| Discussion Forum: Thread 324176 |
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| | | Author: | Papanours  | | Posted: | Jul 18, 2022 08:09 | | Subject: | How quickly should sellers resolve problems? | | Viewed: | 148 times | | Topic: | Problem Order | |
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| Hello,
I currently have two orders with problems and I'd like to know how much time
on average a seller should be given to 1) answer and acknowledge a complaint
and 2) solve the problem.
Problem 1) fake Lego received (a good copy so seller didn't notice). I immediately
notified the seller and he quickly offered a full refund which I quickly accepted.
2 days later and still no refund.
Problem 2) new minifig delivered with clear blemish on torso (more than a simple
scratch).
I immdeiately sent a message through Bricklink and photos by email. 2 says later
and no reply.
I know this is subjective, but given how serious the problems are (fake Lego
& flawed "new" item) I think it is only reasonable that a seller should act quickly.
However, I am not a seller so I don't know how much work running a store
can be.
How long should I wait before taking the next step (NSS? or Paypal complaint?).
How long should I wait before sending a reminder?
thanks in advance
NT
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| | | | | Author: | alexwilcox | | Posted: | Jul 18, 2022 08:22 | | Subject: | Re: How quickly should sellers resolve problems? | | Viewed: | 39 times | | Topic: | Problem Order | |
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| In Problem Order, Papanours writes:
| | Hello,
I currently have two orders with problems and I'd like to know how much time
on average a seller should be given to 1) answer and acknowledge a complaint
and 2) solve the problem.
Problem 1) fake Lego received (a good copy so seller didn't notice). I immediately
notified the seller and he quickly offered a full refund which I quickly accepted.
2 days later and still no refund.
Problem 2) new minifig delivered with clear blemish on torso (more than a simple
scratch).
I immdeiately sent a message through Bricklink and photos by email. 2 says later
and no reply.
I know this is subjective, but given how serious the problems are (fake Lego
& flawed "new" item) I think it is only reasonable that a seller should act quickly.
However, I am not a seller so I don't know how much work running a store
can be.
How long should I wait before taking the next step (NSS? or Paypal complaint?).
How long should I wait before sending a reminder?
thanks in advance
NT
|
Most sellers run their stores part time and have other 'proper' jobs
- obviously some of the larger stores do this full time so really depends on
the seller.
Personally I try and reply as quickly as possible - generally the same/next day.
But it really would depend on the sellers situation.
I think you need to allow a maximum of 7 days for them to reply, maybe a reminder
after 3 or 4 days if no replies.
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| | | | | | | Author: | psusaxman2000 | | Posted: | Jul 18, 2022 08:25 | | Subject: | Re: How quickly should sellers resolve problems? | | Viewed: | 46 times | | Topic: | Problem Order | |
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| In Problem Order, alexwilcox writes:
| | In Problem Order, Papanours writes:
| | Hello,
I currently have two orders with problems and I'd like to know how much time
on average a seller should be given to 1) answer and acknowledge a complaint
and 2) solve the problem.
Problem 1) fake Lego received (a good copy so seller didn't notice). I immediately
notified the seller and he quickly offered a full refund which I quickly accepted.
2 days later and still no refund.
Problem 2) new minifig delivered with clear blemish on torso (more than a simple
scratch).
I immdeiately sent a message through Bricklink and photos by email. 2 says later
and no reply.
I know this is subjective, but given how serious the problems are (fake Lego
& flawed "new" item) I think it is only reasonable that a seller should act quickly.
However, I am not a seller so I don't know how much work running a store
can be.
How long should I wait before taking the next step (NSS? or Paypal complaint?).
How long should I wait before sending a reminder?
thanks in advance
NT
|
Most sellers run their stores part time and have other 'proper' jobs
- obviously some of the larger stores do this full time so really depends on
the seller.
Personally I try and reply as quickly as possible - generally the same/next day.
But it really would depend on the sellers situation.
I think you need to allow a maximum of 7 days for them to reply, maybe a reminder
after 3 or 4 days if no replies.
|
Additionally keep in mind that it was the weekend and some people don't manage
and opperate on the weekend either. I would say 5-7 days before I send another
reminder/message.
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| | | | | | | | | Author: | zorbanj | | Posted: | Jul 18, 2022 08:49 | | Subject: | Re: How quickly should sellers resolve problems? | | Viewed: | 39 times | | Topic: | Problem Order | |
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| In Problem Order, psusaxman2000 writes:
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| |
Most sellers run their stores part time and have other 'proper' jobs
- obviously some of the larger stores do this full time so really depends on
the seller.
Personally I try and reply as quickly as possible - generally the same/next day.
But it really would depend on the sellers situation.
I think you need to allow a maximum of 7 days for them to reply, maybe a reminder
after 3 or 4 days if no replies.
|
Additionally keep in mind that it was the weekend and some people don't manage
and opperate on the weekend either. I would say 5-7 days before I send another
reminder/message.
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Also, for the refund, there may be a time lag due to the payment processor.
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| | | | | | | | | | | Author: | yorbrick | | Posted: | Jul 18, 2022 09:11 | | Subject: | Re: How quickly should sellers resolve problems? | | Viewed: | 40 times | | Topic: | Problem Order | |
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| | | Also, for the refund, there may be a time lag due to the payment processor.
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Not only that, but I'm not sure the buyer even gets notified of a refund
when it is made, and they might need to check their paypal account to see the
refund.
I had a buyer checkout, select the shipping costs (which were for a parcel) and
pay. When I packed the order, it was clearly a large letter and so I packed as
such and refunded the excess postage at that time. A few days later after it
arrived I got a rather abusive email accusing me of profiteering from postage.
So I replied that they had already been refunded when I packed the order as they
had selected parcel rate instead of large letter rate. I never heard back again.
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| | | | | Author: | rab1234 | | Posted: | Jul 18, 2022 18:28 | | Subject: | Re: How quickly should sellers resolve problems? | | Viewed: | 30 times | | Topic: | Problem Order | |
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| Agree with what others have said about giving a bit more time in general due
to possibility of a part time seller and that they may have already issued the
refund but it hasn’t posted. However…
I would also say that the type of seller who lists used as new and isn’t careful
about fake LEGO is also going to be slower to respond in general. Do they have
any other comments about “new” LEGO appearing used? A lot of sellers seem to
have low standard of what new means despite the clear definition by Bricklink.
In Problem Order, Papanours writes:
| | Hello,
I currently have two orders with problems and I'd like to know how much time
on average a seller should be given to 1) answer and acknowledge a complaint
and 2) solve the problem.
Problem 1) fake Lego received (a good copy so seller didn't notice). I immediately
notified the seller and he quickly offered a full refund which I quickly accepted.
2 days later and still no refund.
Problem 2) new minifig delivered with clear blemish on torso (more than a simple
scratch).
I immdeiately sent a message through Bricklink and photos by email. 2 says later
and no reply.
I know this is subjective, but given how serious the problems are (fake Lego
& flawed "new" item) I think it is only reasonable that a seller should act quickly.
However, I am not a seller so I don't know how much work running a store
can be.
How long should I wait before taking the next step (NSS? or Paypal complaint?).
How long should I wait before sending a reminder?
thanks in advance
NT
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France, Bourgogne-Franche-Comté
United Kingdom, England
USA, Pennsylvania
