Customer hasn't paid for additional extra and the deadline is in a few hours

[allymitchell893]

Hi everyone! I've been on Fiverr for a few years now but I still find myself in frustrating situations and I was wondering if anyone has advice on what I should do:

I'm a proofreader and editor. A customer placed an order then sent through work which was much more than the scope of the purchased package. I sent them an additional extra request which they said they would pay on Monday. As the deadline was on Monday morning, I requested an extended delivery of 2 days which they accepted.

It's now Tuesday, they still haven't paid or been online. I messaged them earlier and had no response. The delivery is due in 8 hours.

My only option has been to send another extension request, but if they don't come back online before the deadline, I was wondering whether anyone knew how badly a delivery marked as late would jeopardise a profile?

 

[rahulkajla1]

8 minutes ago, venonusa said:

better to deliver the order than to be late

Why would she do that? The buyer haven't paid her for the extra words. After the delivery, the buyer might never come back to make the payment. It's one thing if the extra amount is only $5 or $10, but based on her pricing, it's at least $40 more. Personally, I would never deliver work that I wasn't paid for.

Edited February 21, 2023 by rahulkajla1

[rahulkajla1]

This can be very frustrating. I usually also send an extension if a buyer is unresponsive or requested some extra time to make the payment. The only thing I do differently is send a 7-day extension so that if something goes wrong or the buyer doesn't add the amount in time, I don't have to request an extension again.

I won't recommend keeping the order active or open after the deadline. As far as I know, you get an automatic 1-star review if the order is late for more than 48 hours (or maybe 24 hours; I don't remember).

The best course of action for you would be to send a cancellation request and explain why you are sending a cancellation request. If the buyer in question really needs your service, he/she will add the required amount or just cancel the order. 

If the buyer cancels the order, get in touch with CS and explain how the cancellation could not be helped, and they'll remove the negative effect of cancellation from your account.

I highly recommend you add at least 7 days (if you haven't already) to your “extra” so if the buyer accepts that extra after 1–2 days (before the order is automatically cancelled), you still get 4–5 days to work on the order.

Edited February 21, 2023 by rahulkajla1

[vickiespencer]

38 minutes ago, rahulkajla1 said:

The best course of action for you would be to send a cancellation request and explain why you are sending a cancellation request. If the buyer in question really needs your service, he/she will add the required amount or just cancel the order. 

If the buyer cancels the order, get in touch with CS and explain how the cancellation could not be helped, and they'll remove the negative effect of cancellation from your account.

I have had this sort of thing happen to me. Each time when the order ended up getting canceled, CS corrected my stats.

I would never do this: ⬇️
 

 

29 minutes ago, venonusa said:

better to deliver the order than to be late, 

 

Edited February 21, 2023 by vickiespencer

[wordpressweb7]

Wait for the buyer to respond. If he didn't answer your extra request or delivery extension. Open a ticket with customer support. They'll help you to deal with the order without effecting your gig stats.

 

[vickiespencer]

1 minute ago, wordpressweb7 said:

Open a ticket with customer support. They'll help you to deal with the order without effecting your gig stats.

CS prefers sellers to cancel through the resolution center and then contact them to have their stats adjusted. 

[wordpressweb7]

Yes, you're right. CS will help you to restore your stats.

[vickiespencer]

Just now, wordpressweb7 said:

Yes, you're right. CS will help you to restore your stats.

If you contact them before you use the resolution center, CS will direct you to NOT contact them but use the resolution center. 

[allymitchell893]

11 hours ago, rahulkajla1 said:

This can be very frustrating. I usually also send an extension if a buyer is unresponsive or requested some extra time to make the payment. The only thing I do differently is send a 7-day extension so that if something goes wrong or the buyer doesn't add the amount in time, I don't have to request an extension again.

I won't recommend keeping the order active or open after the deadline. As far as I know, you get an automatic 1-star review if the order is late for more than 48 hours (or maybe 24 hours; I don't remember).

Thank you so much for your reply and reassurance - it's an annoying situation but good to hear you know what I'm talking about.

I will definitely do a 7-day extension next time. 

By some miracle, the customer responded and paid this morning! I think it must have happened after the delivery went to late but now the order is back 'in progress'. I will message Fiverr Help to make sure all is ok as, as you say, a 1-star review for a late delivery doesn't sound good!

[venonusa]

4 minutes ago, rahulkajla1 said:

Why would she do that? The buyer haven't paid her for the extra words. After the delivery, the buyer might never come back to make the payment. It's one thing if the extra amount is only $5 or $10, but based on her pricing, it's at least $40 more. Personally, I would never deliver work that I wasn't paid for.

this is my opinion, you can do what you want, but then your order will be late and this will affect your performance.

[venonusa]

54 minutes ago, allymitchell893 said:

Hi everyone! I've been on Fiverr for a few years now but I still find myself in frustrating situations and I was wondering if anyone has advice on what I should do:

I'm a proofreader and editor. A customer placed an order then sent through work which was much more than the scope of the purchased package. I sent them an additional extra request which they said they would pay on Monday. As the deadline was on Monday morning, I requested an extended delivery of 2 days which they accepted.

It's now Tuesday, they still haven't paid or been online. I messaged them earlier and had no response. The delivery is due in 8 hours.

My only option has been to send another extension request, but if they don't come back online before the deadline, I was wondering whether anyone knew how badly a delivery marked as late would jeopardise a profile?

 

better to deliver the order than to be late, if the customer sends you a message you can send him a new offer with the extra