🛡️ Fiverr Account Risk Management SOP
Protect Performance Metrics · Monitor Account Health · Safeguard Revenue
🎯 Role Overview & Objectives
🛡️ What is the Fiverr Account Risk Manager?
The Fiverr Account Risk Manager is the first line of defense against account penalties, missed messages, late deliveries, and negative reviews across all seller accounts. Your job is to proactively protect every account from performance metric drops.
Primary Objectives
- Zero missed messages — every message from last 24 hours must be replied to
- Zero late deliveries — flag any delivery due within 2 days
- 100% notification clearance — all notifications checked and acted upon daily
- Review maximization — follow up on feedback and give reviews when buyers have
- Performance protection — file tickets for cancelled orders to protect metrics
- Brief conversion — reply to all incoming briefs with portfolio
Accounts Under Management
🚨 Critical Rule: Daily Reporting is MANDATORY
You must send a daily report of all actions taken — even if only 1 action was completed. Even if zero messages were sent, report why. You do NOT wait to be asked. Failure to report is a direct violation of this SOP.
📋 Daily Account Health Check
⏰ When to Perform
This check must be completed once every day for every account. Open each account on Dolphin browser and go through the entire checklist below.
Per-Account Checklist
For each of the 5 accounts (Sarthak, Navya, Divyansh, Anurag, Shreyansh Singh), complete these items:
| # | Check Item | What to Do | Priority |
|---|---|---|---|
| 1 | 💬 Messages (Clock Check) | Go through every message from the last 24 hours. Exactly what we are looking for: a 🕒 clock icon next to a conversation means the message is unseen / response overdue — this is a direct penalty risk. Outcome required: ZERO clock icons on any message in the last 24 hours. Open every conversation so it is seen, and reply so the clock is cleared/removed. Do NOT interrupt active ongoing conversations being handled by others — but the clock must still be gone (seen) on every thread. | CRITICAL |
| 2 | 🔔 Notifications (Cancellation Watch) | Open the notifications panel and check every notification from the past 24 hours. Specifically what we are looking for: any cancellation or cancelled-order notification. If a client has raised / is raising a cancellation, STOP and follow the Cancellation Handling Strategy (Section 11) immediately — prevent it first, and never let it become a non-mutual cancellation. Also act on delivery updates, order changes, etc., and clear the rest. | CRITICAL |
| 3 | ⭐ Reviews / Feedback | If a buyer has left a review, give them a review back immediately. Check "Your Reviews" section for any pending responses. | HIGH |
| 4 | 📦 Deliveries (2-Day Check) | Check all active orders. If any delivery is due within 2 days, flag it immediately and notify the relevant Account Manager (Janhvi, Navya, Divyansh, etc.). | CRITICAL |
| 5 | 📝 Briefs / Matches | Check the Briefs section for any new matches. Reply to all with the portfolio pitch message using "Ask a Question" (see Section 7). | MEDIUM |
| 6 | ⚠️ Low Rating Alert (≤4★) | Check if any 4-star or lower review was received in the past 24 hours. If yes, immediately flag it in the daily report with the client username, rating, and review text. Screenshot the review and escalate to Shreyansh. | CRITICAL |
📋 Quick Daily Checklist (Copy for Each Account)
- ZERO clock icons on any message — every message in last 24 hrs seen & replied
- All notifications checked — any cancellation notification actioned per Section 11
- Reviews given where buyer has reviewed
- Deliveries within 2 days flagged & team notified
- All new briefs responded to with portfolio
- Any rating below 4.7★ flagged & Rating Removal Protocol started (see Section 4)
- No cancelled orders — or, if any, cancellation was mutual + ticket filed
📊 Daily Reporting Format
⚠️ Reporting is NOT Optional
You must send this report every single day, even if you only performed 1 action. Do NOT wait for management to ask you. Send proactively once you complete your daily check.
📨 Report Recipients
The daily report must be shared with Shreyansh and the Delhi Team every single day without exception. Do not send to anyone else unless instructed.
Report Template
Use the following format for each account. Be detailed — avoid vague "all clear" statements without specifics.
✅ Example Report: All Clear (No Issues)
- No msgs pending in the last 24 hrs
- No notifications left
- No reviews left
- No deliveries due in next 2 days
- No briefs left
- No low ratings (≤4★) received
- No cancelled orders in last 24 hrs
Navya Account
- No msgs pending in the last 24 hrs
- No notifications left
- No reviews left
- No deliveries due in next 2 days
- No briefs left
- No low ratings (≤4★) received
- No cancelled orders in last 24 hrs
Divyansh Account
- No msgs pending in the last 24 hrs
- No notifications left
- No reviews left
- No deliveries due in next 2 days
- No briefs left
- No low ratings (≤4★) received
- No cancelled orders in last 24 hrs
Anurag Account
- No msgs pending in the last 24 hrs
- No notifications left
- No reviews left
- No deliveries due in next 2 days
- No briefs left
- No low ratings (≤4★) received
- No cancelled orders in last 24 hrs
Shreyansh Singh Account
- No msgs pending in the last 24 hrs
- No notifications left
- No reviews left
- No deliveries due in next 2 days
- No briefs left
- No low ratings (≤4★) received
- No cancelled orders in last 24 hrs
🚨 Example Report: Issues Found (Action Required)
- 2 msgs pending — replied to both (client_alpha asking about revision, client_beta asking ETA)
- 3 notifications cleared (order update, delivery reminder, promo)
- 1 review left by buyer → gave review back ✅
- No deliveries due in next 2 days
- 1 brief matched → responded with portfolio pitch ✅
- No low ratings (≤4★) received
- No cancelled orders in last 24 hrs
Navya Account
- No msgs pending in the last 24 hrs
- No notifications left
- No reviews left
- No deliveries due in next 2 days
- No briefs left
- No low ratings (≤4★) received
- ⚠️ 1 cancelled order (order #FO12345 by client_gamma) → Support ticket filed, awaiting response
Divyansh Account
- No msgs pending in the last 24 hrs
- 1 notification cleared (delivery reminder)
- No reviews left
- 1 delivery due in 14 hrs (golfsurprize) ← FLAGGED — Notified Divyansh via Discord
- No briefs left
- ⚠️ 1 low rating: 3★ from client_xyz — "Delivery was late" ← ESCALATED to Shreyansh with screenshot
- No cancelled orders in last 24 hrs
Anurag Account
- No msgs pending in the last 24 hrs
- No notifications left
- No reviews left
- 2 deliveries due within 48 hrs (project_delta in 36 hrs, project_echo in 44 hrs) ← FLAGGED — Notified Anurag via WhatsApp
- No briefs left
- No low ratings (≤4★) received
- No cancelled orders in last 24 hrs
Shreyansh Singh Account
- No msgs pending in the last 24 hrs
- No notifications left
- No reviews left
- No deliveries due in next 2 days
- 2 briefs matched → responded with portfolio pitch ✅
- No low ratings (≤4★) received
- No cancelled orders in last 24 hrs
❌ Bad Reporting Example
"All accounts clear." — This is NOT acceptable. Break down each account individually with specific details as shown above.
⭐ Client Feedback Follow-Up Tracker
Maintain a centralized Google Sheet that tracks all clients across all accounts who have not yet left feedback/reviews.
Sheet Structure
| Column | Description |
|---|---|
| Account Name | Which Fiverr account (Sarthak/Navya/Divyansh/Anurag) |
| Client Username | Fiverr username of the buyer |
| Order Completion Date | Date when the order was marked as delivered/complete |
| Days Since Completion | Auto-calculated days since completion |
| Follow-Up Status | Bonus message sent? Review requested? Status of follow-up |
| Review Status | Pending / Received / Expired (30+ days) |
🔴 The 30-Day Rule
Once 30 days have passed since order completion and no review was left, the review window is expired. Mark the entire row RED in the tracker. No further follow-up is needed for that client.
⚠️ Account Name Column Placement
The Account Name column must be the first column in the sheet — not a separate column at the end. This makes it easy to filter and sort by account.
Merge All Sheets
All team members (Sampada, Khushi, etc.) must merge their individual KPI/feedback sheets into one central sheet. We do NOT maintain 10 separate sheets. Coordinate with team members who have access to merge their data.
🎯 Rating Removal Protocol — Anything Below 5★ (Mandatory Below 4.7★)
🚨 The Goal: Get Low Ratings Removed
Any review that is less than 5 stars must be acted on. A rating below 4.7★ is absolutely critical and MUST be removed — this is not optional. A single low rating drags down the whole account and costs us premium clients. Treat every rating under 4.7★ as an emergency.
Step-by-Step
- Go to the chat with that client immediately. Do not wait — speed matters.
- Ask if they had any disagreement or problem with the order. Understand their side genuinely and try to resolve whatever went wrong (fix the work, redo it, anything needed).
- Resolve it fully — make the client genuinely happy first. A happy client is the only client who will agree to remove a rating.
- Ask them to consider talking to Fiverr Support to remove the review. Explain politely that they can open Fiverr Support chat and request the rating be removed from our account, now that the issue is resolved and they are satisfied.
- If needed, offer a full refund. Even if we have to give a 100% full refund, we will provide it — getting a sub-4.7★ rating removed is worth more than the order value. This is approved.
- Track it in the daily report and feedback tracker until the rating is confirmed removed.
⚠️ Non-Negotiable
A rating below 4.7★ is absolutely necessary to get removed. Escalate to Shreyansh the moment one appears, and do not close it out until it is gone — full refund included if that is what it takes.
🎁 Bonus Messages & Review Follow-Up
When to Send Bonus Messages
- Order has been completed and delivered
- Client's work is no longer in progress
- Send across all accounts — not just one
When NOT to Send
- Client's project is still in active development
- Order is in revision phase
- Delivery has not yet been officially accepted
⚠️ Even If Zero Messages Were Sent — REPORT IT
If you did not send any bonus messages on a particular day, you must still report why. Example: "Did not send bonus messages because all remaining clients have work still in progress."
Review Follow-Up
- Follow up with clients who have completed orders but haven't left a review
- Use a polite, non-pushy tone — remind them their feedback helps us improve
- If a buyer has left a review → immediately leave a response review back
- Track all follow-ups in the centralized feedback tracker sheet
🎫 Cancelled Order Ticket Management
🚨 EVERY Cancelled Order Gets a Ticket
For every single cancelled order, across all accounts, you must create a ticket with Fiverr Customer Support. No exceptions.
Ticket Filing Process
- Step 1: Go to
https://help.fiverr.com→ Submit a Request - Step 2: Select the relevant account and order
- Step 3: Request the following in your ticket:
1️⃣ Remove the cancelled order from affecting account performance metrics
2️⃣ Request compensation for the cancellation (if applicable) - Step 4: Save the ticket URL (format:
https://help.fiverr.com/hc/en-us/requests/[ticket_id]) - Step 5: Track ticket status in your report
Why This Matters
Cancelled orders directly impact your account's performance metrics. If left unaddressed, they can lead to:
- Drop in seller level (Level 1 → New Seller)
- Reduced gig visibility in search results
- Loss of Pro Seller status
- Reduced impression and conversion metrics
🔔 Brief Response Protocol
Fiverr Briefs are buyer requests that match your gig skills. When a brief/match appears, you must respond promptly using the standard portfolio pitch.
How to Respond to Briefs
- Go to Briefs → Overview → Matches on each account
- Click "Ask a Question" on each matching brief
- Copy-paste the portfolio pitch (below) — under 2000 characters only
- Send to all matches across all accounts
Standard Portfolio Pitch Message
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📨 Default Message — Send to Every Brief / Lead
ℹ️ Use This As the Standard Opener
This is the default message to send to every brief and incoming lead. Send it as-is unless an active conversation already requires a tailored reply.
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⚠️ Delivery Risk Monitoring
🔴 2-Day Delivery Flag Rule
Any delivery that is due within 2 days (48 hours) must be immediately flagged in your daily report AND the relevant account manager must be personally notified.
Notification Chain
| Account | Notify (Account Manager) | Method |
|---|---|---|
| Sarthak | Khushi | Discord / WhatsApp |
| Navya | Sampada | Discord / WhatsApp |
| Divyansh | Divyansh | Discord / WhatsApp |
| Anurag | Delhi Team | Discord / WhatsApp |
| Shreyansh Singh | Shreyansh | Discord / WhatsApp |
Report Format for Flagged Deliveries
→ Notified [Account Manager Name] via [Discord/WhatsApp]
→ Status: [In Progress / Delivered / Needs Extension]
⚠️ Don't Just Report — Make Sure They Know
It's not enough to mention it in your report. You must personally notify the account manager immediately when you spot the at-risk delivery. Don't assume someone else will handle it.
🚨 Escalation & Red Flags
The following situations require immediate escalation to management. Do NOT wait for your daily report — escalate the moment you spot them.
| Red Flag | Urgency | Action Required |
|---|---|---|
| 🔴 Late delivery approaching (<24 hrs remaining) | CRITICAL | Notify account manager + management immediately |
| 🔴 Missed messages >2 hours old | CRITICAL | Reply or escalate to relevant team member within 15 min |
| 🔴 Cancellation request from client | CRITICAL | Do NOT accept — escalate to management for resolution |
| 🟡 Negative review received | HIGH | Screenshot + notify management + file response review |
| 🟡 Account warning from Fiverr | HIGH | Screenshot + escalate to management immediately |
| 🟡 Client disputing delivery / requesting revision | HIGH | Notify the developer/designer + account manager |
| 🔵 New lead queries in inbox (SaaS, portfolio) | MEDIUM | Forward to sales team or reply with standard pitch |
| 🟢 Order auto-completed but no review | LOW | Add to feedback tracker + schedule follow-up |
💡 Escalation Golden Rule
If it can affect account level, revenue, or client satisfaction — escalate immediately. It's always better to over-communicate than to miss something critical. The cost of a false alarm is near zero. The cost of a missed escalation could be an account demotion.
📜 Do's & Don'ts
✅ DO's
- Report every day, even if only 1 action was taken
- Reply to clock-icon messages immediately
- Notify account managers for at-risk deliveries (<2 days)
- Mark expired review rows RED in the tracker (30+ days)
- Detail every acknowledgement with specific info per account
- File a ticket for every cancelled order without exception
- Reply to all new briefs with the portfolio pitch
- Personally DM the account manager when flagging deliveries
- Merge all feedback sheets into one central tracker
- Give reviews back when buyers leave reviews first
❌ DON'Ts
- Never skip daily reporting — even on idle days
- Don't interrupt active ongoing conversations being handled by others
- Don't assume someone else will handle an at-risk delivery
- Don't delete clients from the feedback tracker
- Don't send vague "all clear" without per-account details
- Don't wait for management to ask for your report
- Don't ignore Fiverr briefs — they are potential revenue
- Don't send bonus messages to clients with work still in progress
- Don't accept cancellation requests without management approval
- Don't maintain separate sheets — everything goes into one
🛡️ Cancellation Handling Strategy
🚨 KEY FACT: On Fiverr, a Full Refund REQUIRES Order Cancellation
There is no way to issue a full refund without cancelling the order on Fiverr. This means cancellations will happen. The strategy is NOT to avoid cancellation entirely — it is to accept the cancellation gracefully, then immediately file a Fiverr support ticket to remove the cancellation's negative impact from your account metrics and request compensation for work completed.
🥇 Step 0: PREVENT the Cancellation First — Then Make It Mutual
🚨 Why This Comes First
A cancellation is checked from Notifications within the last 24 hours. The moment a client raises a cancellation, your first job is to prevent it — not to accept it. A non-mutual cancellation (client disagrees / is unhappy) is a serious red flag and very often results in a 1-star rating. Remember: even after a cancellation, the client can still leave a rating. A forced or bitter cancellation = low stars. We avoid that at all costs.
- Acknowledge fast & calm. Reply within 1 hour, never argue.
- Show the work and effort done. Tell them clearly what we have already delivered: "We've already completed X, Y, Z and invested [20 / 50 / X hours] into your project." Make the value visible so they reconsider.
- Politely ask them to avoid the cancellation. Offer to fix, redo, or adjust anything — solve the real problem instead of cancelling.
- If they still insist — do not fight it. Move it to a mutual cancellation: both sides agree, client stays calm and satisfied.
- Full refund over a 1-star, every time. If the only way to keep it mutual and avoid a bad rating is a 100% full refund, give the full refund. A full refund is always better than risking a 1-star review. This is the main goal.
⚠️ The Rule
The cancellation must be mutual. If the client disagrees, that is not a good sign and it can cost us stars. We would rather fund the full refund than take the risk of a 1-star rating. Escalate to Shreyansh before processing any cancellation.
🎁 Always Offer Something Back for Their Time
💜 Make Them Feel It Was Worth Their Time
During the cancellation conversation, always express that the client gets real value in return for the time they invested with us. We have already done work for them — make that count. Lead with this; it is what turns a frustrated client into a calm, mutual, good-rating exit.
- ✅ Keep all the work — absolutely free of cost. Everything we have built for them is theirs to keep and use however they like, at no charge.
- ✅ Full refund if it comes to that — and they still keep the work. If a refund is needed, they get the refund and keep everything we delivered. Refund + work, both.
- ✅ One month of extra support, free. We will also provide one full month of additional support at no cost, so they are never left stranded.
Framing this clearly removes their reason to feel cheated of their time — which is exactly what protects us from a low rating.
The 3-Step Cancellation Recovery Strategy
| Step | Action | Details |
|---|---|---|
| 1 | Offer Full Refund + Completed Work | When a client wants to cancel, tell them you're happy to issue a full refund AND let them keep all completed work. Explain that the refund process on Fiverr requires the order to be cancelled. Be transparent and professional about it. |
| 2 | Accept the Cancellation | Since there is no other way to refund on Fiverr, accept the cancellation so the client receives their refund. Do this gracefully — the client should feel taken care of. |
| 3 | Immediately File Fiverr Support Ticket | Right after cancellation is processed, contact Fiverr Customer Support and request: (a) removal of the cancellation's negative impact from your account metrics (completion rate, seller level), and (b) compensation for the work you completed and delivered in good faith. |
💬 Real Chat Example: The "ideas123" (Shawn Rae) Case Study
📋 Scenario Context
Client "ideas123" (Shawn Rae) requested cancellation after work was already completed and delivered. The work met the original brief, but the client decided they no longer needed it. Here is the actual conversation showing how to handle this professionally.
"Hi, I would like to cancel this order. I no longer need the work done. Can you please accept the cancellation?"
"Hi Shawn,
Thank you so much for reaching out, and I completely understand — plans change, and that's perfectly okay!
I want to make sure you're fully taken care of. Here's what I'd like to do:
✅ Full refund — I'll process a complete refund for you right away
✅ Keep all the work — Everything we've completed is yours to keep and use however you'd like, absolutely free
Since Fiverr's refund system requires an order cancellation to process the refund, I'll go ahead and accept the cancellation so your money is returned promptly.
I really appreciated working with you, and if you ever need help in the future, I'm just a message away! 🙏"
"Wow, that's really kind of you! I wasn't expecting to keep the work. Thank you so much, I really appreciate it. I'll definitely come back in the future!"
✅ Result
The client left happy, we accepted the cancellation to process the refund, and then immediately filed a Fiverr support ticket requesting:
- 🛡️ Removal of the cancellation impact from our account metrics
- 💰 Compensation for the work that was completed and delivered
Fiverr Support reviewed the case, removed the cancellation effect from our seller metrics, and awarded compensation for the completed work.
📨 Fiverr Support Ticket Template — File IMMEDIATELY After Cancellation
🛡️ Timing is Critical
File this ticket the same day the cancellation is processed. Do NOT wait. The sooner you file, the more likely Fiverr will reverse the metric impact.
"Dear Fiverr Support Team,
I am writing regarding Order #[ORDER_NUMBER] with buyer [BUYER_USERNAME].
Situation: The buyer requested cancellation of this order after the work was fully completed and delivered. The cancellation was not related to the quality of our work — the buyer simply no longer needed the service. We accepted the cancellation to ensure the buyer received their refund, as Fiverr's system requires cancellation to process a refund.
Work Completed: [Describe the work — e.g., "Full Shopify store setup with 15 products, custom theme modifications, and SEO optimization. All deliverables were completed as per the original brief."]
Our Requests:
1️⃣ Remove this cancellation from affecting our account performance metrics — specifically our completion rate, order success rate, and seller level evaluation. This cancellation was buyer-initiated and unrelated to work quality.
2️⃣ Fair compensation for the work that was completed and delivered to the buyer prior to the cancellation. We invested [X hours/days] into this project.
We accepted the cancellation in good faith to accommodate the buyer's refund, but we believe our account standing should not be penalized for work that was delivered as promised.
Thank you for your assistance. We really appreciate Fiverr's support in protecting sellers who deliver quality work.
Best regards,
[YOUR SELLER NAME]"
⚠️ Critical Do's and Don'ts
✅ DO's
- Always respond to cancellation requests within 1 hour
- Offer the client their refund + all completed work to keep
- Explain that cancellation is needed to process the refund
- Accept the cancellation gracefully — keep the client happy
- File a Fiverr support ticket IMMEDIATELY after every cancellation
- Request BOTH metric removal AND compensation in every ticket
- Document the conversation with screenshots before cancellation
- Track all pending support tickets in your daily report
- Follow up on unresolved tickets after 48 hours
❌ DON'Ts
- Don't let a cancellation happen without filing the support ticket
- Don't be rude or argumentative with the client
- Don't ignore cancellation requests — they auto-escalate
- Don't forget to offer the completed work for free
- Don't skip the compensation request — always ask for it
- Don't delay the support ticket — file it the SAME DAY
- Don't panic — follow the process and stay professional
- Don't accept without notifying management first
💡 Why This Strategy Works
Since Fiverr requires cancellation for refunds, we can't avoid it. But by offering the completed work for free + a full refund, the client leaves extremely happy — they got even MORE than they expected. Then we protect our metrics by filing a support ticket with Fiverr explaining the situation. Fiverr's support team regularly removes cancellation impacts when the seller was not at fault, and often awards compensation for work completed in good faith.