No one likes a cancellation. After investing your time and skill into a project, your reasonable expectation is to walk away with a payday, a happy client, and perhaps even some glowing reviews.
Unfortunately, that’s not always the case. Sometimes the client goes ghost, the project turns out to be more complex than you expected, or you and your client just can’t seem to agree on what “done” even means. In those moments, you may find yourself grappling with the question: Should I just cancel and cut my losses?
It’s a tricky decision with no right or wrong answer, so let’s explore.
The stakes of cancelling
Naturally, the most noticeable downside of canceling an order is that you’re missing out on income, and that can be disappointing. Not only that, but clients can sometimes leave reviews on canceled orders. That means a cancellation isn’t always a simple erase-and-forget-it solution. It can impact your profile and how frequently you appear in searches or are recommended.
Even so, there are times when the headache and stress from trying to complete a difficult order isn’t worth it, and canceling is simply the best way to go.
When canceling might be the better option
Cancelling shouldn’t be your first resort in every scenario, but here are some instances where it may be the best option.
- You notice issues before starting the order. If the client places the order and, after chatting with them or reviewing their order requirements, you determine it’s not a good fit, feel free to cancel early on. The same applies when the client delays submitting their requirement questions, and you sense friction or unresponsiveness could be a problem further down the road, too.
- Red flags appear early during the order. Share progress updates and early drafts so you can get a pulse check on how the order is going. If you see early on that your client is pushing back hard, rejecting your extension request, being rude and unprofessional, or making unreasonable demands, it might be time to step away, especially before making any deliveries.
- The order value is low. If an order is giving you more trouble than it’s worth, feel free to cancel.
- Waiting hurts your metrics. If a client goes missing and you keep the order open for an extended period, hoping they’ll respond, your Success Score may be affected. Remember, you’re measured against other freelancers in your subcategory, so even if the order isn’t “late”, taking longer than others to complete an order can still hurt you.
When it’s better to see the order through
There are some cases where you should try your hardest to continue the conversation with your client and try to find a resolution that doesn’t involve you canceling.
- You’ve already made a delivery. Once you make a delivery, it’s in your best interest to do everything possible to ensure the order is fulfilled and provide your customers with the best final product. This is because the client will have the opportunity to leave a private review, which can cause even further damage to your metrics.
- You’re dealing with a high-value order. These types of orders usually require a significant amount of time and energy, so if you’re already heavily invested, it’s often worth continuing to try to make things right.
- You’ve held up your end of the agreement. Always make sure to communicate with your client before starting the order to align on expectations. If a client raises issues post-delivery, yet you know you’ve delivered exactly what was promised, you can use that to defend against a cancellation.
So, how do you weigh your options and make the best decision for you?
Deciding whether to cancel can be challenging, especially since money and metrics are at stake. When deciding, it’s good to know that who’s viewed as “at fault” matters a lot. Cancellations can be classified as either:
- Client’s fault occurs when the client causes the order to drop. Examples include: ordering by mistake, failing to submit requirements on time, becoming unresponsive, or requesting items outside a freelancer’s offerings.
- Freelancer’s fault means the cancellation is on you. Maybe you missed the deadline, delivered an incomplete order, or were unresponsive.
If it’s the client’s fault, you can usually cancel with minimal impact to your metrics. Just keep in mind you might not get paid. If the issues are due to your delay or error, however, it’s in your best interest to try to resolve the situation and avoid cancellation, as this could harm your metrics more.
Still not sure?
Maybe after you’ve weighed everything out, you’re still not ready to cancel, but you still feel stuck. In that case, you can consider offering a partial refund. Alternatively, you can escalate the issue to Customer Support. They’ll review the facts and decide if you upheld your end and made genuine efforts. In some cases, they may even be able to cancel the order while still ensuring you get paid for your work. Just keep in mind that if you initiate a cancellation or agree to a mutual cancellation with your client, the cancelled order will not be eligible for compensation.
Curious what CS considers when deciding which orders will be cancelled? Read all about it here. Deciding to cancel is never an easy decision, and there’s not always a right or wrong answer. When you find yourself stuck, pause and reflect on the potential impacts on your income and metrics, and adjust your approach accordingly.
Remember, canceling orders is an unavoidable part of freelancing on Fiverr, and it doesn’t mean failure. It can be tough, but prioritizing your time and peace is most important. Don't hesitate to cut your losses and focus on the projects that truly resonate with you.
