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Buyer wants a refund before the entire order is complete


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Both my friend and I sell Destiny 2 recoveries on Fiverr. Basically, people ask us to do something for them and we log onto their accounts and do what they ask. Recently, my friend was asked to gain Season Pass levels on somebody’s account. He had two weeks to get the levels. After playing on this guy’s account overnight and getting about 10% of the levels, the guy said that he wanted all of the levels done within 3 days. My friend said he couldn’t complete them in that amount of time, and the buyer demanded a refund.

How does Fiverr (and how should my friend) treat this? The order was already in progress and work was already being done. Do we have to refund simply because the buyer felt like changing the details partway through completion of the order? Thank you!

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