Can the buyer insist the sellers to cancel the order if they change their plans?

[rawque_gulia]

A buyer placed an order yesterday but now he wants to cancel it as he is saying that his team has changed some plans and he does not want the service at this time and can place the order for the same service next week (but you all know that most of the time, these buyers never come back xD). However, I very nicely and professionally messaged him to extend the deadline (as he needs this service next week) and am now awaiting his response.

But in the meantime, I wanted to ask you pros how you handle situations like this. Do you go ahead and accept the cancellation or refuse to cancellation and stand on your grounds? Can the buyer still force me to cancel this order (just because he changed the plan after placing the order) through customer support?

Edited August 21, 2023 by rawque_gulia

[katakatica]

The rare times I encounter people like this I let them go (and have CS fix my completion rate.) Some people just don't communicate with their teams (or just change their minds...) and I believe it's better to stray out of drama like that. That being said if they do actually need the project (just need more time) you might be lucky and go through with it.

Buyers don't really seem to 'get' how Fiverr works on our side so I can see why someone would cancel like this but it's definitely bothersome! 

[rawque_gulia]

1 hour ago, katakatica said:

I believe it's better to stray out of drama like that.

Thanks for your expertise. I think yes, it would be best.

1 hour ago, katakatica said:

and have CS fix my completion rate.

Every time, I also go this same way. More than half of my support tickets are related to this type of cancellation. No doubt, CS really help me every time to fulfill my Order Completion Rate (which we see publicly), but in some orders, cancellations even after that fulfillment affects my stats very badly. I really hope CS actually fulfills the private metrics as well (which we don't see).