| Discussion Forum: Thread 329242 |
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| | | Author: | Flukebong  | | Posted: | Oct 31, 2022 08:25 | | Subject: | Inappropriate buyer NSS and refund request | | Viewed: | 226 times | | Topic: | Problem Order | |
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| Dear all,
Recently got a buyer complain about an international order and abusively use
of NSS request.
He picked the lowest cost "surface mail" (i.e. by Ship) postal service.
Claiming of waiting too long, seller didn't ship the item and request for
refund.
Actually, the item was posted on the next day right after the payment.
And local post office handed over it to sea carrier after few weeks (it is totally
out of my responsibility and control about shipping logistics as a Bricklink
seller)
This is totally ridiculous while I have obtained the shipping certificate from
post office for the posting.
I already engaged the postal office in both countries and obtained the proof
of shipment and confirmed the parcel has arrived to target country. Officially,
the item is still on the way of delivery.
I submitted the related documents to Bricklink via "Help - Removal NSS request",
but so far there is no indication on the followup progress.
Are there any more effective way to engage Bricklink Admin for the followup?
Or is this the correct way to handle such case for NSS removal request?
Thank you.
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| | | | | Author: | peregrinator | | Posted: | Oct 31, 2022 08:40 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 85 times | | Topic: | Problem Order | |
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| In Problem Order, Flukebong writes:
| | Actually, the item was posted on the next day right after the payment.
And local post office handed over it to sea carrier after few weeks (it is totally
out of my responsibility and control about shipping logistics as a Bricklink
seller)
|
It's out of your control, but not out of your responsibility. For better
or worse, the seller is responsible for getting the order to the buyer.
| | Are there any more effective way to engage Bricklink Admin for the followup?
Or is this the correct way to handle such case for NSS removal request?
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It seems you've done everything correctly so far.
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| | | | | Author: | Nubs_Select | | Posted: | Oct 31, 2022 11:53 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 73 times | | Topic: | Problem Order | |
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| Depends entirely how long it’s been if it’s been longer than normal the correct
thing (and legal thing) is to just refund the buyer as it’s the seller responsibility
for delivery of the item and you are only subcontracting that out to a post office(s)
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| | | | | | | Author: | Flukebong | | Posted: | Oct 31, 2022 23:11 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 54 times | | Topic: | Problem Order | |
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| In Problem Order, Nubs_Select writes:
| | Depends entirely how long it’s been if it’s been longer than normal the correct
thing (and legal thing) is to just refund the buyer as it’s the seller responsibility
for delivery of the item and you are only subcontracting that out to a post office(s)
|
Agree, but the complain is about non-shiping.
Instead, the fact is the shipping is already done and it is in progress.
Usually the local post office does not have a legal/guarantee SLA of service
delivery, instead they just have a delivery timeline for different service for
REFERENCE only. And it does not include delivery delay if any. (Every party accepted
the service payment and do their parts)
What will happen if the NSS timeline is over (i.e. cancelled by buyer) but the
delivery reachs the buyer afterwards?
Is there an option in Bricklink to re-open the cancelled case?
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| | | | | | | | | Author: | Nubs_Select | | Posted: | Oct 31, 2022 23:18 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 40 times | | Topic: | Problem Order | |
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| If I remember correctly you have to provide either proof of shipment or proof
of refund to bricklink in order to get the NSS removed by bricklink.
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| | | | | | | | | Author: | Nubs_Select | | Posted: | Oct 31, 2022 23:27 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 54 times | | Topic: | Problem Order | |
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| In Problem Order, Flukebong writes:
| | In Problem Order, Nubs_Select writes:
| | Depends entirely how long it’s been if it’s been longer than normal the correct
thing (and legal thing) is to just refund the buyer as it’s the seller responsibility
for delivery of the item and you are only subcontracting that out to a post office(s)
|
Agree, but the complain is about non-shiping.
Instead, the fact is the shipping is already done and it is in progress.
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You should be able to submit proof of shipping to bricklink and (eventually when
they get around to it) they should remove it
| | Usually the local post office does not have a legal/guarantee SLA of service
delivery, instead they just have a delivery timeline for different service for
REFERENCE only. And it does not include delivery delay if any. (Every party accepted
the service payment and do their parts)
|
It depends on how patient the buyer is. on the other site that rymes with radioactive
decay I once has a buyer successfully get a refund from ebay after only a week
or 2 since that was the delivery estimate
| | What will happen if the NSS timeline is over (i.e. cancelled by buyer) but the
delivery reachs the buyer afterwards?
Is there an option in Bricklink to re-open the cancelled case?
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Dont think so but if you provide the proof of shipment or proof of refund you
should be able to get the NSS removed but as for Paypal or the bank you may have
more difficulties with them...
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| | | | | | | | | | | Author: | Flukebong | | Posted: | Nov 2, 2022 11:37 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 25 times | | Topic: | Problem Order | |
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| In Problem Order, Nubs_Select writes:
| | In Problem Order, Flukebong writes:
| | In Problem Order, Nubs_Select writes:
| | Depends entirely how long it’s been if it’s been longer than normal the correct
thing (and legal thing) is to just refund the buyer as it’s the seller responsibility
for delivery of the item and you are only subcontracting that out to a post office(s)
|
Agree, but the complain is about non-shiping.
Instead, the fact is the shipping is already done and it is in progress.
|
You should be able to submit proof of shipping to bricklink and (eventually when
they get around to it) they should remove it
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Exactly, I uploaded the shipping certificate from Local Post office and also
the formal update of delivery in progress USA postal office.
But so far I don't have any feedback from Bricklink admin.
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| | Usually the local post office does not have a legal/guarantee SLA of service
delivery, instead they just have a delivery timeline for different service for
REFERENCE only. And it does not include delivery delay if any. (Every party accepted
the service payment and do their parts)
|
It depends on how patient the buyer is. on the other site that rymes with radioactive
decay I once has a buyer successfully get a refund from ebay after only a week
or 2 since that was the delivery estimate
| | What will happen if the NSS timeline is over (i.e. cancelled by buyer) but the
delivery reachs the buyer afterwards?
Is there an option in Bricklink to re-open the cancelled case?
|
Dont think so but if you provide the proof of shipment or proof of refund you
should be able to get the NSS removed but as for Paypal or the bank you may have
more difficulties with them...
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| | | | | | | | | | | | | Author: | Nubs_Select | | Posted: | Nov 2, 2022 11:40 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 18 times | | Topic: | Problem Order | |
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| | | Exactly, I uploaded the shipping certificate from Local Post office and also
the formal update of delivery in progress USA postal office.
But so far I don't have any feedback from Bricklink admin.
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This process can sometimes take a very long time so beware. (side note I can’t
say I know for sure what happens if the admins get to it after the nss is completed
so hopefully a more knowledgeable member will step in)
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| | | | | | | | | Author: | 1001bricks | | Posted: | Oct 31, 2022 23:37 | | Subject: | (Cancelled) | | Viewed: | 36 times | | Topic: | Problem Order | |
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| | (Cancelled) |
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| | | | | | | | | Author: | 1001bricks | | Posted: | Oct 31, 2022 23:39 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 57 times | | Topic: | Problem Order | |
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| In Problem Order, Flukebong writes:
| | In Problem Order, Nubs_Select writes:
| | Depends entirely how long it’s been if it’s been longer than normal the correct
thing (and legal thing) is to just refund the buyer as it’s the seller responsibility
for delivery of the item and you are only subcontracting that out to a post office(s)
|
Agree, but the complain is about non-shiping.
Instead, the fact is the shipping is already done and it is in progress.
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Oh wow, much complication.
Apologizes if I'm harsh.
1) Never ever anymore ship surface. That was OK 30 years ago - but with Amazon
you receive next day 
2) NSS will close your shop. I mean: 3 completed and it's over. If it's
an amount you can afford (relativelely small) refund it and ask buyer to remove
the NSS - if not, ask administration to do so. If it's refunded you'll
have no problem.
3) Buyer can any time open a PayPal/Stripe claim or cash back up to 6 months
after... you will not win at this game.
In short: revise shipping options, kindly but quickly close the current problem.
HTH?
Sylvain
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| | | | | | | | | | | Author: | Flukebong | | Posted: | Nov 2, 2022 11:43 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 27 times | | Topic: | Problem Order | |
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| In Problem Order, 1001bricks writes:
| | In Problem Order, Flukebong writes:
| | In Problem Order, Nubs_Select writes:
| | Depends entirely how long it’s been if it’s been longer than normal the correct
thing (and legal thing) is to just refund the buyer as it’s the seller responsibility
for delivery of the item and you are only subcontracting that out to a post office(s)
|
Agree, but the complain is about non-shiping.
Instead, the fact is the shipping is already done and it is in progress.
|
Oh wow, much complication.
Apologizes if I'm harsh.
1) Never ever anymore ship surface. That was OK 30 years ago - but with Amazon
you receive next day
|
Yeah, "Surface mail" was used because there was Covid control in my country with
USA and no other way for postal to USA with large package at that moment.
I shut down this option once the restriction control is relieved.
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2) NSS will close your shop. I mean: 3 completed and it's over. If it's
an amount you can afford (relativelely small) refund it and ask buyer to remove
the NSS - if not, ask administration to do so. If it's refunded you'll
have no problem.
3) Buyer can any time open a PayPal/Stripe claim or cash back up to 6 months
after... you will not win at this game.
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Can I submit the same proof to PayPal ? In case Bricklink admin are still sleeping...
Any seller had similar experience?
| |
In short: revise shipping options, kindly but quickly close the current problem.
HTH?
Sylvain
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| | | | | | | | | | | | | Author: | Nubs_Select | | Posted: | Nov 2, 2022 11:49 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 22 times | | Topic: | Problem Order | |
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| | | Can I submit the same proof to PayPal ? In case Bricklink admin are still sleeping...
Any seller had similar experience?
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You probably can but it won’t do anything unless you have proof of delivery
or the like as PayPal or the bank won’t really care even if the buyer was willing
to wait longer at time of purchase.
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| | | | | | | | | | | | | Author: | wildchicken13 | | Posted: | Nov 2, 2022 11:57 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 42 times | | Topic: | Problem Order | |
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| In Problem Order, Flukebong writes:
| | Can I submit the same proof to PayPal ? In case Bricklink admin are still sleeping...
Any seller had similar experience?
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PayPal can't do anything about an NSS on BrickLink. If the BrickLink admins
don't respond soon, then I would recommend giving the buyer a full refund
and politely asking them to remove the NSS. You will lose money of course, but
three or more NSSs will permanently shut down your store. Just because you have
proof of shipping does not mean that you are off the hook.
Also try the help desk, if you have not done so already: https://helpdesk.bricklink.com/Main/
Sometimes, that is enough to wake up the sleeping admins.
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| | | | | Author: | Hal8472 | | Posted: | Oct 31, 2022 12:10 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 81 times | | Topic: | Problem Order | |
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| In Problem Order, Flukebong writes:
| | Dear all,
Recently got a buyer complain about an international order and abusively use
of NSS request.
He picked the lowest cost "surface mail" (i.e. by Ship) postal service.
Claiming of waiting too long, seller didn't ship the item and request for
refund.
Actually, the item was posted on the next day right after the payment.
And local post office handed over it to sea carrier after few weeks (it is totally
out of my responsibility and control about shipping logistics as a Bricklink
seller)
This is totally ridiculous while I have obtained the shipping certificate from
post office for the posting.
I already engaged the postal office in both countries and obtained the proof
of shipment and confirmed the parcel has arrived to target country. Officially,
the item is still on the way of delivery.
I submitted the related documents to Bricklink via "Help - Removal NSS request",
but so far there is no indication on the followup progress.
Are there any more effective way to engage Bricklink Admin for the followup?
Or is this the correct way to handle such case for NSS removal request?
Thank you.
|
I agree with your frustration. You gave the buyer a choice and they wanted to
save money through waiting. Then instead of waiting they put you in a difficult
situation. I don’t agree with having to refund because the buyer miscalculated
the accurate shipping time of their choices. You deserve some protection.
Otherwise you may instead want to ship the faster and more expensive options.
I hope not because I appreciate cheap and slow.
Andrew
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| | | | | | | Author: | yorbrick | | Posted: | Nov 1, 2022 03:43 | | Subject: | Re: Inappropriate buyer NSS and refund request | | Viewed: | 52 times | | Topic: | Problem Order | |
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| | | You deserve some protection.
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Sellers already do to some extent. They get to choose what shipping options to
use and get the buyer to pay for insurance or tracking at whatever level the
seller is happy with based on the purchase price.
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Hong Kong
USA, New Jersey
Canada, Ontario
France, Provence-Alpes-Côte d'Azur
United Kingdom, England