| Discussion Forum: Thread 284776 |
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| | | Author: | CanadaFirst  | | Posted: | Feb 26, 2021 14:06 | | Subject: | No longer make NSS default communication | | Viewed: | 136 times | | Topic: | Suggestions | | Status: | Open | | Vote: | [Yes|No] | |
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| We've had this situaton happen a couple of times in the past:
A new or new-ish user to the site places and order and receives it. There is
either a part missing, something that got broken in transit or any other situation.
The user, not being used to dealing with the platform, goes to the order and
sees the 'report a problem' link. They click it, follow the instructions
and then BLAM! we have an NSS to deal with. When we explain the situation to
them they understand that they should have sent a message and they remove the
NSS but this is counterintuitive.
If someone clicks on the 'report a problem' link the system should work
differently. Example, they click the link, select that a part was missing
or whatever and then they get a popup with two choices. One is contact buyer
and sends a message, the other is create an NSS and it has something like 'I
contacted the buyer and did not receive a response for 24 hours and want to go
ahead with further escalation' or something to that effect.
This would make things easier on everyone and help educate customers better.
Last time we received such an NSS, the client removed it and said that he had
realized that he had made the mistake himself while ordering, this never should
have been escalated. NSS is a process that requires a lot more work to resolve
than simple messages.
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| | | | | Author: | Emporiosa | | Posted: | Feb 26, 2021 15:09 | | Subject: | Re: No longer make NSS default communication | | Viewed: | 39 times | | Topic: | Suggestions | |
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| In Suggestions, CanadaFirst writes:
| | We've had this situaton happen a couple of times in the past:
A new or new-ish user to the site places and order and receives it. There is
either a part missing, something that got broken in transit or any other situation.
The user, not being used to dealing with the platform, goes to the order and
sees the 'report a problem' link. They click it, follow the instructions
and then BLAM! we have an NSS to deal with. When we explain the situation to
them they understand that they should have sent a message and they remove the
NSS but this is counterintuitive.
If someone clicks on the 'report a problem' link the system should work
differently. Example, they click the link, select that a part was missing
or whatever and then they get a popup with two choices. One is contact buyer
and sends a message, the other is create an NSS and it has something like 'I
contacted the buyer and did not receive a response for 24 hours and want to go
ahead with further escalation' or something to that effect.
This would make things easier on everyone and help educate customers better.
Last time we received such an NSS, the client removed it and said that he had
realized that he had made the mistake himself while ordering, this never should
have been escalated. NSS is a process that requires a lot more work to resolve
than simple messages.
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Voted yes; it's not the buyer's fault as the current system points them
in that direction. This would help everyone in the BL community.
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| | | | | | | Author: | CanadaFirst | | Posted: | Feb 26, 2021 15:18 | | Subject: | Re: No longer make NSS default communication | | Viewed: | 31 times | | Topic: | Suggestions | |
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| | Agreed, not blaming the buyers for this, it's the system that's problematic. |
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| | | | | Author: | bje | | Posted: | Feb 26, 2021 15:38 | | Subject: | Re: No longer make NSS default communication | | Viewed: | 56 times | | Topic: | Suggestions | |
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| THIS
Is the only good thing in XP. I've often wondered why BrickLink would go
break the NPB system,break the order status system, break the inventory system
and break the helpdesk system in their drive to make XP the only workable thing
around here, when they at least could have brought this over to the main site
and have given both buyers and sellers modern tools to resolve issues without
it going the aggro way first and foremost.
But sellers should have problem resolution terms too, and sellers should be knowledgeable.
How many sellers do not know that an incomplete order is also an NSS. So what
must the buyer do when faced with a seller who does not know the basics of the
platform?
So bring the problem resolution tools over to the main site, but with a caveat
- if a buyer chooses the wrong option, such as filing an NSS when the order has
been shipped, then there must be some way for sellers to fix the fact that the
reporting is wrong, without resorting to the helpdesk or making new users jump
through hoops.
In Suggestions, CanadaFirst writes:
| | We've had this situaton happen a couple of times in the past:
A new or new-ish user to the site places and order and receives it. There is
either a part missing, something that got broken in transit or any other situation.
The user, not being used to dealing with the platform, goes to the order and
sees the 'report a problem' link. They click it, follow the instructions
and then BLAM! we have an NSS to deal with. When we explain the situation to
them they understand that they should have sent a message and they remove the
NSS but this is counterintuitive.
If someone clicks on the 'report a problem' link the system should work
differently. Example, they click the link, select that a part was missing
or whatever and then they get a popup with two choices. One is contact buyer
and sends a message, the other is create an NSS and it has something like 'I
contacted the buyer and did not receive a response for 24 hours and want to go
ahead with further escalation' or something to that effect.
This would make things easier on everyone and help educate customers better.
Last time we received such an NSS, the client removed it and said that he had
realized that he had made the mistake himself while ordering, this never should
have been escalated. NSS is a process that requires a lot more work to resolve
than simple messages.
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