It happened: you got a bad
feedback. Maybe you did everything right, but the buyer was
unreasonable. Or maybe you're not as good as you think you are (or,
perhaps you're perfectly aware that you offered something you have no
idea how to provide), and the feedback was deserved. Either way,
since a bad feedback can slow down your business on Fiverr, what do
you do?
Here are some suggestions.
1. Stay Calm, and Think
About the Work You Provided
Easier said than done, of
course, but it's important, otherwise you'll do something that will
just make things worse. If you can't stay calm, step away, and do
something else: go for a run, watch a comedy, meditate, clean your
place, cook something, use a punching bag (an actual punching bag or
a pillow, not a living being)... Whatever will help you to start
thinking like a rational adult. Once you're sufficiently calm, it's
time to think about the work you provided.
Was it really as good and
professional as you promised it would be? Do you have experience in
what you do (keep in mind that "half a decade of experience"
is only impressive if you're a teenager)? Do you know exactly what
your job entails (for example, delivering a unique logo does NOT mean
stealing something from the Internet and then modifying it, it means
creating a new logo from scratch; or, copywriting does not mean
copying and pasting, it means creating original content (from
scratch) that will be conveyed through online and print media, and
that primarily serves for advertising and marketing)? Think about the
quality of your work, and be honest with yourself.
2. Discuss the Matter
with Your Buyer
This does NOT mean
soliciting feedback removal; it's now forbidden by Terms of Service,
and could get you banned from Fiverr. Instead, politely ask the buyer
what went wrong, and why they're unhappy with your work. Read their
feedback carefully. If you don't understand it, try asking once again
(but only once, you don't want the buyer to report you for harassment
or spamming) what would have made the buyer happy with your work. It
might not help you change or remove the negative review, but you will
learn something from it.
3. Answer the Feedback
with Your Own
Tell your side of the story
in a respectful and professional manner. Don't offend the buyer, and
don't be rude; instead, explain what was requested, what you
delivered, and why you disagree with the buyer. If your work was of
low quality, you may wish to thank the buyer for their business and
for giving you a chance, state that you have learned a lot from the
project, and that you will strive to learn and do better in the
future. It won't change the feedback you received, but it will
present you as a professional, and, in the second case, as a
responsible person who can admit a mistake.
4. If the Buyer Was
Abusive, Contact Customer Support
Maybe the buyer threatened
you, or demanded more work than agreed and left a negative feedback
because you refused to provide it, or offered to remove the feedback
if you refund them, or... Know the rules, and if the buyer breaks
them, report the abuse to Customer Support. They will not remove the
negative feedback just because you want them to, but if the buyer was
abusive to you, they will step in and take action.
5. Request Feedback
Revision
Be very, very careful with
this one, because if you repeatedly use this option, you could get
banned from Fiverr. However, if you're certain that you have
delivered as advertised and that you did your very best, you may use
the Request Feedback Revision option in the Resolution Center,
explain your reasons to the buyer, and ask them to reconsider the
rating. Be aware, though, that you could receive a lower rating, not
just a higher one (unless you got a one-star feedback already).
If nothing works, remember
that one negative rating isn't the end of your Fiverr business, it's
only a setback. As long as you provide quality service (and if you
don't, learn how to do it), keep improving, and keep advertising,
things will work out.
