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| | | Author: | Friend.bricks  | | Posted: | Dec 30, 2021 11:52 | | Subject: | What can we do to remove NSS? | | Viewed: | 213 times | | Topic: | Problem Order | |
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| Hi,
We wish to kindly ask for help with NSS. Buyer placed an order with us and asked
for cheapest shipping. We replied that it would have no tracking and no insurance
in that case. As he accepted that and paid his invoice, we shipped his order
without tracking and insurance - as he ask for. Several days ago, he contacted
us that he still did not get his order. We very politely explained that there
is not much we can do right now – maybe there is only delay with shipment (Christmas
time) and if by chance order would be returned to us we will inform him. We also
asked him if there is anything else, we could do for him. As he still did not
get his order after few next days he issued NSS and he is saying that he has
no proof no reason to believe we shipped his order and even if we shipped it
and if it is lost, it is our fault and we are responsible for it.
In our store terms and conditions is written that if order is not insured we
are not responsible for damaged or lost shipment. Isn’t it so that, if buyer
requires shipping without tracking and insurance and if we have in our store
terms and conditions written that we are not responsible for lost or damaged
shipments if they are not insured, so if he place an order he agrees with our
terms and conditions and he is accepting that risk of damaged or lost shipment
is on his shoulders?
We shipped over 2000 orders in last 10 years and even 30-50% of them were send
without tracking and insurance we did not have such a problem in the past.
Is there anything we can do to protect ourselves? Buyer paid via Paypal. We are
getting suspicious whether the buyer did not plan this. What if he already got
his order, he is saying that he do not have it and wish to get refund. We will
never get any proof if he got it or not. From buyers 24 orders he already has
1 NPB with negative feedback.
Please what can we do? Many thanks for your advices and support.
Best wishes,
Friend
Friend.bricks
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| | | | | Author: | Brick_Qc | | Posted: | Dec 30, 2021 12:03 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 71 times | | Topic: | Problem Order | |
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| In Problem Order, Friend.bricks writes:
| | Hi,
We wish to kindly ask for help with NSS. Buyer placed an order with us and asked
for cheapest shipping. We replied that it would have no tracking and no insurance
in that case. As he accepted that and paid his invoice, we shipped his order
without tracking and insurance - as he ask for. Several days ago, he contacted
us that he still did not get his order. We very politely explained that there
is not much we can do right now – maybe there is only delay with shipment (Christmas
time) and if by chance order would be returned to us we will inform him. We also
asked him if there is anything else, we could do for him. As he still did not
get his order after few next days he issued NSS and he is saying that he has
no proof no reason to believe we shipped his order and even if we shipped it
and if it is lost, it is our fault and we are responsible for it.
In our store terms and conditions is written that if order is not insured we
are not responsible for damaged or lost shipment. Isn’t it so that, if buyer
requires shipping without tracking and insurance and if we have in our store
terms and conditions written that we are not responsible for lost or damaged
shipments if they are not insured, so if he place an order he agrees with our
terms and conditions and he is accepting that risk of damaged or lost shipment
is on his shoulders?
We shipped over 2000 orders in last 10 years and even 30-50% of them were send
without tracking and insurance we did not have such a problem in the past.
Is there anything we can do to protect ourselves? Buyer paid via Paypal. We are
getting suspicious whether the buyer did not plan this. What if he already got
his order, he is saying that he do not have it and wish to get refund. We will
never get any proof if he got it or not. From buyers 24 orders he already has
1 NPB with negative feedback.
Please what can we do? Many thanks for your advices and support.
Best wishes,
Friend
Friend.bricks
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Your terms that you're not responsible aren't right, you are responsible
for the safe arrival of the orders you ship. Tracking, insured or not.
Writting anything contrary in one's store rules doesn't change anything.
The government laws and Paypal rules are the only constant in our little universe.
Refund your buyer and move on.
If you don't agree, remove the no tracking shipping options from your store.
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| | | | | Author: | peregrinator | | Posted: | Dec 30, 2021 12:35 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 64 times | | Topic: | Problem Order | |
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| In Problem Order, Friend.bricks writes:
| | Please what can we do? Many thanks for your advices and support.
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I don't think you have an option other than to refund the buyer. Hopefully
it wasn't a large order.
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| | | | | Author: | Teup | | Posted: | Dec 30, 2021 13:09 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 55 times | | Topic: | Problem Order | |
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| In Problem Order, Friend.bricks writes:
| | In our store terms and conditions is written that if order is not insured we
are not responsible for damaged or lost shipment. Isn’t it so that, if buyer
requires shipping without tracking and insurance and if we have in our store
terms and conditions written that we are not responsible for lost or damaged
shipments if they are not insured, so if he place an order he agrees with our
terms and conditions and he is accepting that risk of damaged or lost shipment
is on his shoulders?
|
No. I also believed this in the past, but I was wrong. If your buyer is from
the EU, or AFAIK the UK or US, consumer rights apply to them. This includes not
having these risks in ecommerce. As a seller, you have agreed to the Bricklink
seller terms. If you read them, you'll see it asks you explicitly to respect
consumer rights.
So the NSS is correct. Put yourself in their position: If you bought something
online from a store, and you did not receive anything, I think you'll demand
your money back or receive the item, too? It would be odd to just shrug and move
on.
It's great that you didn't have this problem in the past. That means
that if you simply refund all lost orders, remove the "risky option" from your
store, your customers are going to be much more impressed by the professionalism
of your store, while it hardly costs you anything (after all, it rarely happens).
Everyone profits, so it's a simple solution IMO.
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| | | | | Author: | kzinti | | Posted: | Dec 30, 2021 17:56 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 60 times | | Topic: | Problem Order | |
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| In Problem Order, Friend.bricks writes:
| | Hi,
We wish to kindly ask for help with NSS. Buyer placed an order with us and asked
for cheapest shipping. We replied that it would have no tracking and no insurance
in that case. As he accepted that and paid his invoice, we shipped his order
without tracking and insurance - as he ask for. Several days ago, he contacted
us that he still did not get his order. We very politely explained that there
is not much we can do right now – maybe there is only delay with shipment (Christmas
time) and if by chance order would be returned to us we will inform him. We also
asked him if there is anything else, we could do for him. As he still did not
get his order after few next days he issued NSS and he is saying that he has
no proof no reason to believe we shipped his order and even if we shipped it
and if it is lost, it is our fault and we are responsible for it.
In our store terms and conditions is written that if order is not insured we
are not responsible for damaged or lost shipment. Isn’t it so that, if buyer
requires shipping without tracking and insurance and if we have in our store
terms and conditions written that we are not responsible for lost or damaged
shipments if they are not insured, so if he place an order he agrees with our
terms and conditions and he is accepting that risk of damaged or lost shipment
is on his shoulders?
We shipped over 2000 orders in last 10 years and even 30-50% of them were send
without tracking and insurance we did not have such a problem in the past.
Is there anything we can do to protect ourselves? Buyer paid via Paypal. We are
getting suspicious whether the buyer did not plan this. What if he already got
his order, he is saying that he do not have it and wish to get refund. We will
never get any proof if he got it or not. From buyers 24 orders he already has
1 NPB with negative feedback.
Please what can we do? Many thanks for your advices and support.
Best wishes,
Friend
Friend.bricks
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If you have a receipt from purchasing shipping, or a photo of the label, respond
to NSS with that information. You have indeed shipped it, but it has not arrived
yet. NSS deals with non-shipment. If you have proof, present it, tracking or
not, and if you have copies of the emails with the Buyer where they agree to
take the responsibility for lost package, include copies of that as well.
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| | | | | | | Author: | zorbanj | | Posted: | Dec 30, 2021 22:37 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 73 times | | Topic: | Problem Order | |
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| This should take care of the NSS, but the seller will automatically lose the
inevitable PayPal claim. PayPal and untracked shipping are fundamentally incompatible.
In Problem Order, kzinti writes:
| |
If you have a receipt from purchasing shipping, or a photo of the label, respond
to NSS with that information. You have indeed shipped it, but it has not arrived
yet. NSS deals with non-shipment. If you have proof, present it, tracking or
not, and if you have copies of the emails with the Buyer where they agree to
take the responsibility for lost package, include copies of that as well.
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| | | | | | | | | Author: | kzinti | | Posted: | Dec 31, 2021 12:29 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 60 times | | Topic: | Problem Order | |
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| In Problem Order, zorbanj writes:
| | This should take care of the NSS, but the seller will automatically lose the
inevitable PayPal claim. PayPal and untracked shipping are fundamentally incompatible.
In Problem Order, kzinti writes:
| |
If you have a receipt from purchasing shipping, or a photo of the label, respond
to NSS with that information. You have indeed shipped it, but it has not arrived
yet. NSS deals with non-shipment. If you have proof, present it, tracking or
not, and if you have copies of the emails with the Buyer where they agree to
take the responsibility for lost package, include copies of that as well.
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Agreed, however the OP stated they wanted to deal with the NSS issue.
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| | | | | Author: | brac.brick | | Posted: | Dec 30, 2021 18:38 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 47 times | | Topic: | Problem Order | |
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| In Problem Order, Friend.bricks writes:
| | Hi,
We wish to kindly ask for help with NSS.
Please what can we do? Many thanks for your advices and support.
Best wishes,
Friend
Friend.bricks
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As others have said, pay the refund and move on. The problem with shipping things
with no tracking, especially during the holiday season, sometimes leads to this
issue. Perhaps consider insurance for large untracked orders (insurance is for
the seller ), so you can recoup any loss in the future. OR , as has been mentioned,
only offer tracked shipping so that you can avoid these kinds of situations.
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| | | | | Author: | Poncke | | Posted: | Dec 30, 2021 19:08 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 49 times | | Topic: | Problem Order | |
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| In Problem Order, Friend.bricks writes:
| | Hi,
We wish to kindly ask for help with NSS. Buyer placed an order with us and asked
for cheapest shipping. We replied that it would have no tracking and no insurance
in that case. As he accepted that and paid his invoice, we shipped his order
without tracking and insurance - as he ask for. Several days ago, he contacted
us that he still did not get his order. We very politely explained that there
is not much we can do right now – maybe there is only delay with shipment (Christmas
time) and if by chance order would be returned to us we will inform him. We also
asked him if there is anything else, we could do for him. As he still did not
get his order after few next days he issued NSS and he is saying that he has
no proof no reason to believe we shipped his order and even if we shipped it
and if it is lost, it is our fault and we are responsible for it.
In our store terms and conditions is written that if order is not insured we
are not responsible for damaged or lost shipment. Isn’t it so that, if buyer
requires shipping without tracking and insurance and if we have in our store
terms and conditions written that we are not responsible for lost or damaged
shipments if they are not insured, so if he place an order he agrees with our
terms and conditions and he is accepting that risk of damaged or lost shipment
is on his shoulders?
We shipped over 2000 orders in last 10 years and even 30-50% of them were send
without tracking and insurance we did not have such a problem in the past.
Is there anything we can do to protect ourselves? Buyer paid via Paypal. We are
getting suspicious whether the buyer did not plan this. What if he already got
his order, he is saying that he do not have it and wish to get refund. We will
never get any proof if he got it or not. From buyers 24 orders he already has
1 NPB with negative feedback.
Please what can we do? Many thanks for your advices and support.
Best wishes,
Friend
Friend.bricks
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According to article 20 of Directive 2011/83/EU essentially,
the trader is responsible for the item until it is handed to the consumer. Thus,
if the trader organises a particular courier service to handle delivery, then
the trader remains responsible for the goods while the courier is in possession
of them. In such cases, the trader will need to replace the item or refund the
payment if the goods go missing or are damaged.
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| | | | | Author: | cosmicray | | Posted: | Dec 30, 2021 19:32 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 42 times | | Topic: | Problem Order | |
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| In Problem Order, Friend.bricks writes:
| | Hi,
We wish to kindly ask for help with NSS. Buyer placed an order with us and asked
for cheapest shipping. We replied that it would have no tracking and no insurance
in that case. As he accepted that and paid his invoice, we shipped his order
without tracking and insurance - as he ask for. Several days ago, he contacted
us that he still did not get his order. We very politely explained that there
is not much we can do right now – maybe there is only delay with shipment (Christmas
time) and if by chance order would be returned to us we will inform him. We also
asked him if there is anything else, we could do for him. As he still did not
get his order after few next days he issued NSS and he is saying that he has
no proof no reason to believe we shipped his order and even if we shipped it
and if it is lost, it is our fault and we are responsible for it.
In our store terms and conditions is written that if order is not insured we
are not responsible for damaged or lost shipment. Isn’t it so that, if buyer
requires shipping without tracking and insurance and if we have in our store
terms and conditions written that we are not responsible for lost or damaged
shipments if they are not insured, so if he place an order he agrees with our
terms and conditions and he is accepting that risk of damaged or lost shipment
is on his shoulders?
We shipped over 2000 orders in last 10 years and even 30-50% of them were send
without tracking and insurance we did not have such a problem in the past.
Is there anything we can do to protect ourselves? Buyer paid via Paypal. We are
getting suspicious whether the buyer did not plan this. What if he already got
his order, he is saying that he do not have it and wish to get refund. We will
never get any proof if he got it or not. From buyers 24 orders he already has
1 NPB with negative feedback.
Please what can we do? Many thanks for your advices and support.
Best wishes,
Friend
Friend.bricks
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Refund the buyer. Learn a few lessons from this ...
1. Tracking protects you.
2. Cheapest also usually means slowest.
3. If the price quoted does not cover tracking, don't quote anything.
Good luck in the new year.
Nita Rae
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| | | | | Author: | Brickwilbo | | Posted: | Dec 30, 2021 19:33 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 52 times | | Topic: | Problem Order | |
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| In Problem Order, Friend.bricks writes:
| | Hi,
We wish to kindly ask for help with NSS. Buyer placed an order with us and asked
for cheapest shipping. We replied that it would have no tracking and no insurance
in that case. As he accepted that and paid his invoice, we shipped his order
without tracking and insurance - as he ask for. Several days ago, he contacted
us that he still did not get his order. We very politely explained that there
is not much we can do right now – maybe there is only delay with shipment (Christmas
time) and if by chance order would be returned to us we will inform him. We also
asked him if there is anything else, we could do for him. As he still did not
get his order after few next days he issued NSS and he is saying that he has
no proof no reason to believe we shipped his order and even if we shipped it
and if it is lost, it is our fault and we are responsible for it.
In our store terms and conditions is written that if order is not insured we
are not responsible for damaged or lost shipment. Isn’t it so that, if buyer
requires shipping without tracking and insurance and if we have in our store
terms and conditions written that we are not responsible for lost or damaged
shipments if they are not insured, so if he place an order he agrees with our
terms and conditions and he is accepting that risk of damaged or lost shipment
is on his shoulders?
We shipped over 2000 orders in last 10 years and even 30-50% of them were send
without tracking and insurance we did not have such a problem in the past.
Is there anything we can do to protect ourselves? Buyer paid via Paypal. We are
getting suspicious whether the buyer did not plan this. What if he already got
his order, he is saying that he do not have it and wish to get refund. We will
never get any proof if he got it or not. From buyers 24 orders he already has
1 NPB with negative feedback.
Please what can we do? Many thanks for your advices and support.
Best wishes,
Friend
Friend.bricks
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Send proof of shipping to Admin here https://www.bricklink.com/helpDesk.asp?helpDeskID=122
It will not protect you from a PayPal claim, but the NSS will be removed.
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| | | | | Author: | superchicken77 | | Posted: | Dec 30, 2021 20:58 | | Subject: | Re: What can we do to remove NSS? | | Viewed: | 66 times | | Topic: | Problem Order | |
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| As others have pointed out, you're responsible if the package doesn't
reach the buyer.
However, I would probably ask your buyer to be a bit more patient. Ask them to
wait a few more weeks and if the order doesn't arrive, you will be happy
to offer them a refund. I've had cases where a few users got anxious and
asked for a refund prematurely and this always diffused the situation. Sometimes
they just need assurances that you're not going to scam them and by saying
you'll offer them a refund in a few weeks (be specific with a date), they'll
have it in writing and feel better about it.
In Problem Order, Friend.bricks writes:
| | Hi,
We wish to kindly ask for help with NSS. Buyer placed an order with us and asked
for cheapest shipping. We replied that it would have no tracking and no insurance
in that case. As he accepted that and paid his invoice, we shipped his order
without tracking and insurance - as he ask for. Several days ago, he contacted
us that he still did not get his order. We very politely explained that there
is not much we can do right now – maybe there is only delay with shipment (Christmas
time) and if by chance order would be returned to us we will inform him. We also
asked him if there is anything else, we could do for him. As he still did not
get his order after few next days he issued NSS and he is saying that he has
no proof no reason to believe we shipped his order and even if we shipped it
and if it is lost, it is our fault and we are responsible for it.
In our store terms and conditions is written that if order is not insured we
are not responsible for damaged or lost shipment. Isn’t it so that, if buyer
requires shipping without tracking and insurance and if we have in our store
terms and conditions written that we are not responsible for lost or damaged
shipments if they are not insured, so if he place an order he agrees with our
terms and conditions and he is accepting that risk of damaged or lost shipment
is on his shoulders?
We shipped over 2000 orders in last 10 years and even 30-50% of them were send
without tracking and insurance we did not have such a problem in the past.
Is there anything we can do to protect ourselves? Buyer paid via Paypal. We are
getting suspicious whether the buyer did not plan this. What if he already got
his order, he is saying that he do not have it and wish to get refund. We will
never get any proof if he got it or not. From buyers 24 orders he already has
1 NPB with negative feedback.
Please what can we do? Many thanks for your advices and support.
Best wishes,
Friend
Friend.bricks
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Slovakia, Banskobystrický Kraj
Canada, Quebec
USA, New Jersey
Netherlands, Utrecht
Ireland, Meath
