A chargeback happens when a client disputes a payment with their bank, card issuer, or PayPal instead of resolving the issue through Fiverr. This guide explains how a chargeback affects your orders and funds, when you're protected, and what to expect while a case is being resolved.
Before you begin
- This article applies to freelancers.
- A chargeback or claim is filed directly with the client's bank or PayPal, not through Fiverr.
- Only the client who filed the case can cancel or resolve it with their payment provider. We can't do this on their behalf.
Types of chargebacks & disputes
When a client disputes a payment, it can take two forms:
| Type | Filed through | What it covers |
|---|---|---|
| Credit card chargeback | The client's bank or card issuer | Unauthorized charge or service-related reasons |
| PayPal claim | PayPal | Unauthorized charge or service-related reasons |
Why do chargebacks happen?
Clients choose one of two reasons when they file a case:
- Unauthorized charge: The client says they didn't authorize the payment, or they don't recognize the transaction. This sometimes happens when a client doesn't realize Fiverr orders are prepaid.
- Service: The client is unhappy with the order and disputes the charge instead of contacting Fiverr.
What happens to your order & funds?
When a client files a credit card chargeback or PayPal claim, we cancel the order automatically and email you to let you know. If the case is related to an unauthorized charge, it doesn't affect your Order Completion Rate.
How long does resolution take?
Chargebacks and claims can take anywhere from 45 days to three months to resolve, depending on the payment provider. We don't control this timeline, and we can't speed it up or make exceptions, regardless of the circumstances.
How does Fiverr fight chargebacks on your behalf?
For service-related chargebacks and claims, Fiverr works to get the funds back to you. If we're successful, we return the funds depending on the order status:
| Order not completed | Order completed | |
|---|---|---|
| Service | Return to the client's Fiverr balance | Go to your earnings, with a 45-day clearance period |
| Unauthorized charge | Return to the client's Fiverr balance, or to the payment provider if an unauthorized charge is confirmed | May go to you through the Seller Protection Program, with a seven-day clearance period |
If we're not successful, the client's bank or PayPal returns the funds to them directly.
Seller Protection Program
If a credit card chargeback or PayPal claim is filed for an unauthorized charge on a completed order, we may compensate you for the main service, not including any extras, through the Seller Protection Program.
To qualify, all of the following must apply:
- The order was completed.
- The case is a credit card chargeback or PayPal claim.
- The client gave a reason related to an unauthorized charge.
We review eligibility case by case, based on your account's standing and order history. In some cases, we might credit funds and then remove them after a manual review. This is expected if we can't confirm your eligibility.
What if you already withdrew the funds?
If you already withdrew your funds before a client files a chargeback on a completed order, you'll owe that amount back as a debt on your account. If we later grant you Seller Protection Program funds for that order, we use them to clear the debt instead of releasing them for withdrawal.
FAQs
- We automatically cancel orders when a client files a credit card chargeback or PayPal claim, and we email you to explain the cancellation.
- Compensation isn't guaranteed. If you haven't received an update after 45 days, contact Support with your order details so we can review whether compensation applies.
- If we win a chargeback on a completed order, we credit the funds to your earnings automatically, with a clearance period based on the case type.
- A chargeback related to an unauthorized charge doesn't affect your Order Completion Rate.
Summary
Chargebacks are managed by the client's bank or payment provider, not Fiverr, which is why resolution can take time and why we can't act until a case is closed. Knowing how the process works and when you're protected can help you know what to expect while you wait.