buyer wants to cancel order shortly after placing the order

[moneyplanguy]

How do I handle this since I believe it counts against me as a seller?

I asked the buyer why he wants to cancel and he offered a reason which I immediately addressed.  All further communication he simply states he wants to cancel with no other reasons given.

 

What do I do?

[nikitakakade24]

1 minute ago, moneyplanguy said:

How do I handle this since I believe it counts against me as a seller?

I asked the buyer why he wants to cancel and he offered a reason which I immediately addressed.  All further communication he simply states he wants to cancel with no other reasons given.

 

What do I do?

If buyer is not willing to continue working with you, and you haven’t submitted any files on order page, you can reach out to fiverr CS. They might help you to cancel the order without affecting your order completion rate by looking at your conversations with the buyer. 

[priyank_mod]

3 minutes ago, nikitakakade24 said:

If buyer is not willing to continue working with you, and you haven’t submitted any files on order page, you can reach out to fiverr CS. They might help you to cancel the order without affecting your order completion rate by looking at your conversations with the buyer. 

No, support does not help with order cancellation anymore. (this used to be the norm till 2023)

We need to send the cancellation request to the buyer and cancel it. They might fix the order completion rate later if the reason for cancellation was genuine. 

[moneyplanguy]

20 minutes ago, priyank_mod said:

No, support does not help with order cancellation anymore. (this used to be the norm till 2023)

We need to send the cancellation request to the buyer and cancel it. They might fix the order completion rate later if the reason for cancellation was genuine. 

so should I accept the cancellation request or decline it?  or something else?

[priyank_mod]

2 minutes ago, moneyplanguy said:

so should I accept the cancellation request or decline it?  or something else?

Yes, it will be ideal to accept it and be done with it.

However, in future, it would be better if you send the request and the buyer accepts it. Somehow system finds it more punishing towards the sellers, if buyer sends the cancellation request. 

[moneyplanguy]

34 minutes ago, priyank_mod said:

Yes, it will be ideal to accept it and be done with it.

However, in future, it would be better if you send the request and the buyer accepts it. Somehow system finds it more punishing towards the sellers, if buyer sends the cancellation request. 

how could I have sent the request to the buyer if he initiated the cancellation request on his own without expressing any issues ahead of time?

 

so by accepting this cancellation it hurts my completion rate even though I did nothing wrong and the buyer backed out after an order?

[priyank_mod]

26 minutes ago, moneyplanguy said:

how could I have sent the request to the buyer if he initiated the cancellation request on his own without expressing any issues ahead of time?

In the resolution center, seller also has the option of sending the request. But since your buyer has already sent it, it would be better to accept it. If you reject a request and send your own request or buyer sends it again, it would hurt your gig more on "conflict-free order" metric. 

 

29 minutes ago, moneyplanguy said:

so by accepting this cancellation it hurts my completion rate even though I did nothing wrong and the buyer backed out after an order?

You can request support to fix your completion rate, and honestly, this metric is not so relevant anymore. 

A cancellation will hurt your gig irrevocably for the next 24 months, irrespective of the reason.  

[moneyplanguy]

12 minutes ago, priyank_mod said:

In the resolution center, seller also has the option of sending the request. But since your buyer has already sent it, it would be better to accept it. If you reject a request and send your own request or buyer sends it again, it would hurt your gig more on "conflict-free order" metric. 

 

You can request support to fix your completion rate, and honestly, this metric is not so relevant anymore. 

A cancellation will hurt your gig irrevocably for the next 24 months, irrespective of the reason.  

Ok.  The system seems very biased against sellers in situations like this, which is disappointing since there was no way for me to avoid it.  Thanks very much for your replies

[nikitakakade24]

On 1/6/2025 at 10:40 PM, priyank_mod said:

No, support does not help with order cancellation anymore. (this used to be the norm till 2023)

We need to send the cancellation request to the buyer and cancel it. They might fix the order completion rate later if the reason for cancellation was genuine. 

Thanks for letting me know. I wasn’t aware of this.