No buyer protection - terrible experience

[mikefrost]

"There is a grace period of 13 days and not 14.

Please understand why it is not eligible for cancelation anymore. "

Maybe say you contacted CS about the problem within the grace period. You contacted them 13 days after completion if that’s what you did.

Also saying “There is a grace period of 13 days and not 14”…you could maybe quote the line from the terms of service that says:

• Completed orders (or, where applicable, completed milestones) may be cancelled, upon review of our Customer Support team, up to 14 days after the order (or Milestone) is marked as complete. Please be advised that orders cannot be partially cancelled (i.e. we can only cancel the entire order when it is justified).
• In rare circumstances where we find it appropriate, our Customer Support team may cancel a completed order even after 14 days have passed from its completion. In such cases, the amounts paid for the cancelled order will be returned to the Buyer’s Fiverr Balance and will be deducted from the Seller’s Fiverr Balance or, if there are no sufficient amounts in the Seller’s Fiverr Balance, from future revenues of such Seller.

If the file is corrupt and the delivery can’t be used at all and the seller isn’t responding after trying for days (and since the day of delivery), maybe that is one of the circumstances where, as shown above in the terms of service, even after 14 days, the order could/should be cancelled.

Also here’s a thread where an order was cancelled and CS mentioned 14 days:

Hey there, recently, I did a Logo Animation and delivered it to my client. These are the order requirements provided by the client: … is a real estate acquisition company which is aimed at helping homeowners while providing them effective solutions to get out of stressful situations. We’re all about transforming lives and making a massive impact in the world. Let’s see what you can do This is the product I’ve delivered, in my oppinion, it’s quite nice: The client did not respond for th…

What CS said to the seller in that in that case:

After reviewing the order I would like to help you in the future to avoid other instances like this one. Our Terms of Service does not specify that once an order is completed after the 3 days do you not need to complete revisions. If you offer more than one revision you should stick by your word, especially if it’s in the 14 days holding period where the funds are pending in our system."

Thank you - my last response was to say that I DID respond within the grace period and I wanted it escalated. The replies I have had so far just keep repeating the same thing that 'we are unable to help"

In the meantime I have lodged a request for PayPal to look into this.

On a bit of a tangent I did some more research and it seems fiverr is losing over 75 million - interesting reading

SiliconANGLE – 16 May 19

Fiverr is the latest money-losing startup to file to go public - SiliconANGLE

Fiverr is the latest money-losing startup to file to go public - SiliconANGLE

[uk1000]

Thank you - my last response was to say that I DID respond within the grace period and I wanted it escalated. The replies I have had so far just keep repeating the same thing that 'we are unable to help"

In the meantime I have lodged a request for PayPal to look into this.

On a bit of a tangent I did some more research and it seems fiverr is losing over 75 million - interesting reading

SiliconANGLE – 16 May 19

Fiverr is the latest money-losing startup to file to go public - SiliconANGLE

Fiverr is the latest money-losing startup to file to go public - SiliconANGLE

In the meantime I have lodged a request for PayPal to look into this.

Though I think PayPal chargebacks have led to buyer’s accounts being deactivated (maybe it depends on the chargeback reason and whether it was valid). This is what the TOS says:

Fiverr reviews cases of payment provider chargebacks and disputes on behalf of Sellers. Although results vary per case due to each chargeback reason, we work hard on resolving disputes in the Seller’s favor. If the chargeback case allows, Fiverr (or one of Fiverr’s Payment Services Providers) will return parts or full revenue back to Sellers, otherwise the chargeback amount will be borne by the Seller.

[mikefrost]

In the meantime I have lodged a request for PayPal to look into this.

Though I think PayPal chargebacks have led to buyer’s accounts being deactivated (maybe it depends on the chargeback reason and whether it was valid). This is what the TOS says:

Fiverr reviews cases of payment provider chargebacks and disputes on behalf of Sellers. Although results vary per case due to each chargeback reason, we work hard on resolving disputes in the Seller’s favor. If the chargeback case allows, Fiverr (or one of Fiverr’s Payment Services Providers) will return parts or full revenue back to Sellers, otherwise the chargeback amount will be borne by the Seller.

I just want what I paid for - this is not good business practice

[uk1000]

I just want what I paid for - this is not good business practice

Did you try PMing the the file/link to the file to the forum user who wanted to see if it could be repaired in a post above? Maybe it is also worth checking in a Hexviewer/Hexeditor to see what it is (I don’t know if something like that could repair it).

[mikefrost]

Did you try PMing the the file/link to the file to the forum user who wanted to see if it could be repaired in a post above? Maybe it is also worth checking in a Hexviewer/Hexeditor to see what it is (I don’t know if something like that could repair it).

I have downloaded and looked at all types of tools including using the terminal window, without success

[mikefrost]

the latest on opening a dispute

" Filing a dispute is against our Terms of Service. We highly recommend that you close the dispute and contact Customer Support to resolve this issue within Fiverr.

If you experience an issue with an order or a seller, please contact Customer Support first, and we will be happy to assist you."

[uk1000]

the latest on opening a dispute

" Filing a dispute is against our Terms of Service. We highly recommend that you close the dispute and contact Customer Support to resolve this issue within Fiverr.

If you experience an issue with an order or a seller, please contact Customer Support first, and we will be happy to assist you."

If it’s against the TOS your account might get deactivated/warning.

The TOS does say:

Disputes should be handled using Fiverr’s dispute resolution tools (‘Resolution Center’ on the order page) or by contacting Fiverr Customer Support.

Maybe escalating the issue with CS would be best (which you’ve already asked to do). You might get the account deactivated if you continue with the chargeback/Paypal dispute.

[mikefrost]

If it’s against the TOS your account might get deactivated/warning.

The TOS does say:

Disputes should be handled using Fiverr’s dispute resolution tools (‘Resolution Center’ on the order page) or by contacting Fiverr Customer Support.

Maybe escalating the issue with CS would be best (which you’ve already asked to do). You might get the account deactivated if you continue with the chargeback/Paypal dispute.

I have said to fiverr I am happy to have my account closed -just refund my money and we can part ways

[cyaxrex]

During the festive season when people are away, it would make more sense to extend the period by fiverr as 3 days are insufficient to allow a buyer time to respond with vacations etc

I have ordered from this person before and he has delivered and I suspect he may be away after which it could be resolved HOWEVER, the bottom line is that I paid over $1k and received nothing and my disappointment is because Fiverr does not sufficiently protect the person paying the money.

Yes $1000 is a lot and it has hurt!

I have repeatedly sent messages to the seller and have not had a reply. Fiverr’s business model is to approve the transaction as quickly as possible so they get paid. If you dont look after the people spending the money it is ultimately to the detriment of the platform.

I have not posted any threats. All i want is the work I paid for.

Fiverr has also tried to de-compress the file unsuccessfully so clearly there is an issue.

Let me end my asking this question. In view of the fact that the file delivered was corrupt and neither fiverr or myself have had a response, would it be fair to allow the seller to continue selling to others until this is resolved? I don’t see any restrictions on the seller by fiverr.

During the festive season when people are away, it would make more sense to extend the period by fiverr as 3 days are insufficient to allow a buyer time to respond with vacations etc

If you are going to be away, it would also make more sense to not order until after you have returned.

I have repeatedly sent messages to the seller and have not had a reply. Fiverr’s business model is to approve the transaction as quickly as possible so they get paid.

So did you approve this order? Or did the order automatically complete? In either case, you had 72-hours to reject your delivery.

Aside from that, what exactly did you pay $1,000 for? A 233MB RAR file just doesn’t seem normal. You have also been invited to send your file to another Fiverr user who might be able to check it for you. Yet you don’t seem to want to entertain this idea.

I’m afraid that something doesn’t add up here. I’d advise that you forward your RAR file to the user who offered to check it for you.

If that doesn’t help you in any way, I’d then recommend that you check to see if your seller is still active and when they were last active. It could be that if you accepted delivery of what they sent, they might have then went into vacation mode to take time out over Christmas and New Year.

If they are active, you can gather all your evidence together and try a final time to state your case with CS. However, you should really clarify whether you accepted your delivery and marked your order as complete, or whether this happened automatically.

If you accepted your order as complete, I doubt Fiverr will cancel it.

[mikefrost]

During the festive season when people are away, it would make more sense to extend the period by fiverr as 3 days are insufficient to allow a buyer time to respond with vacations etc

If you are going to be away, it would also make more sense to not order until after you have returned.

I have repeatedly sent messages to the seller and have not had a reply. Fiverr’s business model is to approve the transaction as quickly as possible so they get paid.

So did you approve this order? Or did the order automatically complete? In either case, you had 72-hours to reject your delivery.

Aside from that, what exactly did you pay $1,000 for? A 233MB RAR file just doesn’t seem normal. You have also been invited to send your file to another Fiverr user who might be able to check it for you. Yet you don’t seem to want to entertain this idea.

I’m afraid that something doesn’t add up here. I’d advise that you forward your RAR file to the user who offered to check it for you.

If that doesn’t help you in any way, I’d then recommend that you check to see if your seller is still active and when they were last active. It could be that if you accepted delivery of what they sent, they might have then went into vacation mode to take time out over Christmas and New Year.

If they are active, you can gather all your evidence together and try a final time to state your case with CS. However, you should really clarify whether you accepted your delivery and marked your order as complete, or whether this happened automatically.

If you accepted your order as complete, I doubt Fiverr will cancel it.

If you are going to be away, it would also make more sense to not order until after you have returned.

I actually ordered this in November and the seller requested 2 extensions

[mikefrost]

If you are going to be away, it would also make more sense to not order until after you have returned.

I actually ordered this in November and the seller requested 2 extensions

its 233mb because it was 3d rendering an animation - hence the cost of $1000

[mikefrost]

BTw Im trying to reach the member who has offered to decompress so Im trying all avenues but really disgusted by fiverrs response. I have had many dealing on fiverr and upwork as I run my own business and this is the first time I have encountered this. My order auto completed

[uk1000]

If you do any future orders it might be better to order using milestones (if you ask the seller to send the order that way) or smaller orders of no more than a few hundred $ each. And/or maybe ask to see a rough version/versions at some stage(s) so you can check it’s all going okay/how you want. As well as using the revision option if there is with an issue with the delivery, so it will stop it auto-completing.

[misscrystal]

If the seller offers revisions and you have not used up all the revisions they offer then request a revision. They have to honor that.

[mikefrost]

If you do any future orders it might be better to order using milestones (if you ask the seller to send the order that way) or smaller orders of no more than a few hundred $ each. And/or maybe ask to see a rough version/versions at some stage(s) so you can check it’s all going okay/how you want. As well as using the revision option if there is with an issue with the delivery, so it will stop it auto-completing.

Thank for the tip. I wont be doing any future orders unless this is resolved to my satisfaction. As I just mentioned to another member I run by own business and I spend thousands on all kinds of services in a year - I use fiverr, freelancer, upwork and this has been the worst experience

[mikefrost]

If the seller offers revisions and you have not used up all the revisions they offer then request a revision. They have to honor that.

The seller is unresponsive. Perhaps they are on holiday, I will give them the benefit of the doubt.

My gripe is more to do with the handling by fiverr

[misscrystal]

The seller is unresponsive. Perhaps they are on holiday, I will give them the benefit of the doubt.

My gripe is more to do with the handling by fiverr

If you request a revision and the seller does not respond then you have a valid reason for a cancellation. As I understand it they have to honor a revision request no matter when it is asked for.

Customer support might be more agreeable to a cancellation for that reason.

[uk1000]

BTw Im trying to reach the member who has offered to decompress so Im trying all avenues but really disgusted by fiverrs response. I have had many dealing on fiverr and upwork as I run my own business and this is the first time I have encountered this. My order auto completed

If you want you can PM me the link and I’ll have a look at it too if you want just in case that might help.

[mikefrost]

If you want you can PM me the link and I’ll have a look at it too if you want just in case that might help.

Will i need to upload it somewhere first as I can seem to attach here

[misscrystal]

If he can’t open it and CS can’t open it how is someone else going to be able to open it?

[mikefrost]

Ive uploaded it to dropbox and will message you with a link

[mikefrost]

If he can’t open it and CS can’t open it how is someone else going to be able to open it?

Yes Miss Crystal thats exactly it. Fiverr CANT open it so they know I haven’t received anything yet happy to keep the money

[uk1000]

Looking at the .rar file I can’t extract it. Though it doesn’t look like it contains just a video (animation). ie. it doesn’t look like it contains just a .mp4 or something. It contains stuff about material/texture files from “Lumion 9.0, ArchitectEdition”. It does look corrupted but maybe it was/is some project/program file or parts of it.

[misscrystal]

Since the seller refuses to respond they must know something is wrong. If it was simply a matter of a corrupted file they could resend it.

[cyaxrex]

its 233mb because it was 3d rendering an animation - hence the cost of $1000

its 233mb because it was 3d rendering an animation

ie. it doesn’t look like it contains just a .mp4 or something. It contains stuff about material/texture files from “Lumion 9.0, ArchitectEdition”.

So this was an architectual rendering project? If so, has anyone or can anyone try opening the file with Lumion?

There is a free Luminon viewer here:

Lumion

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