Could I possibly lose payment due to client not understanding?

[lisadianern1]

I create videos for Amazon listings.  Never have I encountered this in all my dealings on Fiverr.  I create all videos in 1080p, unless something else is requested.  So, I created a video in 1080p, it's 30 seconds.  The size of the actual file is 25mb.  So the buyer is telling me that he want's the 1080p video, not a 25mb video.  Evidently, he is not understanding the difference between mb and video size.  I told him how to right click on the file and go to File Properties to see the actual video size.... it plainly shows the video is 1080p, but he is continuing to state that I am not sending him a 1080p video.......   If he cancels this order after all my work..... which was several days of meticulous filming and editing... could I lose the payment, or will Fiverr step in and straighten things out?  Not only to mention that he now has the video.... he asked that I send it to him on Google Drive..... so he can now use the video...... what are my options?  😞

Edited July 10, 2021 by lisadianern1
Added sentence

[lijo_johnson]

Deliver it only through Fiverr and explain him how to check it's resolution.

Don't cancel the order from your side. It will affect your account.

You can contact customer care only if you want to cancel it, but I suggest you to stay on your decision. Don't cancel it from your side. May be that's his drama

[lisadianern1]

Well, I definitely do not want to cancel  it.. as I've already finished it... he already has the video.... and I spent a boat load of time creating it... 😞  I'm just wondering if HE can cancel and back out at this point and me lose my income...... because he is not accepting it at this point.....  It is exactly what he needs, but he says it's not.

[coderboss]

You can contact customer care only if you want to cancel it.

[debodutta420]

@lisadianern1Try sending him a 480p version and asking him to compare the video quality and file size of both of these versions. Or, send him this link that I'm sharing here. How to Accurately Calculate Video File Size (Plus: Bonus Glossary) - CircleHD

Make sure to politely explain it to him how file size exactly relates to the quality of the video. At the same time, I'd also suggest you open up a customer support ticket right now explaining the situation to them. This is because CS team can take some time to respond once you open up a ticket and you want to stay prepared just in case. 

[lisadianern1]

I sent the client a video link that explains very easily how to check resolution and video size.   I also contacted CS as you recommended.  I have delivered the video for the 4th time now.... I guess we will see what happens next.

[irshan_cool]

In this case you have to clarify to the customer what is MB and P.

You can message him that the 25mb is the file size (Capacity in Mega Bite) and 1080p is the video pixels displayed across the screen. Now the file delivered is already in 1080p and it will take 25mb of storing space. Then he can understand.

[catwriter]

On 7/10/2021 at 6:52 PM, lisadianern1 said:

I told him how to right click on the file and go to File Properties to see the actual video size....

In addition to what others have said, perhaps you can try to right click on the file, go to File Properties where it shows the actual video size, make a screenshot of that, and send the screenshot to him. Perhaps also circle the part where the video size is stated in red?