So, until you set aside a few hours to do a deep dive into the policy, here are the most important highlights:
Building Your Profile
Your profile is how you present yourself to the Fiverr community. This is often the first thing buyers see when they land on your Gig page, so it’s important to make this impression count. As a seller, you represent yourself, as well as Fiverr, so we urge you to keep it professional. Our marketplace is built on trust. Providing false, inaccurate, or misleading information in your profile and Gig may lead to the suspension of your account privileges.
Creating Your Gig
Your Gig is the place to show off your talent. This is where buyers decide whether or not to do interested in doing business with you. And wouldn’t it be better if they did? So make sure you’re creating Gigs that represent the scope of work you deliver in a clear and accurate way.
Communicating with Buyers
Nobody wants to feel like their concerns aren’t being addressed. So make sure to answer each buyer inquiry you receive in a timely, polite, and respectful manner. Approach every Gig like a time-sensitive contract, which means that the brief is understood and requirements for work are met.
Any communications that happen between the buyer and seller should happen within the Fiverr platform. If they don’t, there’s no way we’ll be able to protect you and your rights. So keep your personal information personal. Do not provide your personal email, mobile phone, or any other means of communication. Abusive behavior such as members bullying or harassing other members will not be tolerated and may result in expulsion from the platform. That’s just not how we roll here.
We encourage sellers and buyers to mutually resolve disputes within an order as to avoid cancellations. As a seller, you should do your best to find a solution that will please both parties. Cancelling orders negatively affects the buyer experience, and can cause a loss of time, and money, for the seller. Overall cancellations are no good for any party involved.
Fiverr Customer Support offers detailed information about Fiverr’s cancellation policy. But if we could sum it up in a few zen-like mantras, they’d be: stay proactive; use the resolution center; review delivery times. If you follow those guidelines, sellers can avoid 99% of cancellations. And if you find yourself in the 1% where an order cancellation is the only way to resolve an order, please remember to communicate clearly and be polite throughout the cancellation process.
Maintaining a strong order completion rate is important. Completing as many orders as possible is the best way to gain revenue, build relationships with buyers, and grow your business as well as track the quality of the service you’re providing. It also factors into your Gig’s position in search rankings, but we do differentiate between cases in which the cancellation is not the responsibility of the seller and those that are.
It goes without saying that the delivered work should be as described in the order, taking into account the buyer’s requirements and inputs resulting in delivering high- quality work. Only offer, and deliver, items that you can create on your own without violating other sellers’ Terms & Conditions. Ensure your Gig delivery time is within your current bandwidth. Aim to deliver high-quality work regardless of the order’s amount or delivery deadline and on time. If necessary, you can extend the order delivery time thourgh the resolution center, but you should always remember that late deliveries harm not only your customer’s satisfaction but their own business needs, since they’re likely relying on your work to meet their own deadlines.
Seller feedback is a mirror to the overall buying experience. Deep huh? But it’s true. Your feedback won’t come as a surprise if you followed our guidelines. If you provide excellent customer service and deliver high-quality work on time, you’ll receive great feedback. Simple as that.
Have any questions about our updated Sellers Policy? Let us know in the comments below?