Buyer's Guide: Preventing and Navigating Common Buyer Challenges

[Kesha]

Choosing Fiverr for your next project can be a rewarding experience that unlocks incredible possibilities for your projects and all your business needs. But, as with any purchase, you may occasionally encounter hiccups with freelancers on our platform. Here are some of the most common issues you may encounter as a buyer, and some tips on navigating them smoothly. 

Unsatisfied with the final delivery- After your freelancer delivers your project, you have three days to review it before it’s auto-completed. If it is not what you expected, reject the delivery and submit feedback for revisions. To avoid the order closing out prematurely, you must submit any revision request formally through the system instead of through messages. 

If the revisions submitted still don’t resolve your dissatisfaction and you want to cancel, you can use the Resolution Center to request the cancellation. If your seller does not agree to cancel, you can always reach out to Customer Support to mediate. For an understanding of how cancellation requests are handled by our CS team, visit here.

Seller refuses more revisions- Revisions may vary based on the seller and their package. Some offer unlimited revisions, while others only offer a set amount. In either case, it’s important to submit your revision request before the order is closed out since sellers are not required to make revisions on completed orders. 

Confirm whether your request constitutes a revision if the seller refuses certain changes. For example, asking a seller to correct a mistake they made should not be considered a revision - because in the order process, you explained those requirements, and the seller should be willing to make the edits. 

Keep in mind, however, if the order isn’t to your requirements then it should be qualified for a revision, however, adding entirely new tasks that weren’t previously discussed could be seen as a “change of concept” and is not typically covered in standard revisions. If you and your seller can’t agree on whether your request should be honored, contact Customer Support for assistance. 

Seller lacks required skills- Occasionally freelancers may unknowingly accept orders beyond their capabilities. Make sure before you place you order that you properly vet them by reviewing their profiles, portfolios, and reviews, and engaging in preorder communication. 

If you find they don't have the required skills after you’ve already placed the order, you can initiate a cancellation request through the Resolution Center or contact Customer Support. Provide CS with as much information as possible to help them understand the nature of your project and the seller’s limitations. Include any relevant screenshots and documentation as necessary.

Late project delivery- A seller missing the promised deadline can be frustrating especially if your project is time-sensitive. If this happens to you during an order, consider if it’s better to wait or cancel the project order. However, keep in mind that canceling will mean you may have to start over with a new freelancer which may delay your project even further.

If you decide to stick with the freelancer, keep an open line of communication and ask them to set a timeline on when you can realistically expect the delivery. In cases of unresponsiveness or repeated delays, Customer Support will be happy to step in and reach out to the buyer or cancel the order.

Unexpected charges- Occasionally, additional charges can pop up during a project. For example, hiring a freelancer to build a website may also come with fees for themes, plugins, and hosting. While it is best practice for the seller to inform you about potential added costs upfront, it’s also smart to do your own research to understand what extra costs may come with your project. This will help you budget more effectively and keep you from being caught off guard if a charge is added. 

Seller provides unoriginal work- It is against our Terms of Service for sellers to deliver plagiarized or recycled work. If you happen to encounter this issue, we encourage you to report it to Customer Support. Further, some sellers on the platform may use AI to assist with their projects. While we do not currently have any policies against AI use, if you prefer your seller doesn’t use it, please state this expectation at the start of your project. If you notice your seller has deviated from the agreed-upon scope, the order may be eligible for cancellation.

Though you may encounter some minor issues while buying on Fiverr there are certainly ways that you can be proactive in ensuring your experience is as smooth as possible. We encourage you to set clear expectations, communicate openly with your freelancer, and do your own research as these things can go a long way in helping you avoid and navigate some of these common buyer challenges. And of course, when all else fails, our dedicated Customer Support team is always happy to assist you along the way. For help from a CS representative, you can email support@fiverr.com or open a ticket here.
 

[navid_zafar]

It seems like this post unintentionally encourages buyers to request frequent revisions and consider cancellations more readily.

[katakatica]

4 hours ago, navid_zafar said:

It seems like this post unintentionally encourages buyers to request frequent revisions and consider cancellations more readily.

I'm a little concerned as well. I understand where each point comes from, but in the wrong hands it can lead into issues. 

I think the definition of a revision is a little messy here, especially because it doesn't feel like the text defines it.

You say a revision is only according to the requirements that were submitted, but it's NOT correcting a mistake / etc.

14 hours ago, Kesha said:

Confirm whether your request constitutes a revision if the seller refuses certain changes. For example, asking a seller to correct a mistake they made should not be considered a revision - because in the order process, you explained those requirements, and the seller should be willing to make the edits. 

 

I would still say that's a revision - because revisions are modifications ACCORDING to the scope of the order. 

So, for example, if someone orders a logo both in black and white AND in grey for some reason (and pays for both AND explains what they want) but if the seller only sends one, that's a revision (well, technically an incomplete delivery, but still something that likely can be solved very easily. Some sellers might not count this as an active revision (and apologise for sending only one file, etc.) but I'd argue that this is exactly why the feature exists - to iron out any issues (or inconsistencies, etc.) according to what was requested. 

(obviously, if I make a typo I'll correct it for free and not count it as a revision. But it still should be in the system, etc.)

If, however, as you mentioned here:

14 hours ago, Kesha said:

Keep in mind, however, if the order isn’t to your requirements then it should be qualified for a revision, however, adding entirely new tasks that weren’t previously discussed could be seen as a “change of concept” and is not typically covered in standard revisions. If you and your seller can’t agree on whether your request should be honored, contact Customer Support for assistance. 

 

That is NOT a revision (as you say as well), but contacting CS feels a bit weird because CS might take the buyer's side. I think if someone wanted a - as you've said as well - change of concept, went to CS, and CS HAPPENED to side with them (e.g. asked the seller to do as they are told anyway) or cancelled the order, that would be very unfair. 

While I know this isn't what you wrote above, it could easily be read as that. 

For example, if someone pays for one version of a logo and says they love them but they want another one - the seller should get paid for both. That's not a request that can be 'honoured' in a fair way if that makes sense. 

14 hours ago, Kesha said:

Seller lacks required skills- Occasionally freelancers may unknowingly accept orders beyond their capabilities. Make sure before you place you order that you properly vet them by reviewing their profiles, portfolios, and reviews, and engaging in preorder communication. 

 

I would add here (though I know that this might not seem so kind to buyers) that MANY buyers also purchase the wrong things. Just recently I've had three cases - some where the translation to the buyer's language was apparently wrong (of the package), and some other cases. It's so important to understand what you're purchasing - and ASKING about it is perfectly fine. 

However, some also go with the cheaper packages because they think that's fine - which then likely leads to some of the points above.

Good communication from both sides are really important. 

 

- 

To wrap up this small rant: I think the article works as is! But it's important to define some things a bit more precisely in some cases (e.g. out-of-scope revision requests are out-of-scope and should be treated as extras, etc.) 

[Kesha]

On 11/1/2024 at 12:08 AM, navid_zafar said:

It seems like this post unintentionally encourages buyers to request frequent revisions and consider cancellations more readily.

Hi! That’s definitely not the goal, and I apologize if it seems that way.

These are common concerns that buyers often face without knowing how to handle them. This post is simply meant to empower them and guide them on how to navigate these difficult situations.

[Kesha]

Hi @katakatica! I always appreciate your additional insights, especially on these more nuanced topics.

On 11/1/2024 at 5:17 AM, katakatica said:

I would still say that's a revision - because revisions are modifications ACCORDING to the scope of the order. 

So, for example, if someone orders a logo both in black and white AND in grey for some reason (and pays for both AND explains what they want) but if the seller only sends one, that's a revision (well, technically an incomplete delivery, but still something that likely can be solved very easily. Some sellers might not count this as an active revision (and apologise for sending only one file, etc.) but I'd argue that this is exactly why the feature exists - to iron out any issues (or inconsistencies, etc.) according to what was requested. 

(obviously, if I make a typo I'll correct it for free and not count it as a revision. But it still should be in the system, etc.)

Yes! It should be counted in the system. Sellers should be careful, however, to not consider it a revision and dock from their revision allotments as you mentioned. A buyer shouldn't have to use the revisions they paid for on a mistake a seller made. 

On 11/1/2024 at 5:17 AM, katakatica said:

That is NOT a revision (as you say as well), but contacting CS feels a bit weird because CS might take the buyer's side. I think if someone wanted a - as you've said as well - change of concept, went to CS, and CS HAPPENED to side with them (e.g. asked the seller to do as they are told anyway) or cancelled the order, that would be very unfair. 

While I know this isn't what you wrote above, it could easily be read as that. 

For example, if someone pays for one version of a logo and says they love them but they want another one - the seller should get paid for both. That's not a request that can be 'honoured' in a fair way if that makes sense. 

Absolutely! When determining whether a "revision request" is a change in concept or an actual revision, Customer Support will always refer to the conversation and order requirements to understand the original scope. Additionally, an order typically isn’t eligible for cancellation due to personal preference. So, in your example of a buyer liking the logo but wanting another one, the seller wouldn’t need to provide a second logo as long as the first one met the original requirements.

 

On 11/1/2024 at 5:17 AM, katakatica said:

I would add here (though I know that this might not seem so kind to buyers) that MANY buyers also purchase the wrong things. Just recently I've had three cases - some where the translation to the buyer's language was apparently wrong (of the package), and some other cases. It's so important to understand what you're purchasing - and ASKING about it is perfectly fine. 

However, some also go with the cheaper packages because they think that's fine - which then likely leads to some of the points above.

Good communication from both sides are really important. 

1000%! Part of the necessary vetting process should include the buyer thoroughly analyzing the seller’s services to ensure they’re the right fit for the project.