Order cancelations if the buyer's unresponsive

[lenasemenkova]

I never thought about it but what happens if I request a cancelation (no brief, nothing to work with, 1 day delivery, buyer unresponsive) and the buyer just never responds? 

Apart from having to wait for 48 hours for the auto-cancelation. Is the order considered late within that 48-hour period? Can a buyer then return and leave a review on a canceled order for it being 'late'? 

[donnovan86]

On 11/15/2024 at 11:56 AM, lenasemenkova said:

I never thought about it but what happens if I request a cancelation (no brief, nothing to work with, 1 day delivery, buyer unresponsive) and the buyer just never responds? 

 

I assume the order was started and you have nothing from the buyer, but he did start the order without sharing any meaningful info.

If you request a cancellation, the order will not be late. it will just cancel in 48 hours. However, the only problem here is whether the person will come back in those 48 hours and they deny the cancellation. If the cancellation is denied, the order will be marked as late in a few minutes, an hour, it varies. But yes, it will be marked as late if the person denies it. However, if they don't or if they accept the cancellation or the order gets canceled automatically, it's just a cancellation.

[mrubaid820]

 @lenasemenkova Well, what are your thoughts on requesting a time extension? Additionally, try informing CS and see what they suggest.

 

[lenasemenkova]

Requesting the extension (and then probably refunding the fast delivery extra) would work if the buyer communicated with me in any way. We are still where we started except he rejected my cancelation request. 

CS says that while the order is in dispute, the timer ‘stops’ (except it doesn’t, I’m looking at it running right now) and the order doesn't count as late and can't be reviewed. I need to wait for 48 hours for the cancellation. If the buyer keeps rejecting the request, CS will be 'reaching out to him on my behalf'. Which sounds ominous but hopefully, is effective. So there is that. 

 

[mrubaid820]

You are an experienced seller yourself. I hope everything will go well, and best wishes to you! ☺️

[mandyzines]

On 11/15/2024 at 7:18 AM, lenasemenkova said:

I need to wait for 48 hours for the cancellation. If the buyer keeps rejecting the request, CS will be 'reaching out to him on my behalf'.

How did this work out? I've always been curious as to what would happen in a situation like this. I don't understand how one part of the system can't keep track of things right and another might (even orders we've delivered and are awaiting 'completion' or are in revision will say "late" on our back end, i.e.), and I don't even know how we'd be able to tell if something like this affected our stats a little further down the road.

[mrubaid820]

 

@mandyzines Well, something similar has happened to me once before. I contacted customer support in that situation, who advised me to request a time extension.

This approach can work in cases where we can clearly guide the buyer, explaining that they didn’t provide complete requirements, which is why I need to request a time extension. Additionally, we can mention that 1-day delivery is only possible if the buyer provides complete requirements upfront, all explained in a polite and professional manner.

[mandyzines]

23 minutes ago, mrubaid820 said:

I contacted customer support in that situation, who advised me to request a time extension

That's a different beast, in terms of how it can impact your stats.

23 minutes ago, mrubaid820 said:

explaining that they didn’t provide complete requirements, which is why I need to request a time extension

that can definitely be explained/agreed to in the order requirement form.

25 minutes ago, mrubaid820 said:

1-day delivery is only possible if the buyer provides complete requirements upfront

I've found a few reasons not to provide 1-day deliveries on Fiverr--outwardly, anyway. I have my deliveries set to 3 days and end up doing in in far less most of the time.

[mrubaid820]

12 minutes ago, mandyzines said:

in terms of how it can impact your stats.

To be honest, I also asked whether this would negatively or positively impact my stats or success score. I am attaching their response below as a screenshot. 

 

16 minutes ago, mandyzines said:

few reasons not to provide 1-day deliveries on Fiverr

After that day, I also changed my 1-day delivery to 2 days to avoid similar situations in the future.

[donnovan86]

30 minutes ago, mandyzines said:

I've found a few reasons not to provide 1-day deliveries on Fiverr--outwardly, anyway. I have my deliveries set to 3 days and end up doing in in far less most of the time.

It depends on your niche. For some niches, 3 days is a long time. In my case, when it comes to writing, there's a ton of competition with 24-hour deliveries, and there are people who want stuff even quicker than that sometimes. I do agree that 1-day deliveries can sometimes be a problem with the lack of info, but... in my case, people tend to not start the order at all and they leave it inactive. Eventually either they come back or Fiverr cancels the order on its own. 

Edited November 16, 2024 by donnovan86

[lenasemenkova]

3 hours ago, mandyzines said:

How did this work out?

The buyer accepted the 2nd cancelation request this morning. The order would be technically 10-12 hours late at that point. The timer was all red 00s, I received no emails about a late order. CS told me they'd be taking care of all the negative impact. So all well that ends well, I suppose. 

1 hour ago, mandyzines said:

I've found a few reasons not to provide 1-day deliveries on Fiverr

I changed my mind completely about 24-hour projects in recent years. I used to think the clientele was a bunch of irresponsible people with no time-management skills who would make it all my fault in the end. It was my corporate trauma talking probably. 

Not saying that none of it is present but it’s good quick money. The brief is usually more or less complete. If not, the buyers are usually available for questions. The order gets approved quickly. Everybody’s extra grateful when it’s done. It’s a relief for everyone. The tips are astronomical. 

The only downside is buyers like this one. But it's pretty rare. Once a year kind of rare. It was strange that he declined the cancelation request. Usually, it’s immediately accepted because the buyer needs to find someone else and fast. But well.

Edited November 16, 2024 by lenasemenkova

[mandyzines]

@donnovan86 @mrubaid820 I don't trust that CS knows how the system works; they have cut and paste templates for these inquires. A 24 hour delivery is really a less than 12 hour delivery to Fiverr's system, which tells you to "DELIVER NOWWWWWW" on that hour. I've played around with shorter and longer deliveries on gigs a few times and it didn't seem like the shorter ones brought more business. A lot of times, when I had shorter deliveries, clients wouldn't return for a few days even if I did respond with questions and the orders auto-completed anyway. At lest these days it's becoming more likely for people who need shorter deliveries to message me, and that works out well for the sake of getting all of the instructions and resources I need.

Also, when you do business outside of the discounted space of Fiverr, you kind of have to show why it's discounted in comparison.

1 hour ago, lenasemenkova said:

I received no emails about a late order.

That's a good sign! 

[donnovan86]

50 minutes ago, mandyzines said:

I've played around with shorter and longer deliveries on gigs a few times and it didn't seem like the shorter ones brought more business.

It depends on the niche, as I said. I had a 2-day delivery and cutting that in half did increase my workload and income. It will depend on prices and other factors as well. So it is definitely possible to shorten the delivery time and not only have less serious buyers, but also deal with nutsos that want stuff delivered in an hour. Some people see that 1 day delivery as in... up to a day. Even today I had someone that wanted to order something but they said they wanted it today, in a few hours, even if I deliver in 24. And generally I avoid weekend deadlines for obvious reasons. So yeah, you will bring in more attention from nutsos, and in some cases, that's the only thing you'll get from a shorter delivery time.