Demoted for "Lateness"

[mgreen129]

I was considered “Late” on an order despite me turing it in 3 hours before the initial deadline. The seller kept submitting additional revision requests in rapid succession. Once she got to her 4th revision request, I had to tell her I would need to charge for additional revisions and I had to kindly ask her to be specific and succinct with her requests so I didn’t have to constantly keep revising and redelivering the file. [Please submit all revisions at one time, take your time to review the full project before submitting one thing to change then a few minutes later send another change… etc.]

When it got to the fourth revision request and while we were waiting to resolve the issue [charging more for additional revisions], the timer for the Gig ran up and my order was considered late.

Please keep in mind I turned the project in, fully 3 times, before the 4th revision request came in.

I’ve been talking to Nick with Fiverr support on an open ticket and he says the initial delivery was late. But I have screenshots showing that I turned this delivery in on time and redelivered it 2 more times before it was marked “late” (due to me not starting this customer’s 4th request for revisions, before payment was resolved).

Nick has yet to answer my questions.

My issue is, I turned this project in before it was due. It was 3 hours before the deadline.

This customer requested so many revisions in that short amount of time. After the 3rd revision, I felt the need to charge her and reiterate that she should submit ALL revision requests at one time to streamline the process for both buyer and seller and not submit each small change as a separate revisions.

During the resolution period, the timer was still ticking down and considered my project as late because I had not yet re-delivered the project a 4th time.

(I have several screenshots showing the entire scenario, but the forum is only allowing me to upload one at this time)

[Edit: removing screenshot to protect buyer identity, thanks for the heads up!]

[looseink]

FOURTH revision?

Unless you offer unlimited revisions (which is nuts to begin with) why go beyond two revisions?

BTW…you don’t want to get a Fiverr warning for not removing the Buyer identity in your screenshot.

[mgreen129]

FOURTH revision?

Unless you offer unlimited revisions (which is nuts to begin with) why go beyond two revisions?

BTW…you don’t want to get a Fiverr warning for not removing the Buyer identity in your screenshot.

I’m pretty sure I have revisions limits listed on my Gigs, and additional revisions are an “add-on.” But I’ve noticed that buyers somehow get around this (idk if it’s a bug or something). For example I had a project over the weekend where the buyer was able to request 2 revisions, where I didn’t offer any revisions on this custom order to begin with. The whole point of the custom order was to revise a previously closed order because she wanted some “small changes.” Charged her a one -time fee for these small changes. Made sure the number of revisions was set to 0 before I submitted the custom offer, yet she was able to officially request 2 revisions on the order!

I try to be nice but after that second revision I told her if you have any more requests you’ll need to message me in my inbox and we’ll resolve it there (maybe with an additional charge.)

[enunciator]

I’m pretty darn sure that the initial delivery is what determines if an order is considered on time or late, and that revisions can go ad infinitum but won’t trigger the order becoming late.

[mgreen129]

I’m pretty darn sure that the initial delivery is what determines if an order is considered on time or late, and that revisions can go ad infinitum but won’t trigger the order becoming late.

[Edit: removed screenshot to protect buyer Identity]

Here is my first of 3 deliveries before the timer ran down.

While I was trying to resolve the issue with the buyer (charge her for the 4th revision) my order was marked late.

[enunciator]

[Edit: removed screenshot to protect buyer Identity]

Here is my first of 3 deliveries before the timer ran down.

While I was trying to resolve the issue with the buyer (charge her for the 4th revision) my order was marked late.

The order being marked late on the countdown clock and order status banner does not signify that the order is well and truly late IF the initial delivery was made on time.

This freaks out a lot of sellers, but is a common misconception created by Fiverr’s interface.

[mgreen129]

The order being marked late on the countdown clock and order status banner does not signify that the order is well and truly late IF the initial delivery was made on time.

This freaks out a lot of sellers, but is a common misconception created by Fiverr’s interface.

The original order was placed after 20:00 hrs 2 days before.

My initial delivery was made at 17:07 hrs on the day it was due.

How is that late? It’s 3 hours before and the timer kept resuming every time she would submit a new request.

Also, Nick sited this specific order as contributing to my demotion. Yet it was turned in 3 hours before the deadline and the timer was still active after every request.

[enunciator]

The original order was placed after 20:00 hrs 2 days before.

My initial delivery was made at 17:07 hrs on the day it was due.

How is that late? It’s 3 hours before and the timer kept resuming every time she would submit a new request.

Also, Nick sited this specific order as contributing to my demotion. Yet it was turned in 3 hours before the deadline and the timer was still active after every request.

The timer is always active and only stops when the delivery is accepted by the buyer.

If the time frame for your order and delivery is as you say, then it shouldn’t be considered late at all. Not sure if there is some other circumstance or misunderstanding that might be playing a part.

[cc_animation]

The original order was placed after 20:00 hrs 2 days before.

My initial delivery was made at 17:07 hrs on the day it was due.

How is that late? It’s 3 hours before and the timer kept resuming every time she would submit a new request.

Also, Nick sited this specific order as contributing to my demotion. Yet it was turned in 3 hours before the deadline and the timer was still active after every request.

The timer on the order page keeps running after a revision request, but only the first delivery counts for your lateness stats.

In other words, every revision delivered after that, won’t affect your lateness stats.

The running timer (after a revision request) is just a (ridiculous) Fiverr interface design.

[mgreen129]

The timer is always active and only stops when the delivery is accepted by the buyer.

If the time frame for your order and delivery is as you say, then it shouldn’t be considered late at all. Not sure if there is some other circumstance or misunderstanding that might be playing a part.

So I’ve had instances where buyers may request changes after the initial delivery, sometimes even a day or two later. The timer interface says “##:LATE:##” but it doesn’t count against me.

My issue is this particular order did count against me and I would like a clear explanation of why, especially when it was delivered and redelivered several times before the deadline. No one has given me an answer. The initial delivery was NOT late. But because I didn’t re-deliver the 4th time before the timer ran out, it was late? Please explain…

[enunciator]

So I’ve had instances where buyers may request changes after the initial delivery, sometimes even a day or two later. The timer interface says “##:LATE:##” but it doesn’t count against me.

My issue is this particular order did count against me and I would like a clear explanation of why, especially when it was delivered and redelivered several times before the deadline. No one has given me an answer. The initial delivery was NOT late. But because I didn’t re-deliver the 4th time before the timer ran out, it was late? Please explain…

I can’t explain. I do not know the full circumstances of your order and delivery. If CS is also reiterating that the order is indeed late, then something else is playing a factor in this case.

[mgreen129]

I can’t explain. I do not know the full circumstances of your order and delivery. If CS is also reiterating that the order is indeed late, then something else is playing a factor in this case.

But I have time stamps of all the interactions… including when the order was made and the initial delivery.

So CS can’t be wrong? This site is 100% bug free?

I just listed another instance earlier where I purposely limit or offer no revisions for certain orders, yet customers have been able to submit revisions.

I just feel like this order counted against me when it shouldn’t and I’m being punished for it with no clear explanation, not even from CS.

If someone can point me in another direction other than Fiverr’s zendesk ticketing system. Because the CS agent I had would not answer my specific questions, even with screenshots and time stamps showing that my initial delivery was not late.

Is there another way I can talk to Fiverr support and get some real help?

[leannelrivers]

Back in December, I was working with a regular client of mine and he needed a 3rd revision due to a script change and was happy to pay for it. I’d sent the first version of the work within 24-hours of a 3 day delivery deadline. By the time the 3rd revision came in the order had been open around 5 days. So I add the additional cost within the order page and as soon as he accepted it, I got a late delivery email from Fiverr and my on time stat went to 98%.

What I hadn’t done is add any additional days along with the extra fee because it wasn’t necessary. I was able to revise within 5 minutes. So it clocked it as one big late delivery. I contacted CS and the person who dealt with me wouldn’t set my stat back too 100% even though it was obvious that I had delivered on time and banged out previous revision as soon as they came in.

It’s one of the few times I’ve been really unhappy with CS. I just got told to keep enjoying my work and get more orders in to keep my stats up. What?

[cubittaudio]

@mgreen129 When the client requested a revision, did the client actually put the order into revision? Or did you send them a Gig Extra, for whatever it was that the client wanted, but without the order having been actually put into revision? (what I mean here is that the client may have told you they’d like a revision, but they may not have actually hit the ‘I am not happy with this order’ button to put the order into revision) - Did you get a notification on Fiverr telling you the client had requested a revision? Or did you just discuss it, and then send them over a Gig Extra?

We’ve had this happen once before - and it’s a bug that kind of messes everything up. It keeps the order countdown clock going, and disregards the timing of your initial delivery, which can then lead to an order being late, even though your first delivery was on-time. It essentially takes the delivery time of your LAST delivery, which of course could then be deemed as late.

The only fix is to ensure that whenever a client says they’d like a revision, you must insist that they put the order into revision, before you’ll do anything for them.

[enunciator]

But I have time stamps of all the interactions… including when the order was made and the initial delivery.

So CS can’t be wrong? This site is 100% bug free?

I just listed another instance earlier where I purposely limit or offer no revisions for certain orders, yet customers have been able to submit revisions.

I just feel like this order counted against me when it shouldn’t and I’m being punished for it with no clear explanation, not even from CS.

If someone can point me in another direction other than Fiverr’s zendesk ticketing system. Because the CS agent I had would not answer my specific questions, even with screenshots and time stamps showing that my initial delivery was not late.

Is there another way I can talk to Fiverr support and get some real help?

I just listed another instance earlier where I purposely limit or offer no revisions for certain orders, yet customers have been able to submit revisions.

That is not a bug. Even with no revisions offered on a gig, buyers can submit revision requests endlessly. As for whether the revision requests are legitimate or not are an entirely different matter.

[leannelrivers]

@mgreen129 When the client requested a revision, did the client actually put the order into revision? Or did you send them a Gig Extra, for whatever it was that the client wanted, but without the order having been actually put into revision? (what I mean here is that the client may have told you they’d like a revision, but they may not have actually hit the ‘I am not happy with this order’ button to put the order into revision) - Did you get a notification on Fiverr telling you the client had requested a revision? Or did you just discuss it, and then send them over a Gig Extra?

We’ve had this happen once before - and it’s a bug that kind of messes everything up. It keeps the order countdown clock going, and disregards the timing of your initial delivery, which can then lead to an order being late, even though your first delivery was on-time. It essentially takes the delivery time of your LAST delivery, which of course could then be deemed as late.

The only fix is to ensure that whenever a client says they’d like a revision, you must insist that they put the order into revision, before you’ll do anything for them.

Exactly this. They have to hit revision. Pain in the a*se bug.

[mgreen129]

@mgreen129 When the client requested a revision, did the client actually put the order into revision? Or did you send them a Gig Extra, for whatever it was that the client wanted, but without the order having been actually put into revision? (what I mean here is that the client may have told you they’d like a revision, but they may not have actually hit the ‘I am not happy with this order’ button to put the order into revision) - Did you get a notification on Fiverr telling you the client had requested a revision? Or did you just discuss it, and then send them over a Gig Extra?

We’ve had this happen once before - and it’s a bug that kind of messes everything up. It keeps the order countdown clock going, and disregards the timing of your initial delivery, which can then lead to an order being late, even though your first delivery was on-time. It essentially takes the delivery time of your LAST delivery, which of course could then be deemed as late.

The only fix is to ensure that whenever a client says they’d like a revision, you must insist that they put the order into revision, before you’ll do anything for them.

The buyer submitted the revisions officially, meaning at the top of the order it would say “Redeliver your order to avoid cancelation.” And the fiverr initerface would say, “such and such requested a new revision, take a look at the notes.”

And she was able to do this 3 times in rapid succession after each time I redelivered with her changes made. And I know for a fact, the gig has limited revisions. I think it had 1 revision included, but she was able to submit 3.

When she attempted a 4th revision I took her to the resolution center to charge her the add-on fee for an additional revision. Before she accepted the additional fee, that’s when the timer ran down and Fiverr marked it as late, and followed up with alerts and emails.

[mgreen129]

I just listed another instance earlier where I purposely limit or offer no revisions for certain orders, yet customers have been able to submit revisions.

That is not a bug. Even with no revisions offered on a gig, buyers can submit revision requests endlessly. As for whether the revision requests are legitimate or not are an entirely different matter.

And should i just press my luck and not redeliver when prompted to do so? Do I let the timer count down and run into a similar issue that I’m facing now? Idk what you’re suggesting I do here…

[arnukas]

And should i just press my luck and not redeliver when prompted to do so? Do I let the timer count down and run into a similar issue that I’m facing now? Idk what you’re suggesting I do here…

Has the buyer accepted the work already? If not, you can ask the buyer to extend the delivery time, which gives more time and you can deliver it without being late.

[enunciator]

And should i just press my luck and not redeliver when prompted to do so? Do I let the timer count down and run into a similar issue that I’m facing now? Idk what you’re suggesting I do here…

I haven’t suggested a single course of action for you to partake this entire thread, I’ve merely been providing info on the potential erroneous Fiverr interface issues with the countdown timer and LATE banner that have plagued many sellers.

[mgreen129]

Has the buyer accepted the work already? If not, you can ask the buyer to extend the delivery time, which gives more time and you can deliver it without being late.

Not true because I did that with another order, got a two day extension, and even though the full project had a new delivery time, the initial delivery was not on time and therefore late. Fine, i can accept that one. Should have gotten the extension before the timer ran out. I totally get that one, no complaints here.

My issue is the one that everyone keeps saying my initial delivery was late and that’s why it counted against me. But it was not late. I have proof. It was only in revision, which everyone keeps saying revisions don’t impede your on-time record but in THIS instance it did and I would like an answer as to why.

[cubittaudio]

The buyer submitted the revisions officially, meaning at the top of the order it would say “Redeliver your order to avoid cancelation.” And the fiverr initerface would say, “such and such requested a new revision, take a look at the notes.”

And she was able to do this 3 times in rapid succession after each time I redelivered with her changes made. And I know for a fact, the gig has limited revisions. I think it had 1 revision included, but she was able to submit 3.

When she attempted a 4th revision I took her to the resolution center to charge her the add-on fee for an additional revision. Before she accepted the additional fee, that’s when the timer ran down and Fiverr marked it as late, and followed up with alerts and emails.

And I know for a fact, the gig has limited revisions. I think it had 1 revision included, but she was able to submit 3.

This is standard. I’m not saying it’s OK, but it’s also not a bug, it’s a limitation of the Fiverr system. You can choose Zero revisions, and a buyer can still request a revision. Fiverr will say this is because they can’t force a buyer to accept work. I don’t see this ever changing.

I took her to the resolution center to charge her the add-on fee for an additional revision. Before she accepted the additional fee, that’s when the timer ran down and Fiverr marked it as late, and followed up with alerts and emails.

I genuinely believe this is what caused the issue, and it’s definitely a bug. How many days did you add on to the resolution? You have to add enough days to cover both the time since the order timer reached zero, AND some time to allow you to work. For example, if the order countdown clock is showing as -1 day, and you set a resolution with a timer of 1 day, you’ll be late immediately. You’d have to say 2 days, 1 day to cover the lost day, and another day to cover the extra day you require to complete the work.

It’s a bug, and one that Fiverr have been made aware of countless times over the years. The only solution is the workaround I just mentioned.

[mgreen129]

I haven’t suggested a single course of action for you to partake this entire thread, I’ve merely been providing info on the potential erroneous Fiverr interface issues with the countdown timer and LATE banner that have plagued many sellers.

And you don’t understand my issue. It’s not that the timer says Late. It can say late all day. Almost all my orders do… but this one counted against me and it seems like a bug in my opinion. Because even if the timer runs down while I’m revising other orders it has never counted against me until this one particular order.

[mgreen129]

And I know for a fact, the gig has limited revisions. I think it had 1 revision included, but she was able to submit 3.

This is standard. I’m not saying it’s OK, but it’s also not a bug, it’s a limitation of the Fiverr system. You can choose Zero revisions, and a buyer can still request a revision. Fiverr will say this is because they can’t force a buyer to accept work. I don’t see this ever changing.

I took her to the resolution center to charge her the add-on fee for an additional revision. Before she accepted the additional fee, that’s when the timer ran down and Fiverr marked it as late, and followed up with alerts and emails.

I genuinely believe this is what caused the issue, and it’s definitely a bug. How many days did you add on to the resolution? You have to add enough days to cover both the time since the order timer reached zero, AND some time to allow you to work. For example, if the order countdown clock is showing as -1 day, and you set a resolution with a timer of 1 day, you’ll be late immediately. You’d have to say 2 days, 1 day to cover the lost day, and another day to cover the extra day you require to complete the work.

It’s a bug, and one that Fiverr have been made aware of countless times over the years. The only solution is the workaround I just mentioned.

Thank you! You’re the only one who’s answered my question. When she got to the fourth revision, again it was a photo swap or something small, so I believe I put no additional time needed. Becauae I just wanted her to pay the add-on fee and once that was taken care of, I would redeliver immediately…

So to clarify, if I had added 1 day for the add-on it wouldn’t have counted against me?

But what if I took her to the resolution center, added a full day to the project, but she didn’t accept before the timer ran out.

I’ve run into that issue too, where they don’t accept before the timer so the extension is kind of null in void. Because the initial deadline was missed. That happened to me two weekends ago. Got an extension for a project but the offer to extend wasn’t accepted before the timer ran up.

[cubittaudio]

Thank you! You’re the only one who’s answered my question. When she got to the fourth revision, again it was a photo swap or something small, so I believe I put no additional time needed. Becauae I just wanted her to pay the add-on fee and once that was taken care of, I would redeliver immediately…

So to clarify, if I had added 1 day for the add-on it wouldn’t have counted against me?

But what if I took her to the resolution center, added a full day to the project, but she didn’t accept before the timer ran out.

I’ve run into that issue too, where they don’t accept before the timer so the extension is kind of null in void. Because the initial deadline was missed. That happened to me two weekends ago. Got an extension for a project but the offer to extend wasn’t accepted before the timer ran up.

Thank you! You’re the only one who’s answered my question.

It’s a very specific set of circumstances that cause this bug, so I’m sure the other contributors in the thread are trying to help you, it’s just possible that they’ve not come across this yet. We have, so have real-world experience of this happening.

So to clarify, if I had added 1 day for the add-on it wouldn’t have counted against me?

It depends. Let’s say that you submit your order on Monday (Day 0), just as the order countdown clock is coming to an end. Then let’s say the client requests a revision on Wednesday (Day -2). If you created a gig extra with a delivery time of 1 day, you’d deliver 1 day late (Day -1).

So, you’d have to submit a Gig Extra with a delivery time of 3 days. 2 days to get the clock back to 0, and 1 day to allow you to work. Make sense?

It’s MADNESS. And super frustrating, and we’ve argued this one out with Fiverr Customer Support before too. You essentially have to explain to your client that you need to request a gig extra for 3 days, even though it’s only going to take you 1 day to do the work.