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Mutual Cancellation?

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Can anyone explain what is mutual cancellation?
I am a seller and my client asked for service that is not scope of my original order so i asked Customer Support about it and they told me that i should cancel the order first so that the buyer can get a Refund fast. And then they can see what they can do to help me, I made the exact work buyer ordered but he asked for more which was not the scope of order and then said he did not like it and wants to cancel order. This cancellation will affect my gig listing and Order Completion rate badly. I hope Customer Support helps me out of this.

Thank you 

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