Customer says he is charged but order I still haven't received his order request, what should I do?

[sharoonbhatt907]

Hi there everybody!

So a customer approached me and discussed all the requirements, budget etc.
We agreed in it and I sent a him the custom request which he says he has accepted or while accepting he was charged but I haven't received any notification or his order request in my orders. So It's clear order wasn't processed and started yet.

Now he keeps messaging me what to do and what could have happened, since it's his first order I'm trying my best to help guide him and telling to contact Fiverr support or community but he says he has contacted Fiverr support twice but they aren't responding to him.

Now what best should I do I really don't understand how to deal with this, however I really wan to work on his requirements after the order gets started.

Thanks!

[nikandco]

Are you sure that the order isn't in your Awaiting Response section down at the bottom of dashboard orders? That has happened to me a couple of times. You can only see it when you first go to your dashboard and scroll down the orders.

[mariashtelle1]

4 hours ago, sharoonbhatt907 said:

Now what best should I do I really don't understand how to deal with this, however I really wan to work on his requirements after the order gets started.

Just stay calm and keep your client calm. 
Tell him that sometimes this happens on fiverr but fiverr support always resolves it’s. Tell him not to open multiple tickets or sending multiple messages because that will delay their response. And that it might take time for fiverr CS to reply but they always resolve it. 
That's it, if you are calm, then your client is also calm. It does take fiverr support some time to reply and in some cases even up to 3 days. 

[sharoonbhatt907]

On 6/13/2022 at 6:32 PM, mariashtelle1 said:

Just stay calm and keep your client calm. 
Tell him that sometimes this happens on fiverr but fiverr support always resolves it’s. Tell him not to open multiple tickets or sending multiple messages because that will delay their response. And that it might take time for fiverr CS to reply but they always resolve it. 
That's it, if you are calm, then your client is also calm. It does take fiverr support some time to reply and in some cases even up to 3 days. 

Yes, Fiverr did resolve the issue.

[sharoonbhatt907]

On 6/13/2022 at 6:29 PM, nikandco said:

Are you sure that the order isn't in your Awaiting Response section down at the bottom of dashboard orders? That has happened to me a couple of times. You can only see it when you first go to your dashboard and scroll down the orders.

No, the order wasn't really there at that time.
Buyer had some technical issue with the payment method but Fiverr did resolve the issue and in fact yesterday I did deliver the order.