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A customer ordered our service, which includes a free introduction call to understand their needs.

The client scheduled a time for the first call, but they did not attend. I waited 15 minutes before marking it as a no-show.

They requested to reschedule, and we booked another time. Unfortunately, they did not attend this second call either.

They requested a third reschedule, which we accommodated. Again, the client failed to show up.

In total, three calls were scheduled but not attended by the customer. Following this, the client informed me they are too busy and requested a cancellation of the order.

If I accept the cancellation, it will count as an order cancellation, impacting my rank negatively.

How can I proceed with cancelling the order without it affecting my rank?

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Posted
36 minutes ago, samcaff said:

If I accept the cancellation, it will count as an order cancellation, impacting my rank negatively.

Is the order placed/delivered? If it's not delivered, they can't leave a review. And also, you can go to customer support to adjust your stats because the order was not canceled due to you, it was due to a no show from the buyer. 

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Posted
10 hours ago, samcaff said:

A customer ordered our service, which includes a free introduction call to understand their needs.

The client scheduled a time for the first call, but they did not attend. I waited 15 minutes before marking it as a no-show.

They requested to reschedule, and we booked another time. Unfortunately, they did not attend this second call either.

They requested a third reschedule, which we accommodated. Again, the client failed to show up.

In total, three calls were scheduled but not attended by the customer. Following this, the client informed me they are too busy and requested a cancellation of the order.

If I accept the cancellation, it will count as an order cancellation, impacting my rank negatively.

How can I proceed with cancelling the order without it affecting my rank?

Hi there, the information @donnovan86 has already provided covers the issue, but I'd just like to add that you can schedule Zoom meetings only, and you can find more info on that subject here. Good luck 🍀

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Posted
11 hours ago, donnovan86 said:

Is the order placed/delivered? If it's not delivered, they can't leave a review.

I had one cancelled order which wasn't delivered. Still client was able to review.

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Posted
2 minutes ago, grayprogrammerz said:

I had one cancelled order which wasn't delivered. Still client was able to review.

Well, maybe it was a bug, I never encountered such a problem. There's no way people can leave a review without you delivering anything, so maybe you delivered something. Otherwise it would be so prone to abuse...

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Posted
8 minutes ago, donnovan86 said:

Well, maybe it was a bug, I never encountered such a problem. There's no way people can leave a review without you delivering anything, so maybe you delivered something. Otherwise it would be so prone to abuse...

I doubled check, didn't deliver anything. It was late according to deadline and found client wanted something else.
So we mutually agreed to cancel. Client cancelled directly, option didn't ask for my approval. After client wrote review.

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Posted (edited)
1 hour ago, grayprogrammerz said:

I doubled check, didn't deliver anything. It was late according to deadline and found client wanted something else.

 Ah, I see. I checked and your order was eligible when it comes to reviews for canceled orders, because the buyer sent a message and you took over 1 day to reply, or in that case, you haven't replied, so he was able to cancel and leave a review. 

image.jpeg.12ded87f2ccd8702d6425808d644418a.jpeg

That's why he was able to cancel and leave a review. So the system worked as intended, it wasn't a bug. If there are multiple messages from the buyer on the order page and there's also no reply from your side to the buyer's message, then they can cancel the order and leave a review.. That's what happened in your case.

 

Edited by donnovan86
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Posted

Early December 2024 I received three orders within 5 minutes from each other, from the same buyer, who also didn't provide the requirements. I sent several messages asking for the requirements, which the buyer never answered. After 7 days I cancelled all 3 orders. Once the order is cancelled the buyer has approx 3 days to provide an answer, which is not a rating feedback, but just a rationale/feedback from their side about the cancellation. If the buyer doesn't reply, then Fiverr cancels the orders and there is no way the buyer can write any rating feedback.

In my case, unfortunately, the same buyer came back again 15 days later and bought another service, which was delivered on time and with quality. The buyer provided a 1 rating and that was extremely damaging and put both my success score and overall rating really low. To make a story short: the buyer was mentally unstable and what I learned from the experience is that the best is not to accept any orders from buyers who are not commited to the service and who already have shown signs of mental health instability. The orders I cancelled didn't impact the rating but the negative rating given with the completed order was extremely detrimental and harmful in relation to the existing algorithmic process. 

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Posted

Contact Fiverr Support with a detailed explanation of the client’s repeated no-shows and request a mutual cancellation. Provide evidence to show the cancellation is due to the client’s actions, not your service.

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