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BUYER PLACED AN ORDER WITHOUT COMUNICATION


intrglctc
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"Buyer wants me to transcript a guitar part from a song into a sheet music.

The buyer ordered right away without contacting me first in the first place before ordering, to make sure the song is something I can help with. And turns out the "Guitar" sound part isn't audible.

I came to the Help & Support Center to ask for help to cancel this order.
So that this doesn't affect my fiverr performance."

I've asked for help on Help and Support.
but why my request has been marked as "solved"?
and I still get the usual cancellation. Not the "Order Cancelled by Fiverr Costumer Support"?
because it still affecting my Fiverr performance

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Edited by intrglctc
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Not responding is not typical of customer support. I have never seen this before.

Maybe, there was a misunderstanding regarding what you were asking.

Send them another message.

If they take the cancellation off your account, you will still see it in the orders section, but the stats on your dashboard will be free of it.

Hope this helps!

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Well I had a dude who placed an order for a simple, general about us page. And now he placed a negative review stating it has no oomph :)) The lack of communication before placing an order is very strange to me... how would you pay money without knowing what to expect. I had another dude that sent a message at 1 AM my time and then sent multiple messages during the night and in the morning he forced an order on me, frustrated that I was not replying while sleeping. Needless to say the order got canceled and he ended up saying I am at fault. Placing an order without the seller's consent, having unreasonable expectations, all these things can be avoided if people just contact the seller first and wait for a reply. You can't force an order and expect everything to be solved without asking first if the seller has the skills and tools to do what you want..

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2 hours ago, intrglctc said:

but why my request has been marked as "solved"?

Whenever I cancel through Customer Support so it doesn't affect my seller stats, I will reply to the "solved" ticket to open it up again to request Customer Support to verify that it the cancelation does not affect my seller stats. Once I get that in writing from them, I monitor my stats to make sure it really does not affect my stats. If it does, Customer Support usually tells me to contact them again.

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5 minutes ago, donnovan86 said:

Placing an order without the seller's consent, having unreasonable expectations, all these things can be avoided if people just contact the seller first and wait for a reply. You can't force an order and expect everything to be solved without asking first if the seller has the skills and tools to do what you want..

Another reason for you to raise your prices, @donnovan86!

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2 hours ago, intrglctc said:

I've asked for help on Help and Support.
but why my request has been marked as "solved"?
and I still get the usual cancellation. Not the "Order Cancelled by Fiverr Costumer Support"?

I might be wrong here, so anyone feel free to correct me on this but, I believe you went through the Resolution Center to cancel your order instead of submitting a ticket directly to CS? 

Only if your cancellation request is valid and you submit a ticket directly to CS, then your stats won't be harmed. I've done it 3 times now and it will say the following on your order page: 

" The order was canceled by Customer Support"

So next time submit a ticket instead and you should be good! 

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I recently had a similar incident where they placed the order without even asking if I was available. Fortunately, after approaching the support, they cancelled the transaction while keeping my stats the same. Unfortunately, because this is not a regular marketplace, there is no opportunity for the buyer to request that the seller accept their offer. I'm hoping they'll start working on that soon.

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2 hours ago, shahzad79211 said:

Unfortunately, because this is not a regular marketplace, there is no opportunity for the buyer to request that the seller accept their offer. I'm hoping they'll start working on that soon.

One of the main selling points of Fiverr is that you don't have to wait for bids like other freelancing sites. You just come, see the services and place the order. So I doubt they will add yet another step, like the buyer waiting for a seller. Some people reply within the hour so those are ok. But what about people that enter Fiverr every couple of days. It woul be a massive inconvenience for a buyer to wait 2-3 days or more for a reply, with their money in the escrow. So yes, the chances of Fiverr allowing sellers to accept/deny an order are very slim. I would appreciate if they added a button where they say "this seller needs to be contacted before placing an order", that would solve the issue. Hopefully they do.

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On 9/11/2022 at 11:21 AM, sabinespoems said:

I might be wrong here, so anyone feel free to correct me on this but, I believe you went through the Resolution Center to cancel your order instead of submitting a ticket directly to CS? 

Only if your cancellation request is valid and you submit a ticket directly to CS, then your stats won't be harmed. I've done it 3 times now and it will say the following on your order page: 

" The order was canceled by Customer Support"

So next time submit a ticket instead and you should be good! 

That used to be the case but apparently isn't now. I submitted a ticket last Thursday 3pm asking for CS to cancel a job the buyer instigated, for a service I do not offer. I got a cursory response on Thursday saying it would be passed to the relevant team.

Here we are the next Tuesday, and I have not had any further help. Zero response from my Success Manager and my evaluation comes up on 15th, and I was forced to cancel through the resolution center because the buyer was also trying to cancel and he was getting annoyed, thinking I had not really asked CS for cancellation when I had. 

I also looked back to a message received from my prior Success Manager a few months back, (along with everyone else receiving the same in my category, I understand) saying we must no longer open tickets asking CS to cancel; we must use the resolution center first and then ask Support to revert our stats. Fine but what if no one even bothers to reply within a decent time to save the performance stats? What if this person buying something I don't offer dings my TRS status?

I kind of feel at least someone should have dealt with this; if this is the TRS/Seller Success program 'priority response', then I'd hate to have a 'normal' response!

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On 9/13/2022 at 4:05 AM, anniejenkinson said:

Here we are the next Tuesday, and I have not had any further help. Zero response from my Success Manager and my evaluation comes up on 15th, and I was forced to cancel through the resolution center because the buyer was also trying to cancel and he was getting annoyed, thinking I had not really asked CS for cancellation when I had. 

That's quite a long time! And not even getting a reply from your Success Manager defeats the purpose of having one I think....😒 

On 9/13/2022 at 4:05 AM, anniejenkinson said:

saying we must no longer open tickets asking CS to cancel; we must use the resolution center first and then ask Support to revert our stats. Fine but what if no one even bothers to reply within a decent time to save the performance stats? What if this person buying something I don't offer dings my TRS status?

I also understand that CS' primary service isn't to cancel orders. However, this seems like such a cumbersome method! First resolution center and then ask CS to revert the stats? Because it leads to situations like yours where time is ticking! Since the 15th is tomorrow, have you heard anything back yet?

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I have found the best way to handle orders that are not within your gig's scope is to do the following:

  1. Contact the buyer and state the order is outside of the gig's scope
  2. Request a cancellation and wait for buyer to accept
  3. Reach out to support, explain the order was outside of scope and politely request to remove the cancellation from your stats

It helps if you also have a statement in your gig description and FAQs that clearly shows what isn't inside the scope of your gig. For example, I clearly state I do not write about gambling and online casinos.

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