if my gig descriptions that I do not offer refunds for miss-orders. If a buyer ordered a $15 package and they wanted a $75 package, they got the $15 package.

I got away with this by covering every base possible. I said clearly in my gig description that if a buyer didn’t fill in their order details, they would get an article on a subject of my choosing.

Sadly, Fiverr CS always cancelled orders on the request of a buyer anyway.

One thing you could do @mariashtelle1 is just deliver what you say you will in the package offered, then let the order go into revision mode for a long period to ride out the effect of the cancellation.

It’s a grey area. However, you could just string it out and use the opportunity to expose how flawed the cancellation system is.

As for whether cancellations always count, I’ll PM you. 😉

[Alex.M]

So support doesn’t cancel.

You don’t cancel.

Client can’t cancel.

Client can’t pay more.

You don’t work for less.

Nobody on the forum had experienced something similar (that we know of)

I have experience of this. I used to state in bold in one if my gig descriptions that I do not offer refunds for miss-orders. If a buyer ordered a $15 package and they wanted a $75 package, they got the $15 package.

I got away with this by covering every base possible. I said clearly in my gig description that if a buyer didn’t fill in their order details, they would get an article on a subject of my choosing.

Sadly, Fiverr CS always cancelled orders on the request of a buyer anyway.

One thing you could do @mariashtelle1 is just deliver what you say you will in the package offered, then let the order go into revision mode for a long period to ride out the effect of the cancellation.

It’s a grey area. However, you could just string it out and use the opportunity to expose how flawed the cancellation system is.

As for whether cancellations always count, I’ll PM you. 😉

I got away with this by covering every base possible. I said clearly in my gig description that if a buyer didn’t fill in their order details, they would get an article on a subject of my choosing.

isn’t this a bit too risky ? Maybe someone from support might think that you are delivering something that’s not relevant to your buyers needs , I know that you are right and I can clearly see your point … but you can never know these days what might happen …

I thought about it as well however if someone is not responding to my instructions and I ’ start ’ the order , I can’t deliver a random logo of my choosing for instance… so even though I can mention that in my gig and I actually do that I might get a warning or even worse .

[cyaxrex]

I got away with this by covering every base possible. I said clearly in my gig description that if a buyer didn’t fill in their order details, they would get an article on a subject of my choosing.

isn’t this a bit too risky ? Maybe someone from support might think that you are delivering something that’s not relevant to your buyers needs , I know that you are right and I can clearly see your point … but you can never know these days what might happen …

I thought about it as well however if someone is not responding to my instructions and I ’ start ’ the order , I can’t deliver a random logo of my choosing for instance… so even though I can mention that in my gig and I actually do that I might get a warning or even worse .

isn’t this a bit too risky ? Maybe someone from support might think that you are delivering something that’s not relevant to your buyers needs

I quit doing this after I noticed CS was cancelling orders anyway. However, I do think sellers should be allowed to do this. If I offer 500-words of copywriting and a buyer orders from me and asks me for graphic design work, I should have the right to deliver what I say I do.

It’s essentially like ordering a meal at McDonald’s. If you order a burger meal and say "whoops! I thought I was ordering a Lear Jet," you will get laughed at.

I for one am sick and tired of this new kind of consumer culture in freelancing, where buyers take no intellectual accountability for their actions, while sellers get punished. It is a new kind of digital prejudice and the sooner it stops, the better.

[personalletters]

Just had somebody purchase by mistake.

I’ve refused his cancellation request and have referred him to CS.

Will be interesting to see the response.

[gogugmg]

Recently I refused one, which is very strange is that he did not enter the order for incomplete, because the buyer did not attach anything, he said that he ordered by mistake, although we had a discussion before, and after a week when he attached request, the order started. This did not happen to me, every month I have 1-2 made by Customer Support, and 1-2 by customers, I have over 240 incomplete orders collected in almost 6 years and 90% from my Best Seller. I’m 99% that any cancellation affects the GIG. I think that’s why my 15k reviews GIG is on the last pages, although I still have over 100 orders a month, most from old customers. My advice is to refuse any request in Resolution Center.

[personalletters]

Fiverr CS cancelled the order a few moments ago - to no detriment on my account. So far.

[misscrystal]

As someone mentioned these cancellations do not affect our stats but how they affect the placement of our gigs, or number of orders we get, is another matter. I’m not sure but they still might affect that negatively.

[personalletters]

As someone mentioned these cancellations do not affect our stats but how they affect the placement of our gigs, or number of orders we get, is another matter. I’m not sure but they still might affect that negatively.

I don’t worry too much about ranking…the orders seem to come in regardless of where I am to be honest. I just do my best!

[misscrystal]

I have a cancellation and have seen my orders drop off and not sure why. It didn’t affect my stats. I did go out of office for a week a month ago but I’m surprised that is still affecting it.

It was a cancellation I initiated due to the buyer attempting something dishonest.

[miiila]

That’s another matter indeed. And I’m pretty sure they do affect that because of how a helpful CS person expressed himself when we conversed some time ago in a similar case. It was something like “cancelled the order for you with the least possible effect” - it did not affect my order completion rate, but “the least possible effect” must be some effect, else he could have simply said “without an effect”.

However, I don’t think it’s too bad - and you always have to figure in that probably most if not all sellers get those buyer error cancellations sometimes, and if they somewhat evenly “distribute themselves” over all sellers/gigs, it shouldn’t affect ranking too much, at least in the long run, because everyone is affected.

[misscrystal]

That’s another matter indeed. And I’m pretty sure they do affect that because of how a helpful CS person expressed himself when we conversed some time ago in a similar case. It was something like “cancelled the order for you with the least possible effect” - it did not affect my order completion rate, but “the least possible effect” must be some effect, else he could have simply said “without an effect”.

However, I don’t think it’s too bad - and you always have to figure in that probably most if not all sellers get those buyer error cancellations sometimes, and if they somewhat evenly “distribute themselves” over all sellers/gigs, it shouldn’t affect ranking too much, at least in the long run, because everyone is affected.

I was doing fine up until I went out of office a month ago so that must be it. I had this cancellation then too.

[gogugmg]

As someone mentioned these cancellations do not affect our stats but how they affect the placement of our gigs, or number of orders we get, is another matter. I’m not sure but they still might affect that negatively.

I’m not sure but they still might affect that negatively.

However, I think it affects the profile in general, not just the GIG. Why do I say this, I have 3 GIGs that are in different categories, all 3 were on the first page in TOP 1 and 5 almost 2 years, after the changes were made on the site, everything changed negatively for me, now all are on the last pages, at all 3 I have a large number of reviews. I haven’t had any negative for over 1 year, status all100% and 5*. I have 3-5-6 every month, and most of the orders are incomplete, or Customer Support. I honestly believe that it is impossible for me to return to the top with this system, and with over 240 incomplete ones.

[misscrystal]

I’m not sure but they still might affect that negatively.

However, I think it affects the profile in general, not just the GIG. Why do I say this, I have 3 GIGs that are in different categories, all 3 were on the first page in TOP 1 and 5 almost 2 years, after the changes were made on the site, everything changed negatively for me, now all are on the last pages, at all 3 I have a large number of reviews. I haven’t had any negative for over 1 year, status all100% and 5*. I have 3-5-6 every month, and most of the orders are incomplete, or Customer Support. I honestly believe that it is impossible for me to return to the top with this system, and with over 240 incomplete ones.

@gogugmg The volume is about 100 times too high on your first gig video! It almost broke my eardrums. I’m scared to see the others.

[mariashtelle1]

(post withdrawn by author, will be automatically deleted in 24 hours unless flagged)

my OCR is still at 100%,

CS cancelled the order a few moments ago - to no detriment

That’s for sure, CS does cancel orders without affecting our stats.

But what rep suggested is that some criteria in resolution center if we cancel it ourselves also wouldn’t affect our stats.

But seems that no one experienced such a thing in a last week or two.

[miiila]

Then you got a different text, the CS rep didn’t mention the resolution center to me, but the text could be interpreted as also saying that resolution center cancellations are treated according to their criteria. In that case, you can probably guess it from looking at the options, I’d guess that “buyer ordered wrong gig” or something similar would then not affect the OCR, while “seller couldn’t do the job” might. In which case, depending on what the buyer chooses as cancellation reason, let’s say the seller couldn’t do the job but not because of false advertising but because the buyer expected something the gig doesn’t offer, it would be smart to go through support.

Well, then I guess the only way to find out is to cancel through the resolution center with a “valid reason” if the opportunity presents itself 😉 or to ask support which resolution center options wouldn’t affect OCR. Though they might say they don’t know as the system handles it automatically … Next time I’ll need to cancel, I’ll either try resolution center then or will ask support about that.

[gogugmg]

I received 5 stars for nothing, where is my fault, ordered the same twice, although I received 5 * from the buyer, GIG was on page 4, now on page 5-6.

I ordered by mistake - 2 in 20 days.
I hate this, I think something has to be done about these issues.