Fiverr's claims about protecting sellers

[edgeworthj]

Fiverr claims in its “You’re Always Protected” section: “Buyers pay once they place an order, and we hold payment until you deliver, so you get paid for your work.”
However, when an unethical buyer kept rejecting my order, despite being delivered as described, Fiverr Customer Support said “We cannot complete the order for you, only your buyer can. If your buyer is not happy with the work delivered we request that you try to reach common ground and come to an understanding.”
So I guess ultimately, payment is voluntary, and sellers aren’t protected at all by Fiverr. Can’t help but feel Fiverr are being misleading here.