What to Do When a Fiverr Buyer Wants to Cancel

Cancellations affect sellers negatively. While the Terms of Service state that mutual cancellations have no affect on ratings (which is true), they are still calculated into the cancellation percentage. That is shown on the profiles after a certain amount, and it can harm the chances of reaching levels and the Top Rated Seller status.

There are times that Fiverr buyers will request a cancellation. I’ve had plenty of them who have done this. However, recently I’ve managed to stop the cancellations and gain orders out of them.

Here’s what to do the next time a Fiverr buyer wants to cancel.

Ask for a Clear Reason

Most of the time you’ll just get an “ordered by mistake” message. That doesn’t tell you, as a Fiverr seller, what’s gone wrong. Is your gig description not clear or did the buyer accidentally order?

It’s important to talk to your buyer and ask for a clear reason. There are times that it is malicious, but there are other times that the buyer thinks they have ordered the wrong gig. They may not even realize that you offer multiple gigs and can cover their needs.

Once you get a clear reason—or lack of one if it is malicious—you can move onto the next step. If it is malicious, cancel and report the seller to Customer Support.

Discuss Project Requirements

If the buyer has ordered the wrong gig but you can do the request, talk about the requirements for his/her project. Discuss any limitations that you have on your gig, and share the relevant one in a message.

This will help you both determine if you can work together. Remember to remain polite and courteous at all times. You’re trying to turn this into a sale.

When to Cancel

There are times that you can’t offer the buyer anything he needs. If this is the case, make sure you accept the cancellation.

There are also times that the Fiverr buyer will just want to cancel and find a seller he/she wants to work with. Honor that cancellation and move on.

If you do ever get a vibe that a customer is going to be hard work, there is nothing wrong with choosing to cancel. This is especially the case if there has been an issue on a project, and you’re sure the buyer is just going to leave negative feedback. I’d do this if I hadn’t already started the work. Now that I have a highly positive reputation, I’m willing to take a negative hit from an unscrupulous buyer. But that is a personal choice.

Hopefully you won’t get too many Fiverr buyers wanting to cancel. But the good news is you can turn it into a good sale. I’ve had positive feedback from the ones I’ve managed to prevent cancelling. Good luck!

Did you find this blog post helpful? Please feel free to share it with your Fiverr friends and help them deal with Fiverr buyers who want to cancel.