I want to cancel an order but my customer refuse to do so

[annalai]

Hi everyone.

First time asking questions here, never thought I would one day facing such a weird problem.

So I'm offering service to write lyrics for songs, specialized in Chinese Mandarin.

Now I have a customer, who had order 6 songs' lyrics (3 full length songs + 3 short songs) in one order, which is a custom offer.

I had completed the 3 full length songs' lyrics for them and deliver the file to them, but not through the "deliver", just file attachment as they request to have the lyrics completed one by one.

Now here is the tricky part. I have some communication issue with this customer, not that I don't understand their words, but I don't know what they want in the lyrics. Though they are satisfy with what I had delivered, but I don't think I'm capable in continue the job for them; for each lyrics, I had gave them 3 revisions, because they gave me some feedback that they want the lyrics to goes in a certain way (this is the part that I don't understand how I could convey the meaning they want into the lyrics). I mean, even after they said that they are satisfied with the 3rd versions of the lyrics, I still don't get why the 3rd versions were okay and the other versions were not. They had tried their best to explain what they want, but maybe our brain just works too differently, I still can't understand even after they had send me some examples.

This is why I think I'm not capable in continue this order. This had made me very depressed that I even burst into tears. I think I'm stressed out, and I've been thinking of cancelling this order ever since I started with the second lyrics.

I contacted the customer and tell them that I can't continue this job for them, and request for the order to be cancel (I don't care about the service payment anymore, I just want this job to be cancel). But they are very satisfied with the lyrics I gave them, and wanted to continue the rest of the lyrics with me.

We have been discussing this matter for about 2-3 hours, we both trying to persuade each other to cancel the order (me)/to continue the order (the customer), but we can't come to a mutual agreement on how to do next.

I do offer a solution that they could come an order my service next month or so, as probably my emotion would be better by then, but they insist not to cancel order, and would rather extend the deliver time. But I seriously don't want to deal with this order anymore...

They are nice person, I want this case to settle in a nice way, what should I do? Just leave it until the count down becomes "Very Late"?

 

[elviwebexpert]

• Try to understand why they are refusing to cancel the order. 
• politely explain your reason for wanting to cancel and see if you can come to a mutual agreement or resolution.

 

[annalai]

I had explain to them, that's why we keep discuss (honestly, it feel almost like argument in certain parts) for nearly 3 hours, trying my best to tell them that I really can't do it, I need to abort this order.

But they reply that the 3 completed lyrics were very nice and fulfill their requirement, they believe that we could find a way and continue this order. Well, they believe we could continue, but I have lost the confidence to do so. [facepalm]

[vickieito]

8 hours ago, annalai said:

I do offer a solution that they could come an order my service next month or so, as probably my emotion would be better by then, but they insist not to cancel order, and would rather extend the deliver time. But I seriously don't want to deal with this order anymore...

They are nice person, I want this case to settle in a nice way, what should I do? Just leave it until the count down becomes "Very Late"?

Hi @annalai, if you feel like your emotions will be better next month, just extend the delivery time to next month and you will be better equipped (mentally) to take care of the issue then  - whether you still want to cancel or continue the order. It's amazing what a good mental break can do ... and you might be able to get on the same page by then.

[hamzayounis_105]

9 minutes ago, annalai said:

I had explain to them, that's why we keep discuss (honestly, it feel almost like argument in certain parts) for nearly 3 hours, trying my best to tell them that I really can't do it, I need to abort this order.

But they reply that the 3 completed lyrics were very nice and fulfill their requirement, they believe that we could find a way and continue this order. Well, they believe we could continue, but I have lost the confidence to do so. [facepalm]

You should extend the delivery time, as you are saying that they do not want to cancel the order, you should not force them to cancel the order. You may lose a Repeat Buyer. Also has a bad effect on stats.

I was in the same similar condition one time, but at my time buyer agreed to cancel (they don't want to extend the delivery time.... buyer tried to scam me to do extra work after the order started but I said okay no issue I can write few more lines of code but they were not even extending delivery time), Now whenever I open order page on Fiverr, there is one order sitting in CANCELED portion.

Try not to cancel the order, it's good for you, extend some time, rest, and get back to work.

[annalai]

13 minutes ago, vickieito said:

Hi @annalai, if you feel like your emotions will be better next month, just extend the delivery time to next month and you will be better equipped (mentally) to take care of the issue then  - whether you still want to cancel or continue the order. It's amazing what a good mental break can do ... and you might be able to get on the same page by then.

Maybe it would be, but I doubt that, it just feels too depressed for me to communicate with them in order to get the content they want. I had strongly suggested them look for another lyric composer, maybe others would have the same brain with them and could deliver the job nicely. 

But as for now, I don't want to see their order in my dashboard, to keep reminding me about this stressful experience.

I would consider to contact customer support for canceling this order, if they still refuse to cancel the order for another few more days. [facepalm]

[annalai]

11 minutes ago, hamzayounis_105 said:

You should extend the delivery time, as you are saying that they do not want to cancel the order, you should not force them to cancel the order. You may lose a Repeat Buyer. Also has a bad effect on stats.

I was in the same similar condition one time, but at my time buyer agreed to cancel (they don't want to extend the delivery time.... buyer tried to scam me to do extra work after the order started but I said okay no issue I can write few more lines of code but they were not even extending delivery time), Now whenever I open order page on Fiverr, there is one order sitting in CANCELED portion.

Try not to cancel the order, it's good for you, extend some time, rest, and get back to work.

I don't care about the stats anymore, I had canceled order before (customer order accidentally before they make sure if I order such service), so it doesn't hurt me to see one more record in the list.

If they would, in future, be a repeat buyer that keeps bringing me stress and mental break down, I would rather reject this kind of repeat buyer.

[vickieito]

The problem with that is, CS won't cancel an order if you are in communication with your buyer. They prefer that you handle such disputes yourself, and you have a buyer that's willing to work with you. So I can't really see them just canceling the order for you. They will just tell you to come to some sort of agreement with your buyer.

So if you want to cancel, you just have to convince the buyer to cancel. This will be a big headache for you, but if that's really what you want to do, you have to be firm and just keep requesting the buyer to cancel. This can take weeks or even months to do, so be prepared to battle it out for that long.

It's really you vs buyer, and whoever wins is the one who is most persistent with their stance.

Edited August 3, 2023 by vickieito

[annalai]

2 minutes ago, vickieito said:

The problem with that is, CS won't cancel an order if you are in communication with your buyer. They prefer that you handle such disputes yourself, and you have a buyer that's willing to work with you. So I can't really see them just canceling the order for you. They will just tell you to come to some sort of agreement with your buyer.

So if you want to cancel, you just have to convince the buyer to cancel.

Thanks for the info, as this is the first time I had problem with customer, and a weird one; I had never contacted CS for any problem, so I don't know how it works.

I'll keep trying to convince the buyer to cancel the order...

What would happen if the order becomes "Very Late"? I never had my order come to this extend, would the order be automatically cancel after the "very late" situation?

[vickieito]

20 minutes ago, annalai said:

What would happen if the order becomes "Very Late"? I never had my order come to this extend, would the order be automatically cancel after the "very late" situation?

I've never had a late order. But I think that means the customer can cancel and then you get slapped with a generic 1-star review that says "Cancelled order. Seller failed to deliver on time!"

Edited August 3, 2023 by vickieito

[vickieito]

It might be best to extend the delivery on this order - and continue your dispute with the buyer.

[brandingstudio7]

You should not cancel the order. It seems your body and your mind need rest. The best option is, inform them that you need one week leave. During this one week go to somewhere where you can refresh and relax.

I am sure after some days gap. Your mind will be active, you feel energetic, and you will complete your work within two days. 

 

[annalai]

Thanks for all the answers.

I have managed to persuade the customer to cancel the order.

I felt a huge stone has been removed from my spirit. But I still maintain a good relationship with the buyer, seeing if I could help them in another way, but not me writing lyrics for them anymore (at least for now).

[vickieito]

22 minutes ago, annalai said:

Thanks for all the answers.

I have managed to persuade the customer to cancel the order.

I felt a huge stone has been removed from my spirit. But I still maintain a good relationship with the buyer, seeing if I could help them in another way, but not me writing lyrics for them anymore (at least for now).

That's good news, @annalai!

I'm glad you were both able to come to an agreement so quickly (while maintaining a good relationship with the buyer).  That's not an easy task. Great job keeping it together and professional during this difficult situation.

I saw you are taking much-needed downtime, which is so important for you to be able to get back to 100% again. Get plenty of rest, reconnect with nature, take care of your health, and spend quality time with close family and friends. Fiverr will be here when you are ready to come back. 😊

[malikhifza8127]

hey! i am going through the same issue. the client ask me to cancel the order even i have done a lot for that order, edit them the way they want 4 times and send her again but she was not ready to accept the order, she was taking alot revisions. I didint cancel at first then i asked her to send me cancel order request then i accept his request . now my account is rrestricted for 90 days. please help mee 

[vickieito]

32 minutes ago, malikhifza8127 said:

now my account is rrestricted for 90 days. please help mee 

What reason was given for your account restriction? You should have received an email (check your spam folder).

[malikhifza8127]

that i have violated the fiverrr policy

5 minutes ago, vickieito said:

What reason was given for your account restriction? You should have received an email (check your spam folder).

[vickieito]

1 minute ago, malikhifza8127 said:

that i have violated the fiverrr policy

It looks like your buyer may have reported you for violating Fiverr's ToS. Is there anything from your conversation with your client that might give a clue as to why your account was reported by the buyer?

[malikhifza8127]

[vickieito]

@malikhifza8127 - it looks like you did academic work, which is against Fiverr's ToS.

It was probably your gig "I will write article or essay about health and disease." You aren't allowed to write papers for students.

Edit: I just saw you had other gigs, "I will do assignments for your related to nursing..." and "I will complete your online medical course."

None of these services are allowed on Fiverr.

Edited August 4, 2023 by vickieito

[malikhifza8127]

9 minutes ago, vickieito said:

@malikhifza8127 - it looks like you did academic work, which is against Fiverr's ToS.

It was probably your gig "I will write article or essay about health and disease." You aren't allowed to write papers for students.

Edit: I just saw you had other gigs, "I will do assignments for your related to nursing..." and "I will complete your online medical course."

None of these services are allowed on Fiverr.

so what i have to do 

 

[vickieito]

2 minutes ago, malikhifza8127 said:

so what i have to do 

Right now, the only thing you can do is wait for the 90-day review period to be completed. At that time, it'll be decided whether your account will be reinstated or not.

[malikhifza8127]

should i contact customer support service 

 

 

[vickieito]

1 minute ago, malikhifza8127 said:

should i contact customer support service 

No, because they will tell you the same thing. Also, they aren't the department that is reviewing your account. Also, if you contact CS too many times, they will give you a warning.

Edited August 4, 2023 by vickieito