It’s the notification that every seller on Fiverr dreads: “Your order has been canceled”. We understand that working hard on an order only to not be compensated in the end can be frustrating. And, while our Customer Support strives to mediate between buyers and sellers, sometimes, despite our best efforts, canceling the order is unavoidable. What we want to make sure is known, however, is that not every cancellation request is granted to the buyer. Each one is carefully reviewed to ensure fairness for all parties involved.
So what does Customer Support consider when reviewing a cancellation request?
- Did the seller deliver what was promised? CS will review the conversations between buyer and seller to learn what was agreed upon for the order. Based on the discussion, if the delivery is incomplete, the order may be eligible for cancellation.
- Was the work accurate? If the delivery has major errors that are inexcusable to the buyer, cancellation may be considered.
- Was there adequate communication with the buyer? CS also evaluates if you maintained sufficient communication with the buyer throughout the process. This is especially important in cases where there are any amendments to the original expectations such as scope or deadline.
When CS won’t cancel
Since freelancers invest time and energy into their work, we will not cancel an order based only on personal taste. In other words, a buyer not liking an order is not enough grounds for cancellations. For example, if a logo designer delivers a logo that meets all the requirements yet the buyer doesn’t like the colors or shapes, the order may not be canceled.
How to avoid a cancellation
The best way to protect yourself from cancellations is to ensure you and your buyer are on the same page about what is expected, and that you deliver within the guidelines discussed. It’s best not to proceed with an order until you have the order requirements, as skipping this may make it difficult for CS to measure the delivery against what was agreed upon if you encounter a cancelation request.
Additionally, we suggest always sending a recap to buyers of exactly what will be included in the order. Be as clear and specific as possible, especially with details that can be open to interpretation. If anything is unclear, don’t be afraid to ask clarifying questions.
Finally, before closing out an order, check in with the buyer that they are satisfied with the results. Remind them that you’re available for any further revisions or assistance. Some buyers don’t always feel comfortable expressing their dissatisfaction, so being proactive and letting them know you're open to feedback can go a long way in preventing cancellations.
Protecting your work after a cancellation
Per our Terms of Service, buyers do not retain the right to use the work delivered in a canceled order. If you notice a buyer using your canceled work, we encourage you to notify Customer Support. In addition, if they’re using the work on a third-party website, you can file a Digital Millennium Copyright Act (DMCA) complaint.
Here at Fiverr, we are committed to ensuring that both our buyers and sellers are satisfied and protected. That is why our CS team works diligently to review each cancellation request on a case-by-case basis. If you believe an order has been wrongfully canceled after you completed all the work, please feel free to contact CS and we will be happy to reevaluate your case.
