advice Buyer want to cancel and buy again

[ellamac]

A buyer accepted a custom offer I sent, then five minutes later sent a request for me to cancel as they wanted to purchase the gig themselves on their end. 

Is this something I can contact customer service about so that it doesn’t negatively effect my ‘order completion’ Or am I just going to have to take the loss?

Thanks for your help!

[Zahid I.]

Your can simply contact the customer support and share the details and if possible with a screenshot.
And ask favor to avoid negative impression on your completion rate and metrics.

Support will happily do that.

[Zahid I.]

And yes, it will not affect your completion rate or metrics. But still you will see that order in your cancelled order list and also in your analytics.
It may not affect you, but the order history never going to be removed.

[imagination7413]

Quote

If you choose to decline cancellation requests through the Resolution Center, and contact Customer Support to cancel the order, kindly note that this will not change the order's completion rate and can negatively impact your relationship with buyers.

Source: https://www.fiverr.com/support/articles/360010560198-Order-Completion-Rate-and-Cancellations-FAQ

Did the buyer say why they wanted to do that? Are the terms of the custom order too vague, in comparison to the wording of your gig? Does your gig offer something that is not in the custom offer?