A Commitment to Community: Updates to Our Product

0
1879
We’re introducing a new initiative and updates to the Fiverr marketplace designed to empower both buyers and sellers by providing more tools and options for honest feedback.

Being part of Fiverr means being part of one of the largest digital communities in the world. We want people we can trust, people we can communicate with (whether that means problem-solving or politely leaving some arguments alone), and people who look out for the good of the community as a whole.

Good communication, safety and trust are all part of the foundation of the marketplace we have created together, and improving on these things is part of growing our community.

Today we are launching a new initiative to add more tools and features to Fiverr to make the marketplace as transparent, trustworthy, and frictionless as possible.

In the coming weeks and months, you’ll see a gradual rollout of new features and product updates that will improve the overall product, simplify the experience and raise the quality of our support.

Here’s a brief overview of some of the features you can expect to see next week:

You’ve Got Options

Fiverr’s “order in a single click” is one of the things that make the customer experience so quick and efficient. But like any service-based project between two people, sometimes things go sideways. Whether it’s personal chemistry, communication difficulties, or expectations that just do not match, sometimes it’s best to just agree to disagree. In these rare cases, buyers have the option to simply stop their communication with a seller or refrain from ordering from them.

We want to provide sellers with similar options. Soon, sellers will have the option to stop communication and orders from certain buyers, all without impacting cancellation percentages or seller rankings. Sellers will see this option from the profile page of any buyer, and can also access the option from their inbox. Once a seller exercises the option, the buyer will not be able to contact, or place an order, from the seller.

Learn more here

Trust and Safety First

As a member of the community we want you to speak up when you see something wrong, and we want to create an easier way to do it. Both buyers and sellers will be able to quickly report profiles of any user they feel violates our Terms of Service or operates in a way that hurts the values of our community. Our Trust and Safety team will investigate flagged content quickly, keeping our marketplace in good shape.

Learn more here

Changes to Level Evaluation

If you’re anxious about the improvements we’re making to the rating system, you should know that a more accurate rating means that the reputation that you build for yourself is stronger and the system can better differentiate between your baseline performance and anomalies. For example, sometimes you do your best but still fall short of a buyer’s vision. We recognize that even when rare, these kinds of instances can be stressful. One of the first steps we’re taking is to alleviate some of the pressure on sellers. So, beginning with the September evaluation, the rating threshold will be lowered from a 4.8 to 4.7 average in the last 60 days, and the lowest-rated order during the period will be removed from the evaluation of the seller.

Feedback That Goes Both Ways

We’re moving to a blind feedback system. This means that sellers will be asked to provide their feedback on a buyer before receiving the feedback the buyer provided on them. This is meant to assure feedback is honest, independent and free from bias. Sellers’ feedback on buyers is extremely important to our ability to keep the integrity of Fiverr and provide sellers with better experiences and protection. You can expect additional features in the future. If a seller does not review the buyer from a specific transaction, the buyer’s review will be revealed 10 days after order completion. Once the sides have provided their feedback, their reviews will be made public and will be locked from further changes.

Learn more here

That’s it for now. More updates will follow. In the meantime, please tell us what you think. Head over to the forum to join our community discussion.

SHARE
Adi Margolis
Adi is the Product Group Director at Fiverr, responsible for helping both buyers and sellers to have a delighted experience on our platform.