Hello, I had a buyer recently post an NSS on a USD$500 set order he says he never
received. I provided in my response a link to screen shots of the shipping label
purchase, UPS tracking information including delivered status to the buyers address,
and proof of delivery from UPS including a picture of buyer's front porch
(photo was somewhat blurry, though). The order was delivered 2 months ago. There
was no communication from the buyer about not receiving the order until now,
2 months later.
The buyer claims they mistakenly requested local pickup and wanted it shipped
instead. He thought he needed to change the order, and claims I never responded
to his request nor received his order. In fact, I invoiced him for shipping,
which he paid, and I dropped the item off at UPS within 2 days of the order.
I even sent him a Drive Thru notification indicating the item shipped. It was
delivered before the end of that week.
The problem is it's been 10 days since the NSS was filled and 9 days since
I provided proof of delivery. I asked the buyer to remove the NSS, or to contact
me to give more detail from his perspective. No response. After a couple of days,
I sent a BL message. No response. After another couple of days I sent to his
private email asking him to respond. Nothing.
So the NSS remains active. What is a Seller to do? Is there anyway to get BL
to remove the NSS? Our store had 100% positive feedback, which takes a lot of
effort (and great customer service) to maintain. I don't want to lose it
over this.
The order information has his phone number. Is it ok to call that number? Any
advise appreciated. Thanks!
Send proof of shipping to the help desk and they will remove it (it can take
up to a few weeks but even if the NSS is completed they will remove it once they
get to it)
I don’t think there is anything else you can do at this stage if you have supplied
proof of delivery. There is apparently a backlog of cases. If this is your only
NSS it doesn't really matter as it should be removed once they get to it.
Thanks for your response. While it doesn't affect my store now, it does leave
it vulnerable. That said, this is the first NSS I've ever had, and I don't
think I'll be getting another one anytime soon.
This Buyer would still be able to leave negative feedback, though. I suppose
there's nothing I could do about that.
USA, Massachusetts
Canada, Ontario
United Kingdom, England