how does fiverr refund works??

[madeinjay]

So my seller canceled the order and i got refund yesterday, i woke up today to check if they respond. There was no respond but my fiverr balances are gone. So I want to know how it works. Like once i see the money gone from my fiverr balance should i expect that they're working on them?? or not 

[imagination7413]

Found this: https://www.fiverr.com/support/articles/360049910953-Fiverr-Refunds-?segment=buyer

If it's not what you're looking for, there's a big banner button at the bottom you can click to file a ticket with Customer Support.

[madeinjay]

4 hours ago, imagination7413 said:

Found this: https://www.fiverr.com/support/articles/360049910953-Fiverr-Refunds-?segment=buyer

If it's not what you're looking for, there's a big banner button at the bottom you can click to file a ticket with Customer Support.

thanks! since I'm new to Fiverr I'm really confused about what is going on, and I still haven't received respond from customer support, and its been more than 12 hours. 

[imagination7413]

Just for sake of clarification: You placed an order, the seller cancelled, you were refunded... then you placed a new order with the same seller?

Concerning CS, it can take anywhere from a few hours to a few days to hear back. There was a point last year (2020) where the wait time was a few weeks.