Order cancellation due to a buyer misunderstanding

[hussienfahmy]

Couple days ago a buyer have contacted me to use one of my image editing services, we agreed on the right gig package then he placed an order next day.

Then he asked me to provide my address to ship his products in order to take photographs of it, which is not included in my service as I do photo editing only, and not photographing the product. Unfortunately he did not read my gig description or the FAQ section of my gig. He stated that it's his fault, and he did not read or understand my gig. I tried to negotiate with him politely but I have accepted order cancellation upon his request in the end. He told me that he will get back to me again to use my services as it's offered, because he liked the way I have communicated with him.

Is it went right that way? Or do you think that there must be another action I had to make? I usually ask buyers to provide product photos before sending a job offer but this time I forgot to mention that, as the buyer also thought that the service includes photography of the product.

Best of luck to all

Hussien 

 

 

 

 

 

 

 

Edited August 27, 2022 by hussienfahmy

[fahadislamjuel]

There was surely a communication gap. Your forgetfulness and the buyer's not reading the description caused this gap.

One order cancellation will not have a big impact on your ratings.

Thanks.

[vickieito]

@hussienfahmy - Orders canceled due to buyer error shouldn't hurt your seller statistics as long as it's canceled correctly.

A buyer could cancel the order with the reason of "ordered by mistake," and it wouldn't hurt your seller statistics. Or the seller can cancel the order through Customer Service (not the Resolution Center) to ensure the cancelation doesn't hurt your statistics.

Try reaching out to Customer Support and show them how the buyer ordered by mistake. They might still be able to change things so the cancelation doesn't hurt your seller statistics. You can contact them here:

https://www.fiverr.com/support_tickets/selling-on-fiverr/orders/general-inquiry

[bilalhaider23]

You can contact customer support and present you case with screenshot, they will surely help you and also they will negate the impact of cancellation on your account, But the cancellation will still be shown in analytics

 

[hussienfahmy]

On 8/27/2022 at 2:53 PM, vickieito said:

@hussienfahmy - Orders canceled due to buyer error shouldn't hurt your seller statistics as long as it's canceled correctly.

A buyer could cancel the order with the reason of "ordered by mistake," and it wouldn't hurt your seller statistics. Or the seller can cancel the order through Customer Service (not the Resolution Center) to ensure the cancelation doesn't hurt your statistics.

Try reaching out to Customer Support and show them how the buyer ordered by mistake. They might still be able to change things so the cancelation doesn't hurt your seller statistics. You can contact them here:

https://www.fiverr.com/support_tickets/selling-on-fiverr/orders/general-inquiry

Thank you vickieito for your reply and advice 😊👍, I have contacted the Customer Support team as shown in the screenshot attached, and my Order Completion has returned to its normal rate.

[vickieito]

@hussienfahmy - I'm glad that things worked out well for you!

Whenever you have questions or run into issues, get Customer Support involved. They are usually very helpful!