Though it is badly affect our rankings, we prefer to cancel fiverr order from the buyers on some cases . (Note that no matter if it is mutual or not, cancelling an order will reduce your order complete rate according to the new rules) However we can ask the buyer to cancel the order. (We don't need to go to CS for this.) Anyway before cancel a order, think twice about it. Otherwise you may end up with low ranking gig. Cancel a order will reduce your order complete rate and you can check below link to learn how to maximize your order complete rate.
Whenever you cancel the order buyer will receive the amount you charged, but not the amount spent by them. Because they are paying some other charges to the fiverr (like order processing charge) Cancelling the order will not return those charges to them. Anyway fiverr will not charge them when they are used that money to reorder.
How to Cancel Fiverr OrderYou can start this process on order page. First of all go to the order page which you are going to cancel. You can find the section on this picture from right side of your window. Click the "Resolve Now" button on it. Then you will direct to a page containing several options. Select the one which matched to your situation and press the "Continue" button. Then you can there are two options on the new page.
- Extend the delivery time
- Ask the buyer to cancel this order
If you think you can complete the task in few days, you can request for extend to the delivery time to avoid bad effect of order cancellation. Select the second option to cancel the order and press "Continue". You can enter your message to buyer on new window. After that press send to request cancellation.
Buyer will have 2 days to accept or reject the request. If buyer rejected the request, you have to negotiate the situation with the buyer. If buyer accepted, order will marked as Mutually Cancelled. If buyer not responded anyway, order will marked as Cancelled after 2 days.