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Communication and payment dos and don'ts

Conducting business on Fiverr increases your visibility and credibility as a freelancer. By using Fiverr’s tools, you can build long-term relationships with repeat clients and secure larger, higher-value orders. To support seamless communication, Fiverr offers built-in tools like video calls, which help freelancers align with their clients’ needs and provide the best possible order experience.

This article outlines best practices for communication and payments on Fiverr. Review the full policy on Fiverr's community standards. 

 

Communication best practices 

Effective communication is essential for creating a positive experience on Fiverr. Conducting all interactions through Fiverr's communication tools ensures transparency, supports professionalism, and allows Fiverr to assist in any disputes or issues.

Communication through third-party tools is permitted only after an order has been placed.

 

Dos:

  • Maintain professionalism: Use respectful, professional language. Avoid inappropriate language, harassment, or discrimination.
  • Keep communication secure: Use Fiverr’s platform exclusively and avoid sharing personal or sensitive details like passwords or credit card information.
  • Use Fiverr’s tools: Leverage Fiverr's video call feature to speak directly with clients and freelancers and streamline discussions. This ensures that all project-related communication is documented and secure. Learn more about this feature here.
  • Document all communication: If you communicate through third-party tools, document your conversations (notes, summaries, etc.) and share them on the platform. This keeps all records transparent and accessible for both parties in case of disagreements.
  • Report suspicious activity: If you encounter anything unusual, report it. Submitted reports will go directly to Fiverr’s Trust and Safety team for a thorough review.

 

Don'ts:

  • Don’t share private information: Avoid sharing social security numbers, payment details, or other sensitive personal information.
  • Don’t click untrusted links: Only interact with secure links, avoiding those from unknown sources.
  • Avoid remote access tools: Do not allow others control over your device through tools like TeamViewer, AnyDesk, etc.
  • Don’t engage in harmful conversations: If someone makes you uncomfortable, discontinue the conversation and report it.

 

Secure payments on Fiverr

Conducting all transactions on Fiverr provides several protections:

  • Fraud prevention: Engaging outside of Fiverr exposes users to the risk of scams and fraudulent activity, which Fiverr cannot protect against.
  • Safe payments: Fiverr protects both clients and freelancers with secure, seamless payment processing, keeping sensitive information safe.
  • Dispute resolution: If something goes wrong while working on the platform, Fiverr can step in to help resolve disputes.
  • Visibility and credibility: Completing orders on Fiverr boosts a freelancer’s profile and increases visibility for future clients.
  • Long-term client relationships: Freelancers can build relationships with repeat clients and benefit from larger, higher-value orders.

 

Sample responses for requests to taking business off of Fiverr 

If someone asks you to move payments or communication outside of Fiverr, here are suggested replies:

    1. "Unfortunately, moving payments off of Fiverr means we both lose important protections and support from the platform. It’s also against Fiverr's Terms of Service, which could lead to our accounts being suspended."
    2. "I value my ability to use Fiverr for future projects. Taking payments off-platform is against the terms and could risk both of us losing access to Fiverr permanently."
    1. "Let’s keep our discussions here on Fiverr to ensure we have everything documented and can receive support if needed."
    2. "I’m excited to start working with you! To keep things secure, let’s make sure we communicate on Fiverr. Once the order is placed, we’ll be able to use Fiverr’s video call feature to connect.”
    3. “Once the order is in progress, we can use Fiverr’s video call feature to speak directly with each other, coordinate, and align on expectations.”

 

Violating Fiverr’s off-platform policy may result in:

  • Account warnings: Warnings are issued to educate users about our policies in an effort to prevent future violations.
  • Account suspension: Repeated and/or severe violations may result in account suspension.
  • Loss of client/freelancer protections: Users who engage in off-platform transactions will lose Fiverr’s protections, such as secure payments and dispute resolution.

For more information about actions on accounts, see How we enforce policies.

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