I've been a Level 2 seller and worked on Fiverr for four years.
A client recently placed an order for an explainer video. I sent her the designs for approval before starting work on the animations. She promised to inform me after she met with her boss, but she didn't until the day of delivery. As the deadline approached, I asked her several times if she could accept the extension request, but she did not respond. As a result, I included the designs in the delivery and asked her that request revision. By accident, she marked the order as completed. I sent her a message to let her know that the order had been completed. She even stated that she would inform me by tomorrow after consulting with her boss. I promised her that I'd be there for her whenever she needed me and that I'd finish the video. It was something to which she agreed.
After a day, Fiverr Customer Support notified me that my order had been canceled and that I had been charged with a TOS violation for abusing the delivery option.
The issue isn't with the funds returned to the customer; it's with the rating. My order completion rate was eventually reduced to 95%. We work hard to maintain our high ratings, but clients like these ruin everything.
So my question is, was I wrong? I couldn't think of anything else to do. What should we do in this situation?
Thanks,
Momin
PS: HERE IS THE CONVERSATION WITH THE CLIENT