Customer keeps creating new accounts and probably wants to destroy my reputation?

[servalcarmel]

Hello, 2 days ago someone "accidently" bought from me and wanted to have a refund (He/she said they wanted to wait until I got better options before). A few minutes later the person asked if we could do .. instead and do the other thing they wanted later (without paying again of course). Then they wanted a refund again which I accepted (the person was literally asking every 2 minutes if Im there and stuff, so I reported them which actually worked). I thought everything would be good now (besides the fact that my success score went down) but they messaged me with another account stating that the old account has been banned. I blocked them immediately because I dont want to deal with customers like that. Once I blocked them they created more and more accounts (I blocked every account that messaged me because they were all the same country, created in april and asked nearly the same question). I already contacted fiverr support once they made new accounts but they didnt reply yet. Today everything was quiet until I got a order from the person when I wasnt online. Now I dont know what I should do, I updated the support ticket so fiverr knows whats going on. I cant block them because they bought already. I also dont want to deliver the order because I dont want a bad review. As well as I dont want to cancel the order because 1. They wouldnt accept it 2. They would keep creating new accounts and 3. It would increase my cancelation rate dramatically. Does someone have any advise to handle with that? I also only got 2 days left until its marked as late, I hope they support answered my ticket until then. I think they created around 8 alternative accounts now. I will also put a screenshot of their accounts under that post. I really dont know what to do. If someone has an advise than please let me know, Thanks!

[rawque_gulia]

8 hours ago, servalcarmel said:

Does someone have any advise to handle with that?

Are you completely sure and confident that it's the same buyer? If so, then just wait for the response from customer support and report to them that this buyer is violating the Terms of Service by creating multiple accounts.

Just one thing to note: Even if your order is marked as late, it won't impact your score after the order cancellation. Customer support fulfills the cancellation rate and On-time delivery in these types of cancellations.

However, there is still a risk involved. What if customer support doesn't cancel the order (if they don't find enough evidence that it's the same buyer who created multiple accounts before)? In that case, you could be in big trouble. So, my personal advice would be:

1. Attempt to cancel the order by communicating with the buyer. Be transparent with the buyer about why you're doing this. Show them screenshots of the Terms of Service to explain how multiple accounts violate the terms. If the buyer agrees, then great -- if not, then:

2. Refrain from working in chats and directly inform the client that you're not starting the work with a buyer who is breaking the terms. Maybe, after you take your stand, the buyer agrees to the cancellation (as anyway, he won't get the work from you and it will just waste his time). Just be transparent in chats so that when customer support reviews the order, they understand your position and take your side. Do not ignore the chat or fail to respond to the buyer's messages. Be communicative and transparent!

[servalcarmel]

10 hours ago, rawque_gulia said:

Are you completely sure and confident that it's the same buyer? If so, then just wait for the response from customer support and report to them that this buyer is violating the Terms of Service by creating multiple accounts.

Just one thing to note: Even if your order is marked as late, it won't impact your score after the order cancellation. Customer support fulfills the cancellation rate and On-time delivery in these types of cancellations.

However, there is still a risk involved. What if customer support doesn't cancel the order (if they don't find enough evidence that it's the same buyer who created multiple accounts before)? In that case, you could be in big trouble. So, my personal advice would be:

1. Attempt to cancel the order by communicating with the buyer. Be transparent with the buyer about why you're doing this. Show them screenshots of the Terms of Service to explain how multiple accounts violate the terms. If the buyer agrees, then great -- if not, then:

2. Refrain from working in chats and directly inform the client that you're not starting the work with a buyer who is breaking the terms. Maybe, after you take your stand, the buyer agrees to the cancellation (as anyway, he won't get the work from you and it will just waste his time). Just be transparent in chats so that when customer support reviews the order, they understand your position and take your side. Do not ignore the chat or fail to respond to the buyer's messages. Be communicative and transparent!

Thanks for you reply! I am 100% sure that it is the same buyer. The way they wrote and spam me is the same as before. I already sent a few screenshots to the support which should make it clear that this are alternative accounts. The buyer requested an order cancelation after they spammed me, but I am afraid that they will just continue to create new accounts and try to buy again in the future since they act as I wouldnt know that this is their alternative account. I hope that the fiverr support replies to me soon so I can get this issue sorted. I will try to confront them now as you said, Thanks for the advise!

[rawque_gulia]

13 hours ago, servalcarmel said:

The buyer requested an order cancelation after they spammed me

Then just accept it and ask the customer support to fulfill your Cancellation rate and other metrics. That's the "best" and "only" thing you can do. Since you are not a leveled seller, I am assuming that you do not have access to Seller Plus and Request to Order feature that can save you from these troubles. But for now, even the most that Customer Support can do is cancel the existing order and fulfill your score.

You (or customer support) can not know which future client is the same spam client or a new genuine client, so no steps can be taken for "future orders" to avoid this spam.