Revisions after order automatic completion

[ilknurcengiz]

Hi guys, I finished an order 1,5 months ago. The client used all of the revision rights in the gig he has. Now he returns back and asks for more revisions. What are my rights? 

1. Can he go to CS for a refund?

2. What would be CS's approach to this? Since I offer creative gigs it is a subjective topic if the client likes it or not. I gave everything I offered in the gig. The feedback period ended. He didn't use the revision period he had and he is still not satisfied with the result.

3. If the CS decides to refund the project? What will it be? I am going to refund the money. And my cancelation rate will decrease. How is that affect my profile?

I am not planning to build a long-term relationship with this buyer because he doesn't know what he wants. I am planning to block him. But I don't want to lose my reputation on the Fiverr algorithm. What do you guys suggest? Would you continue to make revisions under these conditions?

 

[newsmike]

Just now, ilknurcengiz said:

What are my rights? 

Why would you not just sell him additional revisions? 

[ilknurcengiz]

Just now, newsmike said:

Why would you not just sell him additional revisions? 

I told him during the order period about he finished his rights of revisions and needed to pay for more revisions he told me he doesn't have money and would ask for a refund. I didn't want to go through the cancelation period and made 8 more revisions after he finished his revisions rights. I don't think he will accept to pay me more for revisions.

[newsmike]

1 minute ago, ilknurcengiz said:

he doesn't have money and would ask for a refund.

So you should reject his refund request. I would report this to CS, tell them that he is threatening you with a cancellation of you don't provide free work outside the scope of what he purchased.  Not perfect, but better to be first to CS.

[ilknurcengiz]

Just now, newsmike said:

So you should reject his refund request. I would report this to CS, tell them that he is threatening you with a cancellation of you don't provide free work outside the scope of what he purchased.  Not perfect, but better to be first to CS.

Do you think CS would find me right? Because I heard client can come back and asks for revision even after years later. The good side of my situation I don't offer unlimited revisions. I will lose my level 1 badge if CS cancels this order.

[newsmike]

Just now, ilknurcengiz said:

Do you think CS would find me right? Because I heard client can come back and asks for revision even after years later. The good side of my situation I don't offer unlimited revisions. I will lose my level 1 badge if CS cancels this order.

They will sit on the fence. You want to get there so  hopefully they will not cancel if he asks them. Your job now is to continue to politely say (every time he asks), Yes, I'll be happy to do that and here's how much it will cost.  You have to be more stubborn than him.

[ilknurcengiz]

Just now, newsmike said:

They will sit on the fence. You want to get there so  hopefully they will not cancel if he asks them. Your job now is to continue to politely say (every time he asks), Yes, I'll be happy to do that and here's how much it will cost.  You have to be more stubborn than him.

Thanks for the advice. I was acting shy while I'm communicating with him since I found out Fiverr allows clients to ask for a refund after the order is completed. I'll do this because I am so tired of his revisions I already scrapped the work twice during the order process. One more question if you don't mind. I found out cancelation rate is calculated from the orders completed last 60 days. This order is completed in mid-January so would the evaluation period end for this order in mid-March? Or will it be calculated from the canceled time?

[newsmike]

6 hours ago, ilknurcengiz said:

Or will it be calculated from the canceled time?

From the cancellation time. 

[leannelrivers]

16 hours ago, ilknurcengiz said:

Because I heard client can come back and asks for revision even after years later.

No one should be providing revisions years later. Even months later is unreasonable unless you offered this at the time. I haven't looked at your profile, if you haven't already, add an FAQ stating exactly what your revision policy is. You can also add a note in order requirements to politely point clients in the direction of you FAQs so that it's on them to inform themselves. They won't always read these without being prompted. It's fine to be flexible with revisions, I do go above and beyond for some clients, but only if they're quality clients who are not out to take advantage. 

In difficult cases go to CS as @newsmike has already suggested. These things do happen occasionally, it's the nature of the beast, but you can't allow yourself to be held hostage by clients who expect you to continue to work on things long after the order is finished without compensating you. Especially months after! I doubt they would be willing to do that, it's bad for business. A simple comparison is a restaurant. Would you go back to a restaurant months after your meal and say, "Actually, my burger wasn't seasoned well, make me another one for free or give me a refund."? It's absurd. 

[donnovan86]

16 hours ago, ilknurcengiz said:

Can he go to CS for a refund?

I had someone that went to customer support and asked for a refund 6 months after the order completed automatically. And they placed a lot of orders from other sellers in the meantime, it's not like they were inactive. But they most likely just wanted their money back for another project, who knows. Regardless, Fiverr reimbursed them so...

[ilknurcengiz]

20 hours ago, donnovan86 said:

I had someone that went to customer support and asked for a refund 6 months after the order completed automatically. And they placed a lot of orders from other sellers in the meantime, it's not like they were inactive. But they most likely just wanted their money back for another project, who knows. Regardless, Fiverr reimbursed them so...

So is the order canceled? The refund was from your balance, did I understand right?

[ilknurcengiz]

21 hours ago, leannelrivers said:

No one should be providing revisions years later. Even months later is unreasonable unless you offered this at the time. I haven't looked at your profile, if you haven't already, add an FAQ stating exactly what your revision policy is. You can also add a note in order requirements to politely point clients in the direction of you FAQs so that it's on them to inform themselves. They won't always read these without being prompted. It's fine to be flexible with revisions, I do go above and beyond for some clients, but only if they're quality clients who are not out to take advantage. 

In difficult cases go to CS as @newsmike has already suggested. These things do happen occasionally, it's the nature of the beast, but you can't allow yourself to be held hostage by clients who expect you to continue to work on things long after the order is finished without compensating you. Especially months after! I doubt they would be willing to do that, it's bad for business. A simple comparison is a restaurant. Would you go back to a restaurant months after your meal and say, "Actually, my burger wasn't seasoned well, make me another one for free or give me a refund."? It's absurd. 

I %100 agree with you. Honestly, I thought I'd be safe if 15 days feedback period ends. But then I found out he could go to CS for a refund. I have to admit I am disappointed with the policy of Fiverr. He already used the right of extension of the review period. If he didn't use it maybe he would be right but in this case, I seem to be the right one in this order. I guess we'll what CS will decide.