How long does it usually take for support to answer a ticket?

[qubemotion]

It's been more than a day (almost 2 days) and still fiverr support did not answer my ticket, at this point I feel like there are no supports or worse they don't care about sellers and their status.

I don't know if this is normal or not but it is not anything near acceptable, at least they should notify users that it may take longer than anticipated usual time, this is a matter about an order I have and is somehow urgent and still they did not even answered my question. I even replied to it and no answers yet.

[smashradio]

4 hours ago, qubemotion said:

It's been more than a day (almost 2 days) and still fiverr support did not answer my ticket, at this point I feel like there are no supports or worse they don't care about sellers and their status.

I don't know if this is normal or not but it is not anything near acceptable, at least they should notify users that it may take longer than anticipated usual time, this is a matter about an order I have and is somehow urgent and still they did not even answered my question. I even replied to it and no answers yet.

It varies. Since it's the weekend, there are fewer staff members available to handle tickets. You shouldn't expect a response from a business during the weekend.

Typically, response times range from 24 to 72 hours for most users. If your issue is complex, it may require the support team to consult with relevant departments before they can provide you with a solution. If you're a Seller Plus member, you'll experience shorter wait times. Pro sellers receive even faster service.

[webcut]

It depends. I usually get reply within 5-7 hours. But you can wait 24-72 hours. I believe you must get reply within 24 hours. Thank you!

[qubemotion]

12 hours ago, smashradio said:

It varies. Since it's the weekend, there are fewer staff members available to handle tickets. You shouldn't expect a response from a business during the weekend.

Typically, response times range from 24 to 72 hours for most users. If your issue is complex, it may require the support team to consult with relevant departments before they can provide you with a solution. If you're a Seller Plus member, you'll experience shorter wait times. Pro sellers receive even faster service.

So I should expect an answer with 3 business days, well I have to say I am sorry for judging in first place, I didn't know this as my last ticket was solved in a day. that being said I shouldn't expect an answer for today as well. but how about an urgent issue? 

[qubemotion]

 

On 5/13/2024 at 12:54 AM, smashradio said:

It varies. Since it's the weekend, there are fewer staff members available to handle tickets. You shouldn't expect a response from a business during the weekend.

Typically, response times range from 24 to 72 hours for most users. If your issue is complex, it may require the support team to consult with relevant departments before they can provide you with a solution. If you're a Seller Plus member, you'll experience shorter wait times. Pro sellers receive even faster service.

Well sadly 72 hours passed and still my ticket is unanswered, basically after 5 days my ticket has no answers, at this point I deserve to just insult whoever is responsible for this issue in my mind.

At any rate this is not acceptable, do they really care about sellers? 

[sazzad0071]

Same situation here. Because of some fiverr bugs, I am facing some problems asn already informed the support centre. Its already 3 days but no response yet.

[qubemotion]

How I am getting disappointed of fiverr staff each year

I would like to express my concern regarding the lack of attention given to sellers' inquiries on this platform. Considering the significant 20% fees we pay, I believe it is reasonable to expect a higher level of service, particularly in terms of addressing urgent support tickets.

Recently, I encountered an issue with an order where both the client and I were satisfied with the work, but there was a slight delay in the client's response for a revision. As a result, I am now facing a late delivery penalty, which I believe is unfair given the circumstances. I promptly opened a support ticket before delivering the order, but unfortunately, it remains unanswered even after five days. This level of delay is unacceptable and detrimental to my business.

I understand that managing a large volume of support tickets can be challenging, but leaving inquiries unanswered for an extended period is not acceptable. This issue has persisted for some time, and it appears to have worsened in recent months. At the very least, I would expect Fiverr to provide users with a notification or banner indicating that inquiries may experience delays.

The lack of responsiveness from the support staff is deeply concerning and reflects poorly on the professionalism of the platform. I kindly request that this matter be addressed promptly to ensure that sellers' concerns are taken seriously and resolved in a timely manner.

[smashradio]

8 minutes ago, qubemotion said:

 

Well sadly 72 hours passed and still my ticket is unanswered, basically after 5 days my ticket has no answers, at this point I deserve to just insult whoever is responsible for this issue in my mind.

At any rate this is not acceptable, do they really care about sellers? 

I'm very sorry to hear that you've had to wait for so long. This isn't normal. 

I suggest keeping that insult inside your mind for the time being. Insults rarely help, even th ough I totally get why you feel that way. I would, too! 

At this point, I'd suggest updating your ticket and ask for a response. It does help to be polite - remember that support representatives are humans just like us, and I'm pretty sure something went wrong with your ticket at this point. Alternatively, they might have far too much to do, but still, five days isn't an acceptable response time. 

In the meantime, perhaps @Lena or @Kesha can bump this with support to speed up the process? May I suggest a stronger blend of Darjeeling tea for the support staff? 😁

[qubemotion]

6 minutes ago, sazzad0071 said:

Same situation here. Because of some fiverr bugs, I am facing some problems asn already informed the support centre. Its already 3 days but no response yet.

It's absurd, we are paying 20% fee on each prder and even tips and still have worst support compared to pther major platforms

[smashradio]

Hey! 

I know I responded to your post about support previously, but I'm chiming in here too, since you've provided a bit more detail about what happened. 

If an order goes late, you can always use the resolution center to extend the delivery time. You'll find a link to the resolution center inside the order page. This is an automatic process, and the buyer gets two days to accept. If they don't respond to the request, it gets automatically accepted, which is very nice!

As for the response time, I totally agree with you. As I said over in your other post (linked below), I think something happened to your ticket at this point. Five days isn't a normal response time, even if you don't have Seller Plus. 

 

[qubemotion]

2 minutes ago, smashradio said:

I'm very sorry to hear that you've had to wait for so long. This isn't normal. 

I suggest keeping that insult inside your mind for the time being. Insults rarely help, even th ough I totally get why you feel that way. I would, too! 

At this point, I'd suggest updating your ticket and ask for a response. It does help to be polite - remember that support representatives are humans just like us, and I'm pretty sure something went wrong with your ticket at this point. Alternatively, they might have far too much to do, but still, five days isn't an acceptable response time. 

In the meantime, perhaps @Lena or @Kesha can bump this with support to speed up the process? May I suggest a stronger blend of Darjeeling tea for the support staff? 😁

Lol, I've always been a bit of a hothead, but you're right, mistakes happen and we're all human. 😅🤷‍♂️ It's just not cool to be intentionally rude or disrespectful. I hope they eventually respond, but I'm not holding my breath. ⌛️🤷‍♂️

[smashradio]

Just now, qubemotion said:

Lol, I've always been a bit of a hothead, but you're right, mistakes happen and we're all human. 😅🤷‍♂️ It's just not cool to be intentionally rude or disrespectful. I hope they eventually respond, but I'm not holding my breath. ⌛️🤷‍♂️

I'm snarky as hell when need be, and I do enjoy injecting a bit of sarcasm whenever a company doesn't do their job properly. I hope this gets resolved for you soon. Anyway, I chimed in on your other post as well, given that you mentioned the order went late. You could always use the resolution center to extend the delivery time automatically 🙂 

(Never hold your breath when it comes to Fiverr. We would all be dying of hypoxia if we did - lol)

[qubemotion]

1 minute ago, smashradio said:

Hey! 

I know I responded to your post about support previously, but I'm chiming in here too, since you've provided a bit more detail about what happened. 

If an order goes late, you can always use the resolution center to extend the delivery time. You'll find a link to the resolution center inside the order page. This is an automatic process, and the buyer gets two days to accept. If they don't respond to the request, it gets automatically accepted, which is very nice!

As for the response time, I totally agree with you. As I said over in your other post (linked below), I think something happened to your ticket at this point. Five days isn't a normal response time, even if you don't have Seller Plus. 

 

I actually did it and even extended it for two days. I kindly asked my client and informed him of the situation, but it still wasn't enough, as different time zones and weekends made it a bit complicated. I understand if Fiverr doesn't accept my excuse here, but I still wanted an answer from them as to whether this is possible or not.

[smashradio]

2 minutes ago, qubemotion said:

I actually did it and even extended it for two days. I kindly asked my client and informed him of the situation, but it still wasn't enough, as different time zones and weekends made it a bit complicated. I understand if Fiverr doesn't accept my excuse here, but I still wanted an answer from them as to whether this is possible or not.

Yeah, that can happen. Hope they can fix it for you, or at the very least, tell you no instead if ignoring you. 😆

[qubemotion]

3 minutes ago, smashradio said:

I'm snarky as hell when need be, and I do enjoy injecting a bit of sarcasm whenever a company doesn't do their job properly. I hope this gets resolved for you soon. Anyway, I chimed in on your other post as well, given that you mentioned the order went late. You could always use the resolution center to extend the delivery time automatically 🙂 

(Never hold your breath when it comes to Fiverr. We would all be dying of hypoxia if we did - lol)

Thanks for your answers. Still, I hope Fiverr finds my excuse reasonable. Like I said, I don't understand if they don't accept it. It was just another experience to extend delivery times in such cases to more than a week.

 

[rabihumakhan]

I'm sorry to learn that. 

If you have delivered the initial order on time and it's now in the revision phase, don't worry. It won't count as 'late'.  

[Kesha]

Hi there! I see that your ticket is in the queue and a representative should be reaching out to you shortly. As a heads up, our system prioritizes older messages so it's best to refrain from sending multiple messages under one ticket so that your request is not pushed lower into the queue. 

[qubemotion]

Just now, Kesha said:

Hi there! I see that your ticket is in the queue and a representative should be reaching out to you shortly. As a heads up, our system prioritizes older messages so it's best to refrain from sending multiple messages under one ticket so that your request is not pushed lower into the queue. 

Thank you very much, Kesha, for the update. I truly appreciate it.

 

Additionally, thank you for the advice you provided. I actually sent a new message just an hour ago, so you are correct about the queue.

[Kesha]

On 5/12/2024 at 5:24 PM, smashradio said:

It varies. Since it's the weekend, there are fewer staff members available to handle tickets. You shouldn't expect a response from a business during the weekend.

Typically, response times range from 24 to 72 hours for most users. If your issue is complex, it may require the support team to consult with relevant departments before they can provide you with a solution. If you're a Seller Plus member, you'll experience shorter wait times. Pro sellers receive even faster service.

 

On 5/12/2024 at 5:42 PM, webcut said:

It depends. I usually get reply within 5-7 hours. But you can wait 24-72 hours. I believe you must get reply within 24 hours. Thank you!

Also, this is the response time for Seller Plus but it is typically longer for everyone else. 

[qubemotion]

4 minutes ago, rabihumakhan said:

I'm sorry to learn that. 

If you have delivered the initial order on time and it's now in the revision phase, don't worry. It won't count as 'late'.  

I haven't check that yet, all I know funds are being cleared. I onece had a late order so I am trying to prevent it again, specially this order since we were both satisfied 

[rabihumakhan]

If funds for that order are 'being cleared' then it means you have delivered the order and it is approved/auto approved. 

Can you see an 'active' order from your dashboard menu? If yes, see if that's the order we are discussing about? If no, then you've delivered it. Booyah!

[qubemotion]

3 minutes ago, Kesha said:

 

Also, this is the response time for Seller Plus but it is typically longer for everyone else. 

How long should it be for non seller plus users if not 72 hours? 

[rabihumakhan]

Just now, qubemotion said:

How long should it be for non seller plus users if not 72 hours? 

I'm not sure but much before eternity, at least. 

 

[rabihumakhan]

1 minute ago, smashradio said:

 

Do you want sellers and buyers to leave the platform? Because I would if I had to wait for five days for a response to a simple question. This indicates that the support team is severely understaffed, probably just as overworked, and it will affect the bottom line. As an investor, I can only repeat myself: 

True. Agility is one of the important aspects of success and letting your clients/freelancers feel they're given respect and are being heard. 

 

[qubemotion]

4 minutes ago, smashradio said:

This indicates that the support team is severely understaffed

Funny thing this situation got even worse after AI innovation, it's not only fiverr to be fair and I had this very experience with Amazon VPS and Microsoft VDS, all thanks to AI and laying off staff. I hope fiverr didn't lay off support staff and only if thy did that I can see why this has happened.