Unexpected order cancellation from buyer without any intimation

[dchakra98]

Issue Faced: Unfair Cancellation and Overdraft Charges

Summary:

I'm writing to report an issue I have encountered as a seller on Fiverr. The issue revolves around the cancellation of an order and subsequent overdraft charges, which I believe are unjust and require immediate attention.

Details of the Issue:

1. Cancellation of Orders: On September 5th, I received notifications from Fiverr customer support regarding the cancellation of two orders (Order IDs: FO7229E6FXXXX and FO3114E13XXXX). These cancellations were made due to a misunderstanding regarding the requirements, specifically targeting the wrong audience.

2. Misunderstanding with Buyer: It's important to note that the buyer had initially accepted the first order ($221) on their own. The fees for this order were already sent to my seller account. However, after the cancellation, this amount is now being displayed as an overdraft in my Fiverr earnings.

3. Unethical Overdraft Charges: Charging this money as an overdraft is legally and ethically questionable as the order was accepted by the buyer, and the fees were rightfully credited to my account. I view this as harassment of the seller.

4. Uncompensated Expenses: I had already invested a substantial amount (approximately ₹23,000) from my own pocket for Google ads to fulfill the buyer's request. These expenses have not been compensated, despite the order requirement being met, as evidenced by chat history and snapshots of the Google ads targeting the preferred audience (UK, US, Canada).

5. Lack of Communication: The buyer's dissatisfaction with the work could have been addressed through communication, but instead, the buyer chose to cancel the order without prior discussion. What concerns me further is that Fiverr did not engage with me before canceling the order, which I find unprofessional.

6. Recurring Issue: This is the second instance where the buyer has seemingly taken advantage of the situation. I believe that such behavior should not be supported, and appropriate actions should be taken against this buyer.
 

Requested Actions:

1. Reimbursement of Expenses: I request Fiverr to reimburse the expenses I incurred for the Google ads, totaling approximately ₹23,000. These expenses were necessary to complete the order.

2. Investigation: A thorough investigation into the chat history and order details is needed to establish that the order requirements were indeed met.

3. Blocking Buyer: To protect the reputation of the Fiverr network and prevent future instances of such behavior, I urge Fiverr to consider blocking this buyer from the platform.

4. Clear Explanation: An explanation regarding the overdraft charges and a resolution for this issue are necessary for the sake of fairness and transparency.

Conclusion:

I am committed to providing quality services on Fiverr and maintaining a positive seller-buyer relationship. However, I strongly believe that this issue requires immediate attention and resolution. I kindly request Fiverr's cooperation and prompt response to address this matter.

Thank you for your understanding and assistance.

Sincerely,
dchakra98 (Fiverr Seller)

[visualstudios]

That's an issue Fiverr has by design for certain types of work - the inability to charge upfront for certain services, in a way that can't be charged back, is a major problem. I'd suggest you move away from offering any service where you need to pay for things on your end, specially before an order completes and the funds clear (even though that isn't even enough to guarantee anything, as we see here), or you'll always be taking all the risk.

[dchakra98]

9 hours ago, visualstudios said:

That's an issue Fiverr has by design for certain types of work - the inability to charge upfront for certain services, in a way that can't be charged back, is a major problem. I'd suggest you move away from offering any service where you need to pay for things on your end, specially before an order completes and the funds clear (even though that isn't even enough to guarantee anything, as we see here), or you'll always be taking all the risk.

Thank you, @visualstudios, for sharing your insights. It's evident that certain individuals with less than honorable intentions may attempt to exploit the system to their advantage.

In order to safeguard the interests of diligent professionals such as ourselves, it would be beneficial for Fiverr to consider implementing a more stringent policy regarding order cancellations. Conducting a thorough review of each case, including a comprehensive background check, could help prevent unwarranted cancellations and provide greater protection for sellers who invest their expertise and effort into their work.

Without such measures, sellers may continue to face challenges where their hard-earned income is at risk due to potentially unfair cancellations.

Let's work together to promote fairness and professionalism within the Fiverr community.

[dchakra98]

Dear community, I've got very good news to share with all of you regarding my last post.

Although I had spent a total of $277 (approx Rs. 23000) on Google ads for the client, who perhaps cheated me by canceling the order in between the promotion work. But, with Fiverr's customer support help, I was compensated with $200 after careful evaluation of my concern.

This revives my trust in Fiverr customer service and its fair and impartial judgment.
Thanks @fiverr_admin for your cooperation and support. I highly appreciate it.