Help me how to resolve this? Why Fiverr customer support is buyer biased?

[rabhar]

Hi,

I got a task from a new buyer. He recently joined Fiverr with no reviews or ratings. His requirement was vague and unclear. After several attempts to gather it via chat, I connected with him over a Zoom call.

It’s a data engineering project using Python. I created an offer with detailed requirements and deliverables. Even after delivering the script, he asked me for code execution and explanation. I connected over Zoom again and explained the code for 1 hour.

But during the session, his questions were like, "What is Python? What is Command Prompt? What is a variable? How does import work?"
I said I could explain how each code block works and justify why a certain function or approach was used. 
I’m ready to make logical changes or use different functions or libraries if required, but his intention was to teach him basic Windows concepts, help him code in Python, and teach Python basics.

This was not discussed, and I don’t offer any teaching service.

I politely explained the situation and was ready to even spend another hour explaining the code.

The buyer revealed that it was a university project, and after submitting it, he messaged me again, saying:
"Well, thanks for completing the task on time. Code quality is good, but you haven't completed my requirement."

He then raised a revision request. I accepted and asked for specific feedback on what needed to be revised. His response was:
"Extra skills are needed to do the revision. Train your brain bit more with skills. Rest, I will do the needful modification myself for what is missing in the script."

I tried to clarify, asking again what exactly was missing. His reply was:
"I know you are in denial mode, and I don’t have treatment for that. Enjoy the begged money."

This was extremely unprofessional. I replied politely:
"What do you mean by begged? If you're unsatisfied, please raise a dispute and ask for a refund. Please do let me know the reason for your dissatisfaction, and I'll try to make revisions."

Then he started scolding me and the Fiverr platform, and I stopped texting.

I reported this to Fiverr customer support, as he was trying to apply for a refund after project submission, and he might provide bad ratings. How can he use unprofessional words and treat me like a slave?

Here is the response from Fiverr support:
*"Katie again, thanks for reaching back out. I reviewed the conversation with your client, and at this time, no action will be taken against them since they did not directly violate our Terms of Service.

It seems there may be a disagreement regarding the requirements of the order. From your side, you claim that all components have been delivered, but it doesn't seem that the client agrees.

In these cases, we usually recommend trying to reach an agreement with your client. You can ask questions to better understand what they believe to be missing. It may also help to outline to them what has been delivered and how it is in line with the order requirements.

If you are not able to reach an agreement, you may also explore the option of a partial refund. Offering partial refunds to your client may help resolve order disputes and improve client experience and satisfaction. To offer a partial refund, you can use the Resolution Center.

I know these situations are difficult, but I'm sure that, with communication, you will be able to resolve this with your client."*

I could not understand how his words don’t violate the terms of service.
So, can I also use such terms with buyers?

What is there to revise or deliver in the task? He doesn’t seem to state his problem itself, even after multiple requests.

I’ve worked on the task and spent my time and energy. Why do I need to accept a partial refund?

Fiverr customer support is completely buyer-biased. We have to show them how their platform functions without sellers.

[thejamuhh]

Sometimes I wonder if the support team is actually reading the disputes or the emails they receive. I always see that "Fiverr's customer support is very busy AT THE MOMENT," but "at the moment" seems to be always.

This raises some questions for me:

1. Why do so many people need support? Is stuff not working properly?
2. Are there too many new tickets being created, or are there long conversations with tickets that don't get resolved effectively for some reason?
3. Why do people need to ask for updates from Fiverr customer support? (I've experienced this myself.)
4. With so many new users joining Fiverr, is customer support ready to handle the volume? (Especially with users who are non-English speakers or not fluent in English.)
5. Are Fiverr’s processes optimized enough? Why not have different contact options? Not necessarily calling or emailing, but different contact points for specific departments. This way, we wouldn’t have to wait for an email to be forwarded to “the right department.”
6. Is customer support capable of dedicating enough time to each ticket? It seems that, with all the misunderstandings and misreadings, there's too much time pressure on support agents, leading to things being overlooked.

Growth is good for a platform, but to me, it seems like Fiverr’s customer support is losing control of the ticket volume.

My design, marketing, and strategy instincts are bursting to dive in and implement fixes for these issues!