Update: Change implemented for Customer Support-handled cancellations

[Kesha]

We have an important update regarding a recent change implemented after the launch of our new level system. We were aware that cancellations rectified by Customer Support were affecting success scores, and are happy to report that this issue has now been resolved.  This means cancellations that were rectified by Customer Support, and were not attributable to the fault of the freelancer, are not taken into account in your success score. 

While the scores for most freelancers will not change, as a result of this update, it is possible some may experience movements in their success scores in the next few weeks. It's important to note that there can be both increases and decreases of metrics due to this change. There are a few reasons for this, namely:

• With the removal of cancellations rectified by Customer Support from the success score calculation, there may be fewer orders counted towards your score for a particular gig, which means a possibility of an increase or decrease of success scores. 
• The success score is relative to other freelancers in the marketplace. As a result, changes in how cancellations are factored can affect your score.

If you notice a decline in metrics, remember that there is a 30-day grace period before any immediate level drop takes effect.

Thanks for your understanding and patience during this transition.

- The Fiverr Team

FAQs:

Q: I am still seeing cancellations as a negative key area after this change was made. Why is that?
A: While we've addressed the impact of cancellations handled by Customer Support on your Gig score, it's important to note that there may be other cancellations (not handled by Customer Support) that can still influence your score. 

Q: I no longer see cancellations as a negative key area, but now my success score is going down. Why is that?
A: By removing cancellations handled by Customer Support from the success score calculation, other orders of that Gig may now be weighted more heavily, which can lead to a drop in success score. Another aspect that could be causing this is that the success score is relative to other freelancers in the marketplace. 

Q: Do cancellations still affect freelancer scores and performance? 
A: Cancellation is just one aspect of how a Gig is evaluated. Not every order that ends in cancellation is necessarily detrimental, so there's no need to worry. It's important to collaborate with the buyer to ensure that a cancellation is warranted for valid reasons, rather than opting for an easy and quick resolution.

Q: What steps can a freelancer take if a cancellation is not their fault?
A: In the event of a cancellation that is not attributed to the freelancer's actions, they should contact Customer Support. Customer Support will review the situation and address the cancellation as necessary.