As a freelancer, there are few things more frustrating than pouring your efforts and passion into an order, only to have it be cancelled at the end. Not only is it a huge waste of your time, but it also means missing out on money you might’ve been counting on, watching your metrics take a hit, and potentially racking up a dreaded negative review on your profile. It’s truly a Fiverr freelancer’s dread.
It’s true that some cancellations are inevitable, but many of them can be avoided with one key move: better communication before the order even begins.
Pre-order communication isn’t just about closing the sale
When freelancers think about pre-order communication, they often approach it as just a chance to seal the deal on an order. While it's important to impress your client and showcase why you may be the best fit for the job, it's even more crucial to use this time to figure out if the sale is worth pursuing in the first place.
Although you may be excited to have someone interested in working with you, take a moment to really understand your client’s needs so you can decide if their requests align with your skills, availability, and working style.
Set the tone with intentional conversation
When done right, having a conversation with your client before the order can really set the tone for a smooth ordering experience and reduce the chances of a frustrated client, or even worse, a canceled order. Be sure to ask the right questions beforehand to uncover anything that could become a problem down the road. If there are any deal breakers, now is the time to bring them up.
Once you get to chatting with your client, if something doesn’t feel quite right, like maybe their vision is unclear, their timeline is unrealistic, or the project scope feels off, don’t just brush past your concerns. Either address it so you guys can get on the same page, or if that’s not possible, feel free to politely decline.
What if the client orders without contacting you first?
It’s not uncommon for clients to place an order before even reaching out to you, especially if you don’t have the Request to order feature turned on. Even in those cases, it’s not too late to take control of the situation and still initiate a conversation. Before you begin working, send a quick message like:
“Hey! Thanks so much for placing this order. I’m so excited to work with you. Before I get started, let’s align on a few key details to make sure we’re on the same page.”
From there, ask any lingering questions and get clear on the project. If anything feels off, bring it up or even initiate a mutual cancellation if needed. Deciding to cancel this early can help protect your metrics and avoid future headaches.
Always send a recap message
Once you’ve gathered all the necessary information and confirmed that you’re both aligned, send a recap message that outlines:
This kind of clear communication isn’t just helpful for the client, it also helps protect you. If the client later requests a cancellation, when Customer Support reviews the order, your recap can provide evidence that you explained their agreement and fulfilled your part of it.
Know when to say no
Saying no to an order can be tough, especially if you’re worried about your cancellation rate. But taking on a project that’s a bad fit can hurt even more in the long run. Not only can it lead to a cancellation anyway, but it may also affect your Success Score and both public and private ratings.
So, trust your gut. If a project doesn’t feel right, it’s okay to pass.
In closing, if you want to reduce cancellations, it’s helpful to take some proactive steps even before the order begins. Communicate clearly, ask the right questions, and don’t shy away from walking away if it’s not a good match. A simple conversation at the start could save you hours of stress later.
