[HELP] Buyer and Fiverr CS unresponsive and deadline is in less than 48hrs

[shirleyychen7]

I'm a Level 2 seller (which I believe receives "priority" customer support?) who provides resume writing services, and I had a buyer place an order on Monday, with an order deadline of August 29th.

They only submitted part of the required info as part of the order requirements (an existing resume that doesn't include a lot of their new information), so the order started. However, I'm not able to work on majority of the resume as I am missing a lot of details. I messaged them 3 times since Monday to get the missing info and still no response.

I opened a support ticket with Fiverr CS >24 hours ago to see if they can cancel the order for me without it affecting my stats due to unresponsiveness but I haven't heard back from them yet. In past experiences with CS, they usually respond within a few hours.

If I request mutual cancellation now, it will only auto cancel in 48 hours which I don't have (it would be considered 'late' I assume, since the order itself has less than 48 hours remaining until it's due).

What can I do? :( Has anyone experienced this before?

[vickieito]

I had a similar situation on one of my resume orders. I ended up canceling with CS so it wouldn't affect my seller stats and eventually got paid for the work that I did do (a month later):

I'm not sure why you haven't heard from CS yet. Hopefully they respond today. While you're waiting, please make sure that you sent CS all the screenshots they need to help you.

[shirleyychen7]

@vickieito How long does it take to get connected to a success manager? I haven't taken advantage of seller plus program yet, but I'm thinking it might be worth it if I can get in contact with someone through it today/tomorrow and for future orders if I have this happen again. Do you find it worth it?

I sent another message in my CS support ticket this afternoon to ask for a follow up and I just took some screenshots of my numerous attempts to reach out to the buyer via messages and the order itself. I'M SO STRESSED. 😔

Was Fiverr CS able to cancel your order before it was due, or did they go back in retroactively after it passed the due date to cancel it?

[vickieito]

CS had to cancel my order before it was due, or else it would be considered late (and a late delivery does affect seller statistics). However I'm not sure how it would be if that late delivery is then canceled. I would think that it would only count as a canceled order at that point.

I can't remember how long it took for me to connect with my Success Manger, but you could try it. I think it was a day or two.

I love having a Success Manager! She was the only reason that I got paid for the work that I did do on my order. I didn't even ask her to help me with that - she took it upon herself and a month later CS contacted me to tell me that I was going to get paid for that project.

[shirleyychen7]

@vickieitoWow that's great! I considered getting it for months now but I'm in Canada and it's about $40, however it isn't too much compared to sales so might be a worthwhile investment. 

Support ended up getting back to me just now and they told me to just use the resolution center and reach out again after lol. Which means my order will be marked as late and my gig will be affected. Ugh. I even asked in my gig requirements in separate, mandatory fields to upload their most recent resume AND a text box to include any new information they want added. Usually this isn't a problem but in this case it is a new grad whose only experience are academic projects and 1 internship, and instead of providing me the info they wrote in the text box "will provide info later today or tomorrow" to bypass the requirement without actually answering the question. Their resume is only about 50% completed due to the vague resume and no work experience provided.

I'm so frustrated 😞

[vickieito]

5 minutes ago, shirleyychen7 said:

Support ended up getting back to me just now and they told me to just use the resolution center and reach out again after lol. Which means my order will be marked as late and my gig will be affected.

In my experience, if orders are canceled due to buyer error, CS can help ensure it doesn't affect your stats. Even after the fact. So you might have to cancel with CS after the deadline passes to prove that you've done everything on your side as a seller. Go ahead and put in a request for cancelation via the Resolution Center. 

(Maybe it's worth it to get that Success Manager now?)