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| | | Author: | DizneyBricks  | | Posted: | Feb 9, 2024 10:08 | | Subject: | NSS and suspended store | | Viewed: | 234 times | | Topic: | Help | |
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| I have had 3 customers since 2018 due a NSS report. 1 was a customer who had
no patience for her shipment after I put shipped and the tracking # in the invoice.
1 the system would not allow me to cancel a order and I sent the refund, but
the customer still put a NSS on it and the 3rd I do not remember but it was not
for not shipping. customers can put NSS for any reason they feel like. BrickLink
finally canceled the order I had not been able to cancel since last year and
now they have suspended my store. I pride myself on customer service. I sent
a message to the administrators but how long does it take for them to respond.
BrickLink really needs to change how NSS is submitted by our customers.
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| | | | | Author: | 1001bricks | | Posted: | Feb 9, 2024 10:20 | | Subject: | Re: NSS and suspended store | | Viewed: | 84 times | | Topic: | Help | |
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| In Help, DizneyBricks writes:
| | I have had 3 customers since 2018 due a NSS report. 1 was a customer who had
no patience for her shipment after I put shipped and the tracking # in the invoice.
1 the system would not allow me to cancel a order and I sent the refund, but
the customer still put a NSS on it and the 3rd I do not remember but it was not
for not shipping. customers can put NSS for any reason they feel like. BrickLink
finally canceled the order I had not been able to cancel since last year and
now they have suspended my store. I pride myself on customer service. I sent
a message to the administrators but how long does it take for them to respond.
BrickLink really needs to change how NSS is submitted by our customers.
|
It can take weeks.
You have to fix the problems *before* they escalate, otherwise it's not fine
Customer Service.
Take one NSS after the other, check it's fully refunded, open a ticket with
the order number, send the proof of full refund, and wait.
You have to refund lost shipments - even said lost shipments: tracking isn't
the reality, it doesn't mean anything.
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| | | | | | | Author: | DizneyBricks | | Posted: | Feb 9, 2024 10:24 | | Subject: | Re: NSS and suspended store | | Viewed: | 81 times | | Topic: | Help | |
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| I did all of that.
In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | I have had 3 customers since 2018 due a NSS report. 1 was a customer who had
no patience for her shipment after I put shipped and the tracking # in the invoice.
1 the system would not allow me to cancel a order and I sent the refund, but
the customer still put a NSS on it and the 3rd I do not remember but it was not
for not shipping. customers can put NSS for any reason they feel like. BrickLink
finally canceled the order I had not been able to cancel since last year and
now they have suspended my store. I pride myself on customer service. I sent
a message to the administrators but how long does it take for them to respond.
BrickLink really needs to change how NSS is submitted by our customers.
|
It can take weeks.
You have to fix the problems *before* they escalate, otherwise it's not fine
Customer Service.
Take one NSS after the other, check it's fully refunded, open a ticket with
the order number, send the proof of full refund, and wait.
You have to refund lost shipments - even said lost shipments: tracking isn't
the reality, it doesn't mean anything.
|
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| | | | | | | | | Author: | DizneyBricks | | Posted: | Feb 9, 2024 10:25 | | Subject: | Re: NSS and suspended store | | Viewed: | 77 times | | Topic: | Help | |
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| all shipments were received by my customers.
In Help, DizneyBricks writes:
| | I did all of that.
In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | I have had 3 customers since 2018 due a NSS report. 1 was a customer who had
no patience for her shipment after I put shipped and the tracking # in the invoice.
1 the system would not allow me to cancel a order and I sent the refund, but
the customer still put a NSS on it and the 3rd I do not remember but it was not
for not shipping. customers can put NSS for any reason they feel like. BrickLink
finally canceled the order I had not been able to cancel since last year and
now they have suspended my store. I pride myself on customer service. I sent
a message to the administrators but how long does it take for them to respond.
BrickLink really needs to change how NSS is submitted by our customers.
|
It can take weeks.
You have to fix the problems *before* they escalate, otherwise it's not fine
Customer Service.
Take one NSS after the other, check it's fully refunded, open a ticket with
the order number, send the proof of full refund, and wait.
You have to refund lost shipments - even said lost shipments: tracking isn't
the reality, it doesn't mean anything.
|
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| | | | | | | | | | | Author: | 1001bricks | | Posted: | Feb 9, 2024 10:28 | | Subject: | Re: NSS and suspended store | | Viewed: | 78 times | | Topic: | Help | |
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| In Help, DizneyBricks writes:
| | all shipments were received by my customers.
|
How do you know? With tracking? See what I wrot about this, upper.
You do as you wish - your shop can stay closed.
Or invest a bit, refund a couple and get reopened?
But again, it may take weeks.
Again, fix the problems *before* it escalates.
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| | | | | | | | | | | | | Author: | DizneyBricks | | Posted: | Feb 9, 2024 10:30 | | Subject: | Re: NSS and suspended store | | Viewed: | 76 times | | Topic: | Help | |
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| I did years ago. still no help from admin.
In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | all shipments were received by my customers.
|
How do you know? With tracking? See what I wrot about this, upper.
You do as you wish - your shop can stay closed.
Or invest a bit, refund a couple and get reopened?
But again, it may take weeks.
Again, fix the problems *before* it escalates.
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| | | | | | | | | | | | | | | Author: | 1001bricks | | Posted: | Feb 9, 2024 10:39 | | Subject: | Re: NSS and suspended store | | Viewed: | 93 times | | Topic: | Help | |
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| In Help, DizneyBricks writes:
| | I did years ago. still no help from admin.
|
Let me repeat: open 1 ticket per NSS, send a proof of full refund.
Even for the oldest ones.
Wait.
| | In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | all shipments were received by my customers.
|
How do you know? With tracking? See what I wrot about this, upper.
You do as you wish - your shop can stay closed.
Or invest a bit, refund a couple and get reopened?
But again, it may take weeks.
Again, fix the problems *before* it escalates.
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| | | | | | | | | | | | | | | | | Author: | apple_brick | | Posted: | Feb 11, 2024 08:11 | | Subject: | Re: NSS and suspended store | | Viewed: | 94 times | | Topic: | Help | |
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| In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | I did years ago. still no help from admin.
|
Let me repeat: open 1 ticket per NSS, send a proof of full refund.
Even for the oldest ones.
Wait.
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And wait some more..
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| | | | | | | | | | | | | | | | | | | Author: | goldknight | | Posted: | Feb 11, 2024 10:14 | | Subject: | Re: NSS and suspended store | | Viewed: | 65 times | | Topic: | Help | |
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| In Help, apple_brick writes:
| | In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | I did years ago. still no help from admin.
|
Let me repeat: open 1 ticket per NSS, send a proof of full refund.
Even for the oldest ones.
Wait.
|
And wait some more..
|
I’m in the same boat—it’s like fishing. Must wait and wait!!!!! My scenario
is very similar as package was delivered to the correct address but customer
did not get package. No he filed NSS all docs sent to admin.
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| | | | | | | | | | | | | | | | | | | | | Author: | 1001bricks | | Posted: | Feb 11, 2024 11:10 | | Subject: | Re: NSS and suspended store | | Viewed: | 81 times | | Topic: | Help | |
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| In Help, goldknight writes:
| | In Help, apple_brick writes:
| | In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | I did years ago. still no help from admin.
|
Let me repeat: open 1 ticket per NSS, send a proof of full refund.
Even for the oldest ones.
Wait.
|
And wait some more..
|
I’m in the same boat—it’s like fishing. Must wait and wait!!!!! My scenario
is very similar as package was delivered to the correct address but customer
did not get package.
|
A month ago we "received" a parcel from DHL, written received and dated
+ signed.
But IRL never received - at the exact moment it was supposed to be received I
could see the mailbox, no one ever came.
We opened a complaint and we've got the said parcel delivered... almost 1
MONTH later.
And it's the second or third time this kind of "joke" happen to us.
I confirm it can be genuinely NOT received whatever the post/courrier affirms.
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| | | | | | | | | | | | | | | | | | | | | | | Author: | goldknight | | Posted: | Feb 11, 2024 11:43 | | Subject: | Re: NSS and suspended store | | Viewed: | 59 times | | Topic: | Help | |
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| In Help, 1001bricks writes:
| | In Help, goldknight writes:
| | In Help, apple_brick writes:
| | In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | I did years ago. still no help from admin.
|
Let me repeat: open 1 ticket per NSS, send a proof of full refund.
Even for the oldest ones.
Wait.
|
And wait some more..
|
I’m in the same boat—it’s like fishing. Must wait and wait!!!!! My scenario
is very similar as package was delivered to the correct address but customer
did not get package.
|
A month ago we "received" a parcel from DHL, written received and dated
+ signed.
But IRL never received - at the exact moment it was supposed to be received I
could see the mailbox, no one ever came.
We opened a complaint and we've got the said parcel delivered... almost 1
MONTH later.
And it's the second or third time this kind of "joke" happen to us.
I confirm it can be genuinely NOT received whatever the post/courrier affirms.
|
Problem is he will not ask the postman or office by him. I inquired in my end
and they said “well it shows delivered nothing else you can do over here”.
I do understand sometimes the delivery system marks the package delivered but
only to show up a day or 2 later. I experienced this myself a couple times.
But a month later!!!! Wow
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| | | | | | | | | | | | | | | | | | | | | | | | | Author: | 1001bricks | | Posted: | Feb 11, 2024 11:48 | | Subject: | Re: NSS and suspended store | | Viewed: | 88 times | | Topic: | Help | |
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| In Help, goldknight writes:
| | In Help, 1001bricks writes:
| | In Help, goldknight writes:
| | In Help, apple_brick writes:
| | In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | I did years ago. still no help from admin.
|
Let me repeat: open 1 ticket per NSS, send a proof of full refund.
Even for the oldest ones.
Wait.
|
And wait some more..
|
I’m in the same boat—it’s like fishing. Must wait and wait!!!!! My scenario
is very similar as package was delivered to the correct address but customer
did not get package.
|
A month ago we "received" a parcel from DHL, written received and dated
+ signed.
But IRL never received - at the exact moment it was supposed to be received I
could see the mailbox, no one ever came.
We opened a complaint and we've got the said parcel delivered... almost 1
MONTH later.
And it's the second or third time this kind of "joke" happen to us.
I confirm it can be genuinely NOT received whatever the post/courrier affirms.
|
Problem is he will not ask the postman or office by him. I inquired in my end
and they said “well it shows delivered nothing else you can do over here”.
I do understand sometimes the delivery system marks the package delivered but
only to show up a day or 2 later. I experienced this myself a couple times.
But a month later!!!! Wow
|
We guessed that this delivery driver was hurried.
So he planned his trip and signed in advance the few next (with no value) he'll
quickly drop in the mail boxes...
But then something happend and he couldn't deliver. All those parcels went
back to the warehouse where they sit but no one was worried as they were "delivered".
After the complain the main office asked a search for this (these) numbers and
finally they've found them probably somewhere in a dark corner of "misc"
status packages piled there...
The whole story took 1 month, and then the parcel was delivered next day 
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| | | | | | | | | | | | | | | | | | | | | Author: | Tracyd | | Posted: | Feb 15, 2024 10:14 | | Subject: | Re: NSS and suspended store | | Viewed: | 42 times | | Topic: | Help | |
|
| In Help, goldknight writes:
| | In Help, apple_brick writes:
| | In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | I did years ago. still no help from admin.
|
Let me repeat: open 1 ticket per NSS, send a proof of full refund.
Even for the oldest ones.
Wait.
|
And wait some more..
|
I’m in the same boat—it’s like fishing. Must wait and wait!!!!! My scenario
is very similar as package was delivered to the correct address but customer
did not get package. No he filed NSS all docs sent to admin.
|
It is your responsibility to get the package in the hands of the buyer. Marked
as delivered is not the same as in the hands of. You as the shipper need to get
onto the shipper about the issue. If Wal-Mart or Amazon says they delivered
a package to you and you don't get it, do you just go "oh well, I guess
it's ok"? No, you expect them to make it right. Just because you aren't
selling at the same scale of them doesn't relieve you of being as responsible
as them in getting the buyer their goods or a refund.
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| | | | | | | | | | | | | | | | | | | | | | | Author: | Nubs_Select | | Posted: | Feb 15, 2024 12:51 | | Subject: | Re: NSS and suspended store | | Viewed: | 36 times | | Topic: | Help | |
|
| In Help, Tracyd writes:
| | In Help, goldknight writes:
| | In Help, apple_brick writes:
| | In Help, 1001bricks writes:
| | In Help, DizneyBricks writes:
| | I did years ago. still no help from admin.
|
Let me repeat: open 1 ticket per NSS, send a proof of full refund.
Even for the oldest ones.
Wait.
|
And wait some more..
|
I’m in the same boat—it’s like fishing. Must wait and wait!!!!! My scenario
is very similar as package was delivered to the correct address but customer
did not get package. No he filed NSS all docs sent to admin.
|
It is your responsibility to get the package in the hands of the buyer. Marked
as delivered is not the same as in the hands of. You as the shipper need to get
onto the shipper about the issue. If Wal-Mart or Amazon says they delivered
a package to you and you don't get it, do you just go "oh well, I guess
it's ok"? No, you expect them to make it right. Just because you aren't
selling at the same scale of them doesn't relieve you of being as responsible
as them in getting the buyer their goods or a refund.
|
I may be wrong but if it’s marked as delivered and something happens after that
it’s then the house insurances problem. During transit it’s the sellers responsibility
but once marked as delivered (unless it was marked as delivered but confirmed
with the post office it wasn’t) then it’s the buyers home insurance responsibility
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| | | | | | | | | | | | | | | | | | | | | | | | | Author: | peregrinator | | Posted: | Feb 15, 2024 13:20 | | Subject: | Re: NSS and suspended store | | Viewed: | 49 times | | Topic: | Help | |
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| In Help, Nubs_Select writes:
| | I may be wrong but if it’s marked as delivered and something happens after that
it’s then the house insurances problem. During transit it’s the sellers responsibility
but once marked as delivered (unless it was marked as delivered but confirmed
with the post office it wasn’t) then it’s the buyers home insurance responsibility
|
I would agree, generally, assuming that it was delivered to the buyer's house.
The courier (USPS, UPS, FedEx, etc.) would be able to confirm this is actually
the case.
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| | | | | | | | | | | | | | | | | | | Author: | apple_brick | | Posted: | Feb 15, 2024 05:14 | | Subject: | Re: NSS and suspended store | | Viewed: | 53 times | | Topic: | Help | |
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| We have all respect Bricklink and their support team. They probably have a lot
of work (and are probably understaffed) so open cases must be piling up. All
ok...
What we don't understand is stores being closed because of 3 or more NSS
claim, because they fail in closing NSS complaints in time. After we repeatedly
have mailed the helpdesk and ask to close a NSS complaint (with proof) and explanation.
Buyers just open NSS claims for no reason (one missing item) and don't understand
the impact of it for a shop. If Bricklink can't handle this in a correct
way, they should stop closing shops bases on 3 or more NSS complaints.
On the report form (https://www.bricklink.com/helpDesk.asp?helpDeskID=122) Bricklink
has removed the "file upload" option, so any proof can't be attached
any more. That being said, most refunds are given using PayPal, so they should
be able to see that in their own system.
What now?
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| | | | | | | | | | | | | | | | | | | | | Author: | apple_brick | | Posted: | Feb 15, 2024 05:17 | | Subject: | Re: NSS and suspended store | | Viewed: | 48 times | | Topic: | Help | |
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| Oh one other thing.. Must NSS claims are being filed by buyers with only 1 of
2 feedbacks. These buyers don't care and never respond or close such a claim
themselves.
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| | | | | | | | | | | | | | | | | | | | | Author: | yorbrick | | Posted: | Feb 15, 2024 06:08 | | Subject: | Re: NSS and suspended store | | Viewed: | 56 times | | Topic: | Help | |
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| | | Buyers just open NSS claims for no reason (one missing item) and don't understand
the impact of it for a shop.
|
That IS a valid reason for filing a NSS claim.
There are three reasons a buyer may file a Non-Shipping Seller (NSS) alert:
The seller did not ship the order after payment was made.
The order was received but was incomplete.
The order was received but the items inside were not as described.
https://www.bricklink.com/help.asp?helpID=110
Why should a buyer care about the impact it has on the shop? The seller has not
fulfilled the order. The buyer is perfectly entitled to report it - it is in
the rules. Did the seller care about the impact sending an order with missing
part(s) has on the buyer?
| | If Bricklink can't handle this in a correct way, they should stop closing shops bases on 3 or more NSS complaints.
|
Stores should not be running up multiple concurrent NSS cases. Sure, everyone
makes errors but you do not get closed for making one error. Or two errors.
If BL is taking 4 weeks to resolve NSS once evidence is given, then that means
that a store shouldn't make 3 mistakes in 4 weeks. Obviously it would be
better (for errant stores) if the timescale was reduced, especially where there
is quick proof that a PayPal refund was given with minimal staff intervention
necessary. I don't really understand why that part is not automated. The
buyer could enter what refund they expect as part of the NSS and if that is agreed
by the seller and refunded onsite, there is a record.
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| | | | | | | | | | | | | | | | | | | | | | | Author: | apple_brick | | Posted: | Feb 15, 2024 09:29 | | Subject: | Re: NSS and suspended store | | Viewed: | 63 times | | Topic: | Help | |
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| | | That IS a valid reason for filing a NSS claim.
|
Ok, guess you're right about this!
| | Stores should not be running up multiple concurrent NSS cases. Sure, everyone makes errors but you do not get closed for making one error. Or two errors.
|
No, it get's closed at 3 errors!
When receiving many orders a day, it shouldn't happen that we leave the office
on friday (with 0 NSS errors) and (next business day) on monday there are 3 NSS
errors and the store has been suspended. Whatever the reason for the buyer was..
It just shouldn't!
| | If BL is taking 4 weeks to resolve NSS once evidence is given, then that means
that a store shouldn't make 3 mistakes in 4 weeks.
|
That's just crazy!! As i told you before, we are (were) a high volume store
on Bricklink and this just doesn't make any sense.
Anyway, guess someone from the Bricklink office just read this posting and removed
all the NSS errors from our store. Apparently it's necessary to use a forum
posting to get things done here.
Have a nice day!
In Help, yorbrick writes:
| | | | Buyers just open NSS claims for no reason (one missing item) and don't understand
the impact of it for a shop.
|
That IS a valid reason for filing a NSS claim.
There are three reasons a buyer may file a Non-Shipping Seller (NSS) alert:
The seller did not ship the order after payment was made.
The order was received but was incomplete.
The order was received but the items inside were not as described.
https://www.bricklink.com/help.asp?helpID=110
Why should a buyer care about the impact it has on the shop? The seller has not
fulfilled the order. The buyer is perfectly entitled to report it - it is in
the rules. Did the seller care about the impact sending an order with missing
part(s) has on the buyer?
| | If Bricklink can't handle this in a correct way, they should stop closing shops bases on 3 or more NSS complaints.
|
Stores should not be running up multiple concurrent NSS cases. Sure, everyone
makes errors but you do not get closed for making one error. Or two errors.
If BL is taking 4 weeks to resolve NSS once evidence is given, then that means
that a store shouldn't make 3 mistakes in 4 weeks. Obviously it would be
better (for errant stores) if the timescale was reduced, especially where there
is quick proof that a PayPal refund was given with minimal staff intervention
necessary. I don't really understand why that part is not automated. The
buyer could enter what refund they expect as part of the NSS and if that is agreed
by the seller and refunded onsite, there is a record.
|
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| | | | | | | | | | | | | | | | | | | | | | | | | Author: | peregrinator | | Posted: | Feb 15, 2024 09:38 | | Subject: | Re: NSS and suspended store | | Viewed: | 41 times | | Topic: | Help | |
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| In Help, apple_brick writes:
| | | | That IS a valid reason for filing a NSS claim.
|
Ok, guess you're right about this!
| | Stores should not be running up multiple concurrent NSS cases. Sure, everyone makes errors but you do not get closed for making one error. Or two errors.
|
No, it get's closed at 3 errors!
When receiving many orders a day, it shouldn't happen that we leave the office
on friday (with 0 NSS errors) and (next business day) on monday there are 3 NSS
errors and the store has been suspended. Whatever the reason for the buyer was..
It just shouldn't!
|
It usually takes 3 completed NSS alerts to close a store, if BrickLink
closes a store because of 3 reported NSS alerts there's probably something
else going on (like they have reason to think things are going to get worse).
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| | | | | | | | | | | | | | | | | | | | | | | | | | | Author: | yorbrick | | Posted: | Feb 15, 2024 10:06 | | Subject: | Re: NSS and suspended store | | Viewed: | 41 times | | Topic: | Help | |
|
| | | It usually takes 3 completed NSS alerts to close a store, if BrickLink
closes a store because of 3 reported NSS alerts there's probably something
else going on (like they have reason to think things are going to get worse).
|
https://www.bricklink.com/help.asp?helpID=2461
It can be on getting too many pending NSS as well.
The BrickLink Administration may revoke your selling privileges temporarily
if you have three or more pending NSS/NRS alerts at any given time. Multiple
instances of account suspension may result in the permanent revocation of your
selling privileges.
From the wording (they may), it makes it sound like this is not the norm
or done automatically on receiving three alerts.
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| | | | | | | | | | | | | | | | | | | | | | | | | | | Author: | 1001bricks | | Posted: | Feb 15, 2024 10:13 | | Subject: | Re: NSS and suspended store | | Viewed: | 33 times | | Topic: | Help | |
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| In Help, peregrinator writes:
| | In Help, apple_brick writes:
| | | | That IS a valid reason for filing a NSS claim.
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Ok, guess you're right about this!
| | Stores should not be running up multiple concurrent NSS cases. Sure, everyone makes errors but you do not get closed for making one error. Or two errors.
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No, it get's closed at 3 errors!
When receiving many orders a day, it shouldn't happen that we leave the office
on friday (with 0 NSS errors) and (next business day) on monday there are 3 NSS
errors and the store has been suspended. Whatever the reason for the buyer was..
It just shouldn't!
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It usually takes 3 completed NSS alerts to close a store
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Agreed, on 3 completed ones, not 3 opened.
Technically you could have say 44 simultaneous opened NSS and remain opened.
Then of course, Administration may have some triggers set up and proceed to a
temporary suspension. I'm not sure about this, frankly...
Maybe you still have 2 old completed NSS, and during the weekend as you say a
week older one gets completed and you reach the 3 completed which auto shuts
the shop?
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| | | | | Author: | Adjour | | Posted: | Feb 11, 2024 14:36 | | Subject: | Re: NSS and suspended store | | Viewed: | 80 times | | Topic: | Help | |
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| In Help, DizneyBricks writes:
| | BrickLink really needs to change how NSS is submitted by our customers.
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Your feedback shows you quite a habit of sending buyers incomplete orders. I
doubt the underlying issue here is BL.
Crystal
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