sunboatrecords

It's because of negative private feedback in conjunction with your visible stats. Here are some useful posts to study:

Check out this incredible post as well: Good luck!

We discussed this issue very recently! Here's my comment: https://community.fiverr.com/forums/topic/288660-gig-derank/#comment-1823005

The only advice that I can offer you is to increase your prices. I suppose this happened to your $5 gig. I understand your eagerness to excel in Fiverr, but please, protect yourself. Since you have just begun building your profile, maybe it is best to cancel. You will recover in 60 days. The public reviews will be forever. I wish you the best of luck 🙂

He probably meant the visible metrics that you see on your dashboard! Public rating, order completion etc.

Here is the post, see @frank_d 's response on page 2!

You are correct. We must not allow ourselves to be exploited through that. First, we need to try to reason with the client. But not in a chatty way. If they blackmail you, get up from that chair, cool down. Then, return when you are calm and respond with a single well-worded message. If that fails, involve customer support. And if that fails as well, we offer the cancellation. And let me underline something. Cancellations have a private survey too. I am not sure how it impacts us. I am a seller like you. @carrieblogger has some good videos about customer service and cancellations on YouTube.

In my view, cancelling the order is the way to go. Explore the possibility of cancelling through customer support so that it doesn't hurt your stats. Even if it is already cancelled at this time, write to them and explain that the buyer did not understand what he was ordering (if that was really the case). Your profile is in its very beginning, you have 3 public reviews. If the client is not satisfied, pushing him to complete the order is bad. He may hurt your profile for life. Imagine what your average will be if he leaves a negative review. Let alone that he has 2 private reviews to fill. You will recover from the cancellation in 60 days yet, the bad review will stay there forever. Good luck!