Managing cancellations is an important part of using Fiverr. You can request to cancel an active order through the Resolution Center when issues arise. This article explains the types of cancellations, how to cancel an order, and what happens after a cancellation.
Before you begin
- The Resolution Center can be accessed from the right side of the order page.
- The Resolution Center is used for orders that have not yet been completed. If you need to cancel a completed order, contact Customer Support.
Cancellations should always be treated as a last resort.
Ways to avoid cancellations
Preparation and communication can go a long way in preventing cancellations:
- Before placing an order, make sure your project brief is detailed and complete. Discuss everything with the freelancer so they fully understand your needs before work begins.
- If your needs change during the order, let the freelancer know right away. Clear and timely communication helps avoid misunderstandings and keeps the project on track.
- Custom Offers allow you to go beyond the packages offered with Gigs and let your freelancer tailor the order to your specific needs. That way, you and the freelancer know what to expect.
- Revisions can help resolve concerns you may have with the delivery and allow the freelancer to fix them.
- This option removes the pressure to accept the delivery or request a revision within 3 days. Take as much time as you need to make sure the delivery is what you paid for.
- Review all delivered files carefully before accepting. If something is not right, request a revision. Accept the delivery only when you are sure it meets your requirements.
- Partial refunds are a great way to keep your delivery and find common ground with the freelancer. Ask the freelancer to send you a request for a partial refund.
Reach out to Customer Support if you need any advice or help with your order.
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Types of cancellations
There are several types of cancellations on Fiverr, depending on who initiates the request and when.
- You can request to cancel an active order at any time through the Resolution Center. Once submitted, the freelancer has 48 hours to accept or decline. If they do not respond, the order is automatically canceled.
- If a freelancer requests to cancel, you have 48 hours to respond. If you do not respond within 48 hours, the order is automatically canceled.
- In some situations, you can cancel an order without needing approval from the freelancer:
- Before submitting project requirements: If you placed an order and have not yet submitted your project requirements, you can cancel immediately through the Resolution Center. This option is available only on the Fiverr website, not in the app.
- Very late delivery: If the freelancer has not delivered and there was no mutual agreement to extend the delivery date, you can cancel without approval after 24 hours past the expected delivery date.
How to cancel an active order
To access the Resolution Center:
- Go to your Orders page and select the order you want to resolve, then click View.
- Click Resolution Center, located on the right side of the page.
Learn more with Cancel an order with the Resolution Center.
Once you send a cancellation request, the freelancer has 48 hours to accept or decline. If the freelancer does not respond, the order is automatically canceled.
Canceling an order with an open dispute
If you want to cancel an order with an open dispute, you need to withdraw the dispute first on the Orders page. After withdrawing the dispute, you can submit a cancellation request.
You cannot open a new dispute or submit a new request while any of the following actions are in progress:
- Get an order update
- Cancel order
- Extend delivery date request (requested by freelancers only)
If you cannot resolve the issue together, contact Customer Support.
Canceling a completed order
If the order is in completed status, you cannot use the Resolution Center to cancel it. Contact Customer Support for help.
After your order is canceled
Once your order is successfully canceled, here are a few options to help you move forward:
- Pick a different freelancer from a personalized recommendations list: Fiverr provides you with a personalized list of freelancer recommendations on your Orders page to help you complete your project.
- Get personalized offers by posting a project brief: Post your project brief and receive tailored offers from relevant freelancers. Review your offers, choose the best fit, and get the results you need.
Fiverr Pro satisfaction guarantee
Fiverr Pro managed services come with a full money-back satisfaction guarantee on eligible orders. If the final delivery doesn't meet your expectations, you can contact Customer Support to request a refund, provided you do so within 14 days of order completion. Approved refunds are credited to your Fiverr Pro balance for future orders.
The guarantee covers:
- Services provided by vetted Pro freelancers
- Project manager and project planning services
- Sourcing by a domain expert
It does not apply to hourly orders.
Learn more with Fiverr Pro satisfaction guarantee.
FAQs
- Go to your Orders page, select the order, and click Resolution Center. Click Cancel order, enter a message, select a reason, and click Send Request. The freelancer has 48 hours to accept or decline. If they do not respond, the order is automatically canceled.
- Yes, in two situations: if you have not yet submitted your project requirements, or if the order is very late (24 or more hours past the delivery deadline). The option to cancel before submitting requirements is available on the Fiverr website only, not the app.
- You need to withdraw the open dispute first from your Orders page. Once withdrawn, you can submit a cancellation request.
- You cannot cancel a completed order through the Resolution Center. Contact Customer Support for help.