Problem with Order: Seller's Options

If there is a problem with an order, please try to resolve the problem with the buyer first.
Options on BrickLink:
  • Contact the Buyer - E-Mail communication may be unreliable at times and it may be possible that the buyer is not receiving your e-mails. If you do not get a reply to an e-mail, contact the buyer using the My Messages system. Enter the order ID on the Contact Form and send the message. In your Outbox, you can later see whether or not the buyer has read your message.

  • Order Cancel Request - If you want to cancel the order after it was submitted and the reason is listed in the Order Cancellation Policy as a valid reason to cancel, you may file an Order Cancel Request. Neither the seller nor the buyer is penalized for cancelling an order via an Order Cancel Request. You can then cancel the order on the same page at any time after filing an Order Cancel Request.

  • Non-Paying Buyer Alert - You can file a Non-Paying Buyer Alert if the buyer has not responded and/or has not paid.

    The complaint can be filed if at least 7 days have passed from the order date.

    If the buyer doesn't respond to the complaint on the problem order page, you can Cancel the Order 1 week from filing the alert which will complete the complaint. If the buyer responds and the situation is not resolved, you can cancel the order 2 weeks from filing the alert. The buyer also has an option to accept the penalty and change the order status to NPX, in which case you can then cancel the order at any time. If a buyer has 3 orders cancelled via NPB, their buying privileges are permanently revoked.

    If the problem is resolved, please remove the complaint on the same page where it was filed.

    If an NPB is filed and the buyer contacts BrickLink with proof of payment then the NPB will be removed.

  • Feedback - Post appropriate Feedback to the buyer.
Chargeback:
If a package is lost in the mail and the buyer files a chargeback with their payment service and receives their money back:
  • If a Non-Shipping Seller Alert is filed, the alert will be removed by BrickLink if the seller contacts BrickLink and provides proof that they shipped the order.

  • If a Non-Paying Buyer Alert is filed, the alert will be removed by BrickLink if the buyer contacts BrickLink and provides proof that they intially paid for the order.