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Does Mutual Cancellation effect Orders Completed Rate?


shan404

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A few days ago, A buyer ordered 10 Gigs. Looking at the quantity it made me happy; but when I went in the order page I see that the Buyer didn’t provide me any information regarding the order. So I asked him to give me info/details about the work so I can complete it.

It’s a 3 day Gig, so after waiting more than 12 hours without any reply from the buyer I used the Resolution Center to ask the buyer about mutual cancellation.
Within a few hours buyer accepted the mutual cancellation.

But now my Orders Cancelled ratio is 6% and Orders Completed ratio is 94%. Mutual Cancellation shouldn’t have effected my orders cancelled rate right?

What can I do to make it right? I heard the ratio affects your gigs seo in fiverr.

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A few days ago, A buyer ordered 10 Gigs. Looking at the quantity it made me happy; but when I went in the order page I see that the Buyer didn’t provide me any information regarding the order. So I asked him to give me info/details about the work so I can complete it.

It’s a 3 day Gig, so after waiting more than 12 hours without any reply from the buyer I used the Resolution Center to ask the buyer about mutual cancellation.

Within a few hours buyer accepted the mutual cancellation.

But now my Orders Cancelled ratio is 6% and Orders Completed ratio is 94%. Mutual Cancellation shouldn’t have effected my orders cancelled rate right?

What can I do to make it right? I heard the ratio affects your gigs seo in fiverr.

But now my Orders Cancelled ratio is 6% and Orders Completed ratio is 94%. Mutual Cancellation shouldn’t have effected my orders cancelled rate right?

That is odd indeed. Mutual Cancellation SHOULD NOT affect cancellation.

Are you sure you have told the us everything on how things happened?

You can contact Customer Support regarding this, and ask them why the MC had an affect on your Cancellation rate.

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But now my Orders Cancelled ratio is 6% and Orders Completed ratio is 94%. Mutual Cancellation shouldn’t have effected my orders cancelled rate right?

That is odd indeed. Mutual Cancellation SHOULD NOT affect cancellation.

Are you sure you have told the us everything on how things happened?

You can contact Customer Support regarding this, and ask them why the MC had an affect on your Cancellation rate.

Thank you for your kind reply.

Here’s screenshots

order-completed-rate.jpg.e70fc8e1c0978da5839c66e3e7f64cee.jpg

analytics.jpg.ea37b68b4b79df23430f26c75436a6e3.jpg
order-page.thumb.jpg.facb6b42fd478ea37bd79df41d8c7b98.jpg
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@shan404

Everything looks normal to me. Have you contacted CS about this?

Also, is this the only Mutual Cancellation or any other type of cancellation you have performed? Or have you performed MORE cancellation within the last few months?

If you haven’t already, I would recommend creating a ticket with CS and include all these screenshots. Mention that the cancellation was mutual and it was initiated because Buyer failed to provide adequate information.

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yikes^^ well if mutual cancellations are effecting us now, make sure to make at least one of your gig requirements have a mandatory answer, so if they don’t submit any gig requirements, the order can just sit there infinitely until the buyer takes action to either fully submit the order with the requirements, or just leave it there since it doesn’t have any effect on the seller.

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yikes^^ well if mutual cancellations are effecting us now, make sure to make at least one of your gig requirements have a mandatory answer, so if they don’t submit any gig requirements, the order can just sit there infinitely until the buyer takes action to either fully submit the order with the requirements, or just leave it there since it doesn’t have any effect on the seller.

@angelwish @leahemme

No, those are general warning statements written for the “Cancellation” part only.

I have performed several Mutual Cancellations on my “Best Seller”, I have not seen it take any hit.

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@angelwish @leahemme

No, those are general warning statements written for the “Cancellation” part only.

I have performed several Mutual Cancellations on my “Best Seller”, I have not seen it take any hit.

in the screenshot, why would that warning be there if it’s the mutual cancellation page? is that for only if the buyer fails to accept it and it later automatically cancels as a ‘forced cancellation’?

i’ve never initiated a mutual cancellation, just accepted them, so I’m assuming the screenshot they posted was from when they requested mutual cancellation.

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in the screenshot, why would that warning be there if it’s the mutual cancellation page? is that for only if the buyer fails to accept it and it later automatically cancels as a ‘forced cancellation’?

i’ve never initiated a mutual cancellation, just accepted them, so I’m assuming the screenshot they posted was from when they requested mutual cancellation.

is that for only if the buyer fails to accept it and it later automatically cancels as a ‘forced cancellation’?

Correct.

The “Cancellation” portion is applied universal for any cancellation, hence it is always displayed.

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Hi Everyone,
I contacted with CS;
They confirmed that Mutual Cancellation didn’t affect my Orders Completed Rate.

The answer @angelwish provided is general warning, if the cancellation is mutual then it doesn’t affect cancellation ratio.

@djgodknows
The problem was with one of my completed order.
The order was mark as complete, buyer gave me rating & tip as well and the fund was its way to be cleared (14 day clearance); he is one of my recurring buyer. Never have any problem with him.

For some reason there was some issue with his payment vendor;
And after 4 days of delivering the order it got cancelled for this reason.
I didn’t get any payment & it affected my ratio with negativity.

The CS team is very good. They found out about this & tried their best to solve this. But after a day they told me there is nothing they can do about this (the payment as well as the ratio).

They apologized and said if there is any way to solve this they would have cause if I didn’t get paid they wouldn’t also.

I asked them to try finding solution to this kind of situation.

In the end I am the one who is at total loss; not only I have a bad ratio now but also didn’t get paid for my work.

Thank you all for your kind replies.

With Best Wishes
Shan

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  • 2 weeks later...

Hi buddies just a moment ago I contacted fiverr support team with the following message.

Hope you people are having great time. I am facing an issue with my orders completed ratio. I just saw that my orders completed ratio suddenly fall down to 85% which is incorrect only 3 orders are cancelled in my fiverr history and according to analytics the cancellation ratio is just 2% so the orders completed ratio should be 98%. But i see its suddenly fall down to 85% which isn’t correct.

Hi,
Thank you for getting in touch with us. Due to a recent update, the Order Completion Rate you are currently seeing is the correct rate from the last 60 days. The rate also includes all cancellations, and now including mutual cancellations. I understand that this might be a bit of a shock, but please keep in mind that these stats you are seeing on your account is for your internal use only, and no one else sees these ratings. It’s to help you track your account progress on orders and account.
If you have any questions, please let us know.

So Now be careful also with mutual cancellation as it will effect your orders completed ratio.
🙂

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  • 3 months later...
  • 9 months later...

According to Fiverr

"The Order Completion formula is the number of cancellations subtracted from 100% over the last 60 days total of orders, including buyer-initiated, seller-initiated, mutual cancellations and Customer Support.

Note: There has been a recent update to order calculation. Previously, the formula included the lifetime history of orders, whereas with this update, it refreshes every 60 days."

For more information about order completion, please visit here https://sellers.fiverr.com/en/article/all-about-order-completion

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I think this is a good formula. While other freelance platforms are cutting off sellers, this gives new or old sellers a chance to survive and correct themselves if anything goes wrong.

Also Seller level is Evaluated now often so even top rated sellers can’t become arrogant.
Create some awesome gigs, keep your mind cool, give some extra customer support and with some luck anyone can earn here. Cheers 😁

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  • 3 months later...

I have a mutual cancellation yesterday but my cancellation rate is on 100% before cancellation and after my first order cancellation it is decreased on 80%. I have completed 39 orders and this is just one cancellation but I am shocked that it is decreased too much. What can I do now?

0D657853-A4D7-46B5-8AA9-1E196F79CB84.thumb.png.a9f76f505dbc85b56f764b64028f1b81.png
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