Orders

ORDERS

Basics

  • Once payment is confirmed, your order will be created and given a unique Fiverr order number (#FO).
  • Sellers must deliver completed files and/or proof of work using the Deliver Work button (located on the Order page) according to the service that was purchased and advertised on their Gig.
  • The Deliver Work button may not be abused by Sellers to circumvent Order guidelines described in this Terms of Service. Using the “Deliver Work” button when an Order was not fulfilled may result in a cancellation of that Order after review, affect the Seller’s rating and result in a warning to Seller.
  • An Order is marked as Complete after it is marked as Delivered and then accepted by a Buyer. An Order will be automatically marked as Complete if not accepted and no request for modification was submitted within 3 days after the Order was marked as Delivered.
  • We encourage our Buyers and Sellers to try and settle conflicts amongst themselves. If for any reason this fails after using the Resolution Center or if you encounter non-permitted usage on the Site, users can contact Fiverr’s Customer Support department for assistance here.
  • Orders through the Logo Maker are completed once payment is made by the Buyer.

Handling Orders

  • When a Buyer orders a Gig, the Seller is notified by email as well as notifications on the site while logged into the account.
  • Sellers are required to meet the delivery time they specified when creating their Gigs. Failing to do so will allow the Buyer to cancel the Order when an Order is marked as late and may harm the Seller’s status.
  • Sellers must send completed files and/or proof of work using the Deliver Completed Work button (located on the Order page) to mark the Order as Delivered.
  • Users are responsible for scanning all transferred files for viruses and malware. Fiverr will not be held responsible for any damages which might occur due to site usage, use of content or files transferred.
  • Buyers may use the “Request Revisions” feature located on the Order Page while an Order is marked as Delivered if the delivered materials do not match the Seller’s description on their Gig page or they do not match the requirements sent to the Seller at the beginning of the order process.

Reviews

  • Feedback reviews provided by Buyers while completing an Order are an essential part of Fiverr’s rating system. Reviews demonstrate the Buyer’s overall experience with the Sellers and their service. Buyers are encouraged to communicate to the Seller any concerns experienced during their active order in regards to the service provided by the Seller.
  • Leaving a Buyer’s feedback is a basic prerogative of a Buyer. Feedback reviews will not be removed unless there are clear violations of our Terms of Service.
  • To prevent any misuse of our Feedback system, all feedback reviews must come from legitimate sales executed exclusively through the Fiverr platform from users within our Community. Purchases arranged, determined to artificially enhance Seller ratings, or to abuse the Fiverr platform with purchases from additional accounts, will result in a permanent suspension of all related accounts.
  • Feedback comments given by Buyers are publicly displayed on a Seller’s Gig page.
  • Work Samples are the delivered images and videos sent to a Buyer in a delivery message. Work Samples are added to a Seller’s Live Portfolio on their Gig page if the Buyer chooses to publish the Work Sample while providing a public feedback review.
  • Withholding the delivery of services, files, or information required to complete the Gig’s service with the intent to gain favorable reviews or additional services is prohibited.
  • Responding and posting a review: Once work is delivered, the Buyer has three days to respond. If no response is provided within the response period, the Order will be considered completed.
  • Users are allowed to leave reviews on Orders up to 10 days after an Order is marked as complete. No new reviews may be added to an Order after 10 days.
  • Sellers may not solicit the removal of feedback reviews from their Buyers through mutual cancellations.
  • Feedback reviews are unavailable for orders made through the Logo Maker.

Disputes and Cancellations

We encourage our Buyers and Sellers to try and settle conflicts amongst themselves. If for any reason this fails after using the Resolution Center or if you encounter non-permitted usage on the Site, users can contact Fiverr’s Customer Support department for assistance here.

Basics

  • Order cancellations can be performed on Fiverr, when eligible, by Customer Support or through the Resolution Center per order.
  • Filing a transaction dispute or reversing a payment through your payment provider or your bank is a violation of these Terms of Service. Doing so may get your account temporarily or permanently disabled. Note: once you have filed a dispute with your payment provider, the funds will be ineligible for a refund due to our obligations towards the payment provider.
  • In the event that a Buyer or Seller encounters an issue related to the service provided in an order, you are encouraged to use the Site’s dispute resolution tools to attempt to resolve the matter.
  • Fiverr, through its Payment Services Providers, reserves the right to cancel orders or place funds on hold for any suspected fraudulent transactions made on the Site.
  • All transfer and assignment of intellectual property to the Buyer shall be subject to full payment and the delivery may not be used if payment is cancelled for any reason.
  • If an order is cancelled (for any reason), the funds paid will be returned to the Buyer’s Fiverr Balance.
  • Revisions to deliveries can be performed by Sellers based on the Seller’s Gig and customer care. Sellers may determine the amount of revisions offered to Buyers, including no revisions.
  • Requests for revisions can be performed through the Order Page while the order is marked as Delivered.
  • Requesting to gain more services from Sellers beyond the agreed requirements by using the Request Revisions button is not allowed.

Order Cancellations

  • Fiverr encourages Buyers and Sellers to resolve service disputes mutually using the Resolution Center.
  • Eligibility for requests to Fiverr to cancel an order will be assessed by our Customer Support team based on a number of factors, including violations of our Terms of Service, general misconduct, and improper usage of the Fiverr delivery system. See below for Order specific eligibility.
  • Completed orders (or, where applicable, completed milestones) may be cancelled, upon review of our Customer Support team, up to 14 days after the order (or Milestone) is marked as complete. Please be advised that orders cannot be partially cancelled (i.e. we can only cancel the entire order when it is justified).
  • In rare circumstances where we find it appropriate, our Customer Support team may cancel a completed order even after 14 days have passed from its completion. In such cases, the amounts paid for the cancelled order will be returned to the Buyer’s Fiverr Balance and will be deducted from the Seller’s Fiverr Balance or, if there are no sufficient amounts in the Seller’s Fiverr Balance, from future revenues of such Seller.
  • Orders are not eligible to be cancelled based on the quality of service/materials delivered by the Seller if the service was rendered as described in the Gig Page. Buyers may rate their experience with the Seller on the Order Page, including the overall level of service quality received.
  • Buyers must use Fiverr Resolution Center to address their concerns and desired resolution related to the service provided by their Seller prior to contacting Customer Support. Customer Support will not take any action against Orders where the Buyers failed to inform their Seller of issues related to the Seller’s service and will allow Sellers to provide a resolution first. This does not include non-permitted usage of Fiverr.
  • Any non-permitted usage of Fiverr encountered during an Order, after being reviewed by our Customer Support team, may result in the order being cancelled. This includes, but not limited to; harassment, unlawful behavior, or other violations of Fiverr’s Terms of Service.
  • Fiverr Customer Support will cancel orders based on, but not limited to, the following reasons:
    • Active Orders (after the Buyer submits their requirements and before the Seller delivers on Fiverr)
      • The Seller is late and unresponsive for more than 24 hours while the order is marked as Late.
      • Users are abusive towards the other party through threats of low ratings or leveraging order materials (such as logins, personal information) against each other.
      • Users supplied or included copyright/trademark infringing materials as part of the Buyer requirements or the Seller’s delivery.
      • The user is no longer an active Fiverr user due to Terms of Service violations or closure of their account.
    • Delivered Orders (after the Seller clicks Deliver Now and before the order is marked as complete)
      • The Seller uses the Delivery system to extend the delivery due date to complete the requested service without providing the final delivered service to Buyers. Note: Multiple reported offenses will result in permanent suspension of your account.
      • The Seller delivers no files and/or proof of work related to the agreed upon order requirements. Note: Subjectivity of the materials in question will be reviewed by our Customer Support team.
      • The Seller requests additional payments, on or off the Fiverr platform, by withholding the final delivery of services directly related to the agreed requirements.
      • The Seller is withholding the final delivery of services for improved ratings.
      • Buyers who abuse the Request Revisions button to gain more services from Sellers beyond the agreed requirements.
      • Buyers who threaten to leave a damaging review to gain more services from the Seller not related to the agreed requirements.
    • Completed Orders (after the order is marked as complete and before the 14 day limitation)
      • Users who have been reported to use copyright/trademark infringing materials after verification and with proof.
      • Buyers who did not purchase commercial use rights and are reported to have used the materials commercially. Note: Terms of Commercial use are found on the Seller’s Gig Page and cannot be retroactively included once the order is completed for over 14 days.
      • Fiverr Customer Support will review cases of Order delivery manipulation that prevents Buyers and Sellers from fully utilizing our Resolution Center that enabled the order to be marked as complete.

Refunds

  • Fiverr does not automatically refund payments made for cancelled orders back to your payment provider. Funds from order cancellations are returned to the Buyer’s Fiverr Balance and are available for future purchases on Fiverr. Until January 1, 2019, funds returned to your Fiverr Balance from cancelled orders will not include service fees paid. As of January 1, 2019, Fiverr returns service fees to your Fiverr Balance once an order is cancelled. In any event, if the service fees were not returned to your Fiverr Balance following an order cancelation, such service fees’ amount will be exempted from your next purchase on Fiverr.
  • Deposit refunds (i.e. refunds directly to your payment provider) can be performed by our Customer Support team, based on the Order’s original payment amount and currency. To prevent fraud and abuse, we limit the total amount of times users can request a payment provider refund, which is subject to review by our Customer Support team. Such refunds may be subject to an additional fee.

Fiverr Credits

In certain instances, Fiverr may offer you credits (“Fiverr Credits” or “Credits”), either for promotional purposes or otherwise, to be used for purchasing Gigs and/or other services offered on the Site. Your available Credit balance will appear in your account. Your valid Fiverr Credits will be automatically applied to your next purchase and can be viewed in your order summary after you place the order. Unless stated otherwise, Fiverr Credits expire following three months from their receipt. Fiverr Credits serve only as an incentive to use Fiverr, and, therefore, are not redeemable for cash, have no cash value and are nonrefundable. Once used, Fiverr Credits may not be returned to your account even if your Order gets cancelled. Fiverr Credits may be subject to additional conditions and restrictions as will be disclosed to You upon receipt of the Credits. Credits may be voided in the event of fraud, misuse, or violation of these Terms. Fiverr reserves the right to modify or cancel the Fiverr Credits program at any time. If you or Fiverr deactivate or suspend your Fiverr account, any unused Fiverr Credits in your account will be forfeited.