Urgent Help Needed: Order Cancellation and Refund Issue

[fatimazahra631]

Hello Fiverr Community,

I am reaching out for help regarding a serious issue I’m experiencing with a recent order cancellation and refund. Despite multiple attempts to resolve this through Fiverr support, I continue to receive irrelevant responses about the Order Completion Rate (OCR) and the new Level System, which are not related to my issue.

Order Details:

• Order Number: #FO3C71CE8041
• Order Date: July 04, 2024
• Completion Date: July 13, 2024
• Refund Date: July 31, 2024

Issue Summary:

1. I completed and delivered the order on time.
2. The client did not raise any issues upon delivery.
3. The order was marked as completed.
4. Twenty days later, I received an email stating that the order was canceled, and the payment was refunded to the client without my knowledge or permission, even though I delivered the order 48 hours after sending the file to the client for review.

Despite providing all necessary details and screenshots to support, I keep receiving automated responses that do not address my specific concern. This situation is impacting my ability to trust the platform and manage my business effectively.

I am requesting urgent help from the community or any moderators who can escalate this matter to a higher level of support. I need a detailed explanation for the cancellation and refund, and I kindly request the reinstatement of my payment for the completed order.

Thank you for your assistance.

Best regards,
Fatima Zahra
 

 

 

 

 

[Lena]

Hey there @fatimazahra631 

Your ticket #11953578 is open and someone from Customer Support will soon reach out to you. 

51 minutes ago, fatimazahra631 said:

I am requesting urgent help from the community or any moderators who can escalate this matter to a higher level of support. I need a detailed explanation for the cancellation and refund, and I kindly request the reinstatement of my payment for the completed order.

Please know that we here on the Forum are not able to provide answers to all Fiverr account-specific questions. Only Customer Support can do that. We kindly ask you to be patient as we are currently experiencing a high volume of inquiries. Please refrain from opening additional tickets as it will be difficult to keep up with multiple requests.

Thank you for your understanding and patience. 

[fatimazahra631]

Dear Fiverr Support Team,

Thank you for your response and for acknowledging my ticket #11953578. I understand that the forum cannot provide answers to account-specific questions, and I appreciate your efforts during this busy period.

However, the reason I posted here is because I have sent my query multiple times to Fiverr support. Each time, I received an AI-generated reply about the Order Completion Rate (OCR), which is not related to my issue. Despite replying and clearly stating that OCR is not my concern, my query was marked as solved without actually addressing the problem. This is why I posted here—to seek help in getting my issue properly resolved.

I will patiently await further communication from the Customer Support team regarding the resolution of my issue. If any additional information or clarification is needed from my side, please do not hesitate to reach out.

Thank you for your assistance and understanding.

Best regards,

Fatima Zahra
@fatimazahra631