Orders
Where can a user go to resolve issues on their own before contacting Customer Support?
The Resolution Center (RC).
Which feature allows freelancers to share work-in-progress to get early feedback before the final delivery?
Share Draft.
If a freelancer requests to cancel an order because the client was unresponsive, but the order is already completed, what should we do?
Decline the cancellation.
What is the maximum timeframe CS should give a user to respond to a reach-out ticket before proceeding with the original request?
48 hours.
True or False: It is a violation of Fiverr’s Terms of Service for a user to share their contact information while having an active order.
False.
True or False: A freelancer can report new hours on an Hourly Order while a Resolution Center dispute is open.
False (They cannot report hours while a dispute is active).
Are Hourly Orders eligible for the Share Draft feature?
No.
If an active order needs to be canceled due to harassment on the client's end, which department must the case be escalated to for user review?
MI.
Which type of freelancers must CS always perform a reach-out to inform them about a cancellation?
Pro, TRS, and Managed freelancers.
If a client asks to pay a freelancer via PayPal or a bank transfer instead of through the Fiverr checkout, what is the name of the specific policy violation they are committing?
Off-Platform Payment (or "Taking business off-platform").
What is the minimum order amount required for a freelancer to offer a Partial Refund through the Resolution Center?
$50.
When a freelancer wants to remove a "Work Sample" from their own order review, what can we do?
Remove it.
Which users are a potential PR issue?
Influencers, journalists, high-profile users.
If a client requests "free work" or samples, what should the CS agent do?
Reach out to the client to educate them on Fiverr's policies and explain tools available to see quality (like the portfolio).
If an agent identifies a confirmed "Off-Platform Payment" request, what is the next mandatory step?
Escalate the case to MI.
Which specific order page feature is visible ONLY to freelancers and allows them to keep track of work details without the client seeing?
Private Notes (located beneath the order status in the sidebar).
What protection is applied to images and files sent as a "Share Draft" to prevent them from being stolen?
A watermark.
If an order involves a Managed Client and a communication blocker occurs, what is the mandatory first step before CS can take any action on the order?
Loop in BSM by opening a side convo in #contact-bsm channel.
When initiating a new reach-out ticket, which specific ticket field must be used to categorize the "tendency"?
CS Reach out tendency.
If an agent is canceling an order where a freelancer had access to the client’s external credentials (e.g., website CMS, hosting, or payment logins), what is the mandatory security instruction that must be sent to the client before the cancellation is processed?
The agent must instruct the client to change their passwords and revoke access using the "Change Credentials" snippet.
For Hourly Orders, within what timeframe must cancellation requests via the Resolution Center be submitted?
Within the first three days of the week (Mon-Thu).
If a review is determined to be "gibberish" (e.g., random characters or unrelated text), what should we do?
Remove the text and replace it with a period (field cannot be empty) but leave the star rating as is.
If a suspected Illegal or Adult Service is identified on an order that was completed 25 days ago, what is the mandatory workflow?
Escalate to MI using the "Violation or Prohibited Service Encountered by CS" macro; if confirmed, cancel the order without providing promo codes or compensation.
When initiating a reach-out, what specific ticket status must that original ticket be set to while waiting for a response?
On-hold.
While freelancers are allowed to share their personal website portfolios, what specific type of external portfolio link is strictly prohibited?
Links to portfolios on other freelancing platforms (e.g., Upwork or Freelancer.com).