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Today I was unexpectedly and pleasantly surprised. What happened? Here is my story.

A first-time buyer places an order on August 31st. The buyer wants me to write a user manual for a product that she was selling in the Netherlands. The delivery date is scheduled for September 30th, and the start date for me is September 23rd. The waiting time is long, the buyer has to wait 4 weeks because I cannot start immediately. That was no problem for the buyer. 

The buyer contacts me on September 14th and tells me that they have stopped selling the product. Apparently, there were quite a few problems with the product. The buyer obviously wants to cancel the order, which is understandable. 

Of course, I have no choice but to accept the cancellation. My worst fear was that the gig that now had a score of 9 would drop drastically. I decided to keep an eye on the score. 

The next day I already noticed that the key areas impacting the score were updated. The score remained at 9 (which is good), but “Order cancellations” has been added and is in red with the message “Strong negative impact”. Because I know that the score is adjusted slowly, I have not taken any action yet. 

After 4 days, the score remains at 9, but “Order cancellations” is still “Strong negative impact”. So it was time to contact Customer Support. I created a ticket, explained the story of the cancellation and asked them (because the cancellation was not my fault) to correct the situation. 

I am a Pro Verified seller and also have Seller Plus Premium. I have priority with customer support. I never have to wait long and always get an answer from a real person (no chatbot). This time I got an answer after an hour, and that was very fast. 

They removed my cancelled order from impacting my Order Completion Rate and also told me the following: 

My Order Completion Rate was indeed adjusted, the gig score remained at 9 and unfortunately, I still noticed “Order cancellations” with a “Strong negative impact”. 

Today (September 29) I looked at the details of this gig again and I saw that the “Order cancellations” has been adjusted to “Strong positive impact”. Everything is OK again. 

I advise anyone in a similar situation to contact customer support. It is possible to update the Order cancellations rating.

A real example: Success score - Order cancellations - Strong negative impact -->  Strong positive impact

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