Creating a positive buying experience for your customers is crucial to your success on the platform. Unfortunately, there are times when situations beyond your control may arise and negatively impact the order. In these situations, it is important to maintain excellent communication in order to mitigate the issue and avoid any negative impacts on your account. Here are some common scenarios of what can go wrong during the order and some tips on how to communicate well while navigating them:
Situation: The buyer is unresponsive or has not filled out the order requirements
Solution: We understand that gathering all necessary information from your buyer is essential in delivering a great product. If, for any reason, you find yourself waiting for more information from your buyer, begin by reaching out with a friendly reminder that you can’t move forward until they respond. Try again after 24 hours, and then a third time via the inbox.
If the buyer remains unresponsive after the third attempt, you can request to extend the deadline or, in the worst case scenario, you can also cancel the order. If you decide to cancel, make sure that you reach out to Customer Support to see if the canceled order can be removed from your metrics.
Situation: The order is tracking to be delivered late
Solution: Various reasons may prevent you from meeting your original deadline. If you are running late, it’s best to request an extension to avoid negative impacts to your account. Put in the request as soon as you know you may be late. Always maintain professionalism and express your apologies to the buyer when communicating with them about the delay.
Put yourself in the buyer’s shoes: if you paid for an item and expected it to arrive on a certain date but it got delayed, you would appreciate prompt and polite updates. Anything less could lead you to frustration and an overall poor buying experience. Treat your buyers with this in mind. Also, if you frequently need to extend delivery times, consider increasing the turnaround time on your gig to stop the recurring issues.
Situation: There’s a disagreement between you and the buyer
Solution: Occasionally, you may run into a situation where you and the buyer cannot reach an agreement. In this scenario, try your hardest to resolve the issue between the two of you. Be reasonable and sensible to their concerns while politely reminding them of the initial scope and all the work you’ve done thus far. If they remain unhappy, consider offering a partial refund or a mutual cancellation through the Resolution Center.
If there are issues while you and your buyer try to resolve your disputes, our Customer Support team is here to help mediate. Just be sure to familiarize yourself with our refund policy when escalating the situation to CS. Your Success Manager is also a great resource to help you navigate cancellations and disputes.
While freelancing, unforeseen challenges are bound to arise, even for the most talented and seasoned Fiverr professionals. Handling these situations with professionalism and effective communication is key to fostering a positive buying experience for your customers and protecting your metrics.
