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Order placed without previous communication



I'm honestly tired of this, it's not the first time a buyer decides to place an order on my gig without previous talking about the project with me and possibly without reading my description either. They just bought the package and sent me a song that's impossible for me to remake (and it fits into the description of music I can't replicate in my gig description). I explained to them in the order chat and they did not respond. So now I'm here in front of a work I cannot complete, and my only option is to ask the buyer to cancel the order and then have my stats dropped and my profile affected by this? I think it's unfair. And I know contacting CS won't work because they will want me to request the buyer to cancel the order by the means Fiverr offer you, so I will probably have my stats dropped anyway. I'm honestly discouraged about it. 

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