Buyers ask for refunds. It happens across every service category, at every seller level, to sellers who deliver excellent work and to sellers who make genuine mistakes. How you respond matters — not just for the immediate situation, but for the private feedback that feeds your Success Score and for every future buyer who might read the public record of how this went.
The script that works for one refund situation actively makes another worse. Scenario one requires a different response from scenario four. This guide covers all four.
Before Using Any of These Scripts
Read the buyer's message twice before responding. The tone of their request — frustrated vs. confused vs. manipulative — tells you which scenario you are actually in. Responding to scenario two with the script for scenario four is more damaging than a slow reply.
Remember also that every message you send to a buyer may become part of a Resolution Centre record. Professional, factual, non-emotional language protects you regardless of which scenario unfolds.
Scenario 1: Buyer Asks for a Refund Before Delivery (Order in Progress)
The situation: The buyer has changed their mind, says they found someone else, or says their needs have changed. They want a refund before you have delivered anything.
The script:
Hi [name],
Thanks for letting me know. I have not started work on this yet [or: I am partway through — adjust to your actual situation], so I am happy to cancel the order.
I will initiate a mutual cancellation through the Resolution Centre now. You should receive a notification within a few minutes. Once you confirm, Fiverr processes the refund to your balance.
Let me know if you have any questions.
[Your name]
Why this works: It is professional, fast, and removes any ambiguity about what happens next. A buyer who wants to cancel before delivery and encounters friction becomes a much harder problem than one who receives a clean, professional cancellation. The word "balance" is accurate — Fiverr returns the funds to the buyer's Fiverr credit balance unless they specifically request a payment method refund, which Fiverr support handles separately.
What to watch for: If the buyer ordered, never submitted requirements, and has gone quiet — they may have forgotten or changed their mind. A cancellation in this case is appropriate, but initiate it as a seller cancellation citing "buyer unresponsive" rather than a mutual cancellation.
Scenario 2: Buyer Asks for a Refund After Delivery - Work Did Not Meet the Brief
The situation: You delivered. The buyer reviewed the work and it genuinely does not match what the brief specified. They are asking for a refund.
The script:
Hi [name],
I appreciate you taking the time to review the delivery. Looking at your original brief and what was delivered, I can see [specific element] did not land the way it should have.
Before we discuss a refund, I would like the chance to make this right. I can revise [specific element] to [specific correction] — that is well within the scope of the original brief and I can turn it around within [timeline].
If you would prefer a cancellation after reviewing the revision, I completely understand. But I think we can get this to where it needs to be. Would you like me to proceed with the revision?
[Your name]
Why this works: It acknowledges the problem without being defensive. It offers the revision before the cancellation because a satisfied revision produces a better outcome for both parties than a cancellation and refund. The offer of a cancellation after the revision shows good faith.
What not to say: "I followed the brief exactly." Even if true, this is received as defensive and shuts down the conversation rather than opening a path forward.
Scenario 3: Buyer Asks for a Refund After Accepting the Delivery
The situation: The buyer accepted the delivery — either manually or through auto-acceptance after three days. Now they are returning to ask for a refund, sometimes days later.
The script:
Hi [name],
Thanks for reaching out. I want to help resolve this if I can.
Just to be transparent about where we are: the order was accepted [mention if they accepted manually or if it auto-completed], which formally completed it through Fiverr's order process.
That said, if there is something specific that is not working for your use case, I am happy to discuss what I can do to help — whether that is a small adjustment as a follow-on order or something else.
Refunds on accepted orders are handled through Fiverr's support team rather than through me directly. If you want to pursue that route, you can contact Fiverr support at help.fiverr.com with the order details.
[Your name]
Why this works: It is honest about the process without being dismissive. It offers goodwill (a follow-on adjustment) while being accurate about how post-acceptance refunds work — Fiverr handles these, not the seller, and they typically require a policy basis. It directs the buyer to the correct channel rather than leaving them without a path forward.
What not to do: Do not agree to a refund on an accepted order through the inbox. This creates an informal agreement that Fiverr's system will not process and that could lead to a dispute or chargeback.
Scenario 4: Buyer Threatens a Bad Review Unless You Refund
The situation: The buyer explicitly or implicitly threatens to leave a negative review if you do not provide a refund or additional free work. "If you do not give me my money back I will leave the worst review possible."
The script:
Hi [name],
I understand you are frustrated, and I want to resolve this properly.
I am not able to offer a refund in exchange for a specific review outcome — Fiverr's policies do not allow review incentives in either direction, and I want our interaction to stay within those guidelines.
What I can do is address any specific issue with the delivery itself. If there is something that did not match the original brief, please describe it and I will correct it. That is what the revision process is for.
If you believe there is a genuine policy issue with this order, Fiverr's Resolution Centre is the right place to raise it, and I am happy to participate in that process.
[Your name]
Why this works: It acknowledges the frustration without conceding to the threat. It names what is happening — a review being used as leverage — factually rather than emotionally. It offers the legitimate path forward (revision for genuine issues, Resolution Centre for genuine disputes) without treating the threat as a valid negotiating position.
After sending this: Screenshot the threatening message immediately and report it through the Resolution Centre as review manipulation. Fiverr takes documented review extortion seriously. A review left following documented threats may be eligible for removal.
What not to say: "Please do not leave a bad review." This language acknowledges the threat as a bargaining chip and signals that it is working.
General Principles Across All Four Scenarios
Always respond within a few hours. A buyer waiting 24 hours for a response to a refund request escalates faster than one who receives a quick, professional reply.
Always use the formal Resolution Centre for cancellations, not inbox agreements. Informal inbox cancellations leave the order technically active and create ambiguity.
Never express frustration, even privately. Messages are a record. A professional tone throughout protects you in any escalation.
For the broader dispute resolution strategy including how cancellations affect your metrics and how to protect your Success Score through difficult orders, see the orders and cancellations guide.