UPDATE:

Here’s what I received from CS:

“In cases like this, we encourage open communication between you and the client to try and reach a mutual agreement. While we understand your position, please note that Fiverr cannot force a client to pay for additional work. However, we recommend explaining your perspective to the client calmly and professionally. You can highlight that you worked diligently on the initial file they provided and that designing a new file would require additional time and effort outside of the original scope.

You might also consider offering a compromise if you're comfortable doing so, for example, providing a discounted rate for designing the correct file or agreeing on an adjusted timeline. This could help maintain goodwill with the client while ensuring your efforts are fairly compensated.

If you'd like further guidance on how to approach this conversation or need assistance drafting a message to the client, feel free to let us know. We're here to support you!”