My starter question

[birdiethepom]

On 2/15/2024 at 8:33 PM, Kesha said:

We're closely reviewing the questions and concerns you’ve raised and wanted to address them directly. We value your feedback tremendously and are grateful for your engagement, as your insights play a crucial role in shaping the platform for the better. So, we’re providing another update to keep you informed about what we're currently working on and what to expect.

The one-month buffer period serves two purposes: allowing you to adjust to the new system and providing us with time to consider your comments and take action. We recognize the significant impact of this change and aim to collaborate as a community on the best paths forward. Your contributions have been invaluable in maximizing this time for us to make fixes before changes are implemented in the marketplace.

One key point raised is cancellations rectified by Customer Support affecting success scores. We recognize this oversight and are actively working to resolve it before the transition period concludes. We will keep you informed of any updates.

Regarding the Order Cancellations key area that may be displayed under your Gig success score, it's important to clarify that this is different from OCR (Order Completion Rate %). The Order Cancellation key area considers various metrics around order cancellations, including factors related to the order process before determining bad cancellations. It's a smarter, more complex indicator and not a simple percentage like OCR. 

Additionally, we understand the need for clarity regarding the overall success score and the Gig success scores. The overall success score takes into account your Gig scores. Gigs with higher order volumes have a greater impact on your score, while those with fewer orders contribute less. This ensures that your success score accurately reflects each Gig's performance relative to its order activity.

Each Gig is unique, and its score reflects various factors specific to that Gig. It's not a one-size-fits-all formula; rather, it considers multiple variables for each Gig, freelancer and the marketplace as a whole. For example, this means it is possible to have 2 Gigs with the same score, but with different key areas highlighted, each with different weights. The key areas highlighted provide insight into factors affecting each Gig's evaluation. You can learn more about these key areas and tips for improvement here.

It’s important to emphasize that the displaying of these scores and metrics does not signify a sudden change in how your marketplace performance is evaluated. Instead, it represents a move towards enhanced transparency, providing you with deeper insights into the underlying evaluation processes. Your visibility into these scores is intended to empower you with knowledge on how to improve.

We are committed to fostering an environment of open communication and collaboration, and your feedback remains instrumental in driving our continuous improvement efforts. We will continue listening here in the forum. If you have concerns or questions about your individual metrics, please reach out to our Customer Support team. They will prioritize assisting you as quickly as possible, ensuring that all crucial requests are addressed before the buffer period concludes. 

Hello! Does anyone know how I could contact Fiverr’s Support Team immediately (via call or through live chat)? I am a very new seller and I really need help in resolving an issue about my account getting flagged for alleged false identity. I understand the importance of complying with Fiverr's Community Standards and Terms of Service and want to ensure my account won't get banned. Although I am unsure why this situation has arisen, I am happy to cooperate and do what is necessary to resolve it.

I've already submitted requests to customer support and still waiting for their reply. Any help or guidance you could provide would be greatly appreciated. Thank you so much!

[msw_77]

Hi, 
Only way to contact the support is by creating the support ticket.

However, talking with the support is also very tricky and requires patience and persistence. 

They just copy and paste the response without even reading what you are trying to say. 

You will have to be specific and to the point until your query is properly addressed and resolved.