Help Needed: Dealing with Unfair Buyer Requests on Fiverr

[doctoruiux]

Hello Fiverr Community and Staff,

I am a seller on Fiverr, and I’m facing a problem that I think many sellers might have too. Some buyers place small orders but later ask for extra work that wasn’t agreed on.

For example, a buyer ordered 3-4 screens, but I ended up creating a whole website and dashboard for them. After that, they wanted even more work. When I refused, they left a bad review, filled out a survey against me, or asked to cancel the order. This is causing my success score to drop, and it’s very frustrating.

Can someone please guide me on how to handle this? I would really appreciate your help.

Thank you!

[priyank_mod]

Nothing can be done in such cases except for enabling "Request to Order", thoroughly vetting the buyers and sending custom offers for the agreed scope of work, cost and timeline. 

Fiverr's system is biased in favour of buyers and cancellations as well as bad ratings are going to hurt our accounts invariably. 

PS For RTO, you will need seller plus premium but that $39 per month cost is better than losing out on seller level, success score and months of business. 

[doctoruiux]

1 hour ago, priyank_mod said:

Nothing can be done in such cases except for enabling "Request to Order", thoroughly vetting the buyers and sending custom offers for the agreed scope of work, cost and timeline. 

Fiverr's system is biased in favour of buyers and cancellations as well as bad ratings are going to hurt our accounts invariably. 

PS For RTO, you will need seller plus premium but that $39 per month cost is better than losing out on seller level, success score and months of business. 

Thank you for your advice! Unfortunately, I’m currently a Level 1 seller, so I can’t access Seller Plus premium at the moment.

 

[doctoruiux]

1 hour ago, priyank_mod said:

Nothing can be done in such cases except for enabling "Request to Order", thoroughly vetting the buyers and sending custom offers for the agreed scope of work, cost and timeline. 

Fiverr's system is biased in favour of buyers and cancellations as well as bad ratings are going to hurt our accounts invariably. 

PS For RTO, you will need seller plus premium but that $39 per month cost is better than losing out on seller level, success score and months of business. 

I really appreciate your suggestions and will definitely implement what I can to better manage these situations. Thanks again for taking the time to help!

[donnovan86]

4 minutes ago, doctoruiux said:

I really appreciate your suggestions and will definitely implement what I can to better manage these situations. Thanks again for taking the time to help!

What you can do if you see that the buyer is unprofessional, rude or he asks for more work before delivering (unpaid work of course).. you can refund. If you refund him before the order is delivered, he won't be able to share a review even if the order was canceled. But once you delivered, he can leave a review. So keep that in mind. Refunding is a good idea because otherwise... you will end up having to work extra and without any payment not knowing how you will be reviewed in the end. And he might even ask for a refund on his side anyway.

Other than that, @priyank_mod was right. Request to Order could be an option. But keep in mind that ALL buyers will have to contact you and many of them will just look for someone else instead of waiting for a reply from you. That does deter some buyers.

[onik_wp]

I faced this problem three days ago too. Then the order had to be canceled.

[donnovan86]

4 minutes ago, gok_marketer said:

Fiverr is a strict platform where you must fully satisfy buyers, even if their requests go beyond what was initially agreed upon.

False. You shouldn't allow others to manipulate you. If you see that the buyer starts manipulating the order so you can get paid less or not at all, take action. Fiverr will take your side if the buyer is manipulative, provided that you didn't do something bad/wrong or against the rules, of course. It's ok to prioritize buyer satisfaction if the buyer respects you. But if you see that your buyer is manipulative or things are not going the way you expect, there's always the option to cancel. And a cancellation is always better than dealing with a bad private and public review, a cancellation and a lot of other bad stuff that comes from an order.  

[gok_marketer]

Fiverr is a strict platform where you must fully satisfy buyers, even if their requests go beyond what was initially agreed upon. My advice to you and other freelancers is to prioritize customer satisfaction, even if it means accommodating requests that fall outside the original scope of work.