Hi, So I had a client a few weeks back. I was very skeptical about the client from the start of his conversation as he did not provide full details. so I tried to clear the scope of the project as much as possible. and he said yes that's all he needed. I even added the scope of the project in the custom offer and quote like x number of things are included for this much and this and this are included. this this is not included and by accepting the offer the client agrees and if ask more then it'll be extra cost. that kind of stuff.
okay, so the project started and when I delivered, the client immediately removed me from the account and asked for a refund. upon asking he asked for more work which he never even mentioned in our whole conversation. he kept messaging so much and threatening so I told him to give a partial refund which he didn't agree with at that time.
Then I went to Fiverr support and showed every proof and they agreed that the client did ask for a refund after delivering project. so couple of days went by and the project got marked automatically and client left a 1-star rating. and then he messaged me about where is his refund partial refund. i never responded.
Today I got a message from customer support under same ticket in which I complained about client that client asked for a refund and upon reviewing we saw that you guys agreed on partial refund so we suggest that you talk with a client and ask him to order a new offer and we will cancel this order that way you and he will get partial refund. I explained to them how it all started and why I said partial refund and he said no. so I don't want to give a refund now. and that I just saw and he is still using my pages and content on his website. and support just sent a generic message saying that we can't force buyers to accept delivery, talk to them and explain, etc.
Now my question is what should I do?
Can Fiverr cancel that order without asking me?
if I ask him to order again then he can do the same stuff again like refund and leave bad review again. or should I even do that?
Is there like a time limit where a client can get a refund like after the order is marked does client have only 7 days after that can they get or can fiverr still get money from my account?
Kindly share what should I do?
