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I am a developer who do nearly all kind of development stuff, I was contacted by someone who needed help from me in his college project (he was developing some software), I quoted my price but he said that as he is a student and can't afford that much so please help me out and promised me future business and referrals, so being kind I accepted his request at a price that was way too less or we can say nearly free. But after he accepting offer things changed, he changed his requirement to something which was technically not possible he also started reframing his old sentences and was clearly visible that he is trying to act smart but I was stuck as order is placed and he is not agreeing to cancel it. So I suggested him around 5-6 ways that can be done and will yield nearly same result. To my surprise after that he replied with: "

I can also code this now and now I don't need your help and you cancel this order otherwise I will ask customer service to cancel it and I can even make your account ban forever

". I was shocked, So I also decided to contact customer care and told them that I have clearly mentioned in my offer regarding what he will be getting in that order, and after accepting offer client changed his requirements and also added that after getting help from me he told me that he will do it by himself now, thats totally unfair. Customer care replied with: 

Your order has been marked as cancelled, as you failed to deliver what client wanted and this will impact your metrics. 

I kind of argued with them that it's not my fault it's the client who played smart and got his work for free also told them that I am ready to deliver what I have mentioned in my offer but client already got what he wanted and I also added that I don't need money for this order (as it was not even peanuts for me) but at-least don't allow it to damage my metrics but customer service denied to that also. 


My success score dropped by 1 after few days because of that, now suddenly it dropped again after around 1.5 month, when I reached customer service they again linked this drop with that same order. 



In short -> Client made me create a offer with requirements which can be easily reframed -> once offer is accepted he changed his requirements to where he was actually stuck -> made me tell him alternatives to solve it -> once I told him the alternatives or ways to solve that issue he said now he don't need my help he will do it by himself -> We both reached customer service -> customer service did not acknowledged what's written in offer or what client said to me or other things in our conversation and told me that you failed at your work. 

Issues with customer service and new success score metric

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