We just got a NSS alert from a new buyer claiming we sent him a single Lego
brick instead of the ARC Clone trooper minifig he ordered.
Of course this doesn't make any sense. We have plenty of these minifigs on
hand and a 100% feedback rating on almost 2000 orders. We sent him exactly what
was ordered.
We've never had this kind of claim before. We are worried this buyer's
false claim (and likely negative feedback) will tarnish our good standing within
the Bricklink community. We certainly don't want to lose our 100% feedback
rating.
Is there anything that can be done to refute his claim, remove the NSS, and prevent
negative feedback? It's just his word against ours, it seems, and even if
we had photos of the item (we don't in this case), they wouldn't actually
prove anything.
- The order has the buyer's phone number listed. Would it be okay or wise
to call him to try to find out more?
- Should I ask him to send photos of the packing envelope and supposed contents
(1 Lego brick)?
- Should I send him *another* ARC Clone Trooper?
I would appreciate any advise from the Bricklink community!
Disclaimer: I’m not a seller, I’m not talking for BL or LEGO, IANAL, I
may be a cat….
In Problem Order, BrickMinions writes:
We just got a NSS alert […]
As I understand it, for BrickLink, a proof of shipping is sufficient to remove
the NSS.
So just answer the NSS and wait….
Agreed with everything.
I'd add, if you have them put in the NSS some details of the shipping, like
the sticker its price or WEIGHT or rate weight corresponding to what buyer ordered.
It should show it's closer to the set than a single 3001
Prepare the same for PayPal.
Disclaimer: I’m not a seller, I’m not talking for BL or LEGO, IANAL, I
may be a cat….
In Problem Order, BrickMinions writes:
We just got a NSS alert […]
As I understand it, for BrickLink, a proof of shipping is sufficient to remove
the NSS.
So just answer the NSS and wait….
Agreed with everything.
I'd add, if you have them put in the NSS some details of the shipping, like
the sticker its price or WEIGHT or rate weight corresponding to what buyer ordered.
It should show it's closer to the set than a single 3001
Prepare the same for PayPal.
Thanks for the replies.
The NSS is technically correct if the item ordered wasn't the item sent.
Of course, I did send the item ordered. I will provide proof of shipping via
USPS tracking, if that's all it takes to get rid of it.
Regarding weight, the item ordered is 1 minifig, so the package weight was 1oz,
the same as it would be for a single brick. So, proving the shipping weight won't
help.
I could ask for photos, but if the buyer is willing to fraudulently report I
sent him a brick instead of a fig, what's to prevent him taking a photo of
my package and any old brick he has on hand? He may have thrown out the package
(he'll say). I suppose this is the same reason it wouldn't help by calling
him.
The looming negative feedback, which would take away my 100% feedback rating,
is probably something I cannot control, unless I had proof this buyer scammed
me. I have only my reputation as a decent seller in the BL community. Does that
get you anywhere here?
To top it off, I would likely lose any PayPal claim because buyers get the benefit
of the doubt.
You could argue it was only a matter of time before an unscrupulous person would
purchase from my store.
Disclaimer: I’m not a seller, I’m not talking for BL or LEGO, IANAL, I
may be a cat….
In Problem Order, BrickMinions writes:
We just got a NSS alert […]
As I understand it, for BrickLink, a proof of shipping is sufficient to remove
the NSS.
So just answer the NSS and wait….
Agreed with everything.
I'd add, if you have them put in the NSS some details of the shipping, like
the sticker its price or WEIGHT or rate weight corresponding to what buyer ordered.
It should show it's closer to the set than a single 3001
Prepare the same for PayPal.
Thanks for the replies.
The NSS is technically correct if the item ordered wasn't the item sent.
Of course, I did send the item ordered. I will provide proof of shipping via
USPS tracking, if that's all it takes to get rid of it.
Regarding weight, the item ordered is 1 minifig, so the package weight was 1oz,
the same as it would be for a single brick. So, proving the shipping weight won't
help.
Sorry, read about a SW Set.
The looming negative feedback, which would take away my 100% feedback rating,
is probably something I cannot control, unless I had proof this buyer scammed
me. I have only my reputation as a decent seller in the BL community. Does that
get you anywhere here?
You could simply don't care.
Buyers DO NOT read feedback profile (and anything, like Terms), especially if
you've 100+ or 1000+ FBs.
Frankly that's "ugly" but really people don't care.
[…]
The NSS is technically correct if the item ordered wasn't the item sent.
But BL only checks if you have proof of shipping, not even of delivery.
[…]
I could ask for photos, but if the buyer is willing to fraudulently report I
sent him a brick instead of a fig, what's to prevent him taking a photo of
my package and any old brick he has on hand? He may have thrown out the package
(he'll say). I suppose this is the same reason it wouldn't help by calling
him.
More than one seller has said on the forum that, surprisingly (or not), quite
a few buyers mysteriously find back the missing pieces or become silent when
they are asked for pics.
The looming negative feedback, which would take away my 100% feedback rating,
is probably something I cannot control, unless I had proof this buyer scammed
me. I have only my reputation as a decent seller in the BL community. Does that
get you anywhere here?
If that happens, just answer the negative (politely and factually) and the rare
buyers who’ll check will see there’s two sides of the story.
As a buyer, I’m often more convinced by the answers, especially the non-professional
ones.
Just wanted to give closure to this story and report this was a simple mistake
on *our* part of swapping shipping labels. This just doesn't happen, so it
didn't occur to me until _another_ buyer reached out asking why they got
an ARC Clone Trooper, lol.
Anyway, I'm sorting it out with both buyers now and it looks like this will
resolve in everyone's favor.
BTW, the "brick" this buyer received was actually an 8x6x4 dark red cone.
Kinda wish he mentioned that in the first place. That said, this was my fault,
and I'm owning it.
Thanks to everyone who chipped in. Love this community.
Just wanted to give closure to this story and report this was a simple mistake
on *our* part of swapping shipping labels. This just doesn't happen, so it
didn't occur to me until _another_ buyer reached out asking why they got
an ARC Clone Trooper, lol.
Anyway, I'm sorting it out with both buyers now and it looks like this will
resolve in everyone's favor.
BTW, the "brick" this buyer received was actually an 8x6x4 dark red cone.
Kinda wish he mentioned that in the first place. That said, this was my fault,
and I'm owning it.
Thanks to everyone who chipped in. Love this community.
Just wanted to give closure to this story and report this was a simple mistake
on *our* part of swapping shipping labels. This just doesn't happen, so it
didn't occur to me until _another_ buyer reached out asking why they got
an ARC Clone Trooper, lol.
Anyway, I'm sorting it out with both buyers now and it looks like this will
resolve in everyone's favor.
BTW, the "brick" this buyer received was actually an 8x6x4 dark red cone.
Kinda wish he mentioned that in the first place. That said, this was my fault,
and I'm owning it.
Thanks to everyone who chipped in. Love this community.
glad to hear it was resolved!
Oh? So they don't have to celebrate with something? OK then.
Just wanted to give closure to this story and report this was a simple mistake
on *our* part of swapping shipping labels. This just doesn't happen, so it
didn't occur to me until _another_ buyer reached out asking why they got
an ARC Clone Trooper, lol.
Anyway, I'm sorting it out with both buyers now and it looks like this will
resolve in everyone's favor.
BTW, the "brick" this buyer received was actually an 8x6x4 dark red cone.
Kinda wish he mentioned that in the first place. That said, this was my fault,
and I'm owning it.
Thanks to everyone who chipped in. Love this community.
glad to hear it was resolved!
Oh? So they don't have to celebrate with something? OK then.
Just wanted to give closure to this story and report this was a simple mistake
on *our* part of swapping shipping labels. This just doesn't happen, so it
didn't occur to me until _another_ buyer reached out asking why they got
an ARC Clone Trooper, lol.
Ahhhhh this mistake
Years ago we shipped the already discontinued (high price) huge Star Wars UCS
ISD to another buyer in another country... Buyer received a small city firefighters
Set or something like this, ermmmmm.
Both buyers were happy to help each others (and us) - we paid the reshipping
and offered a 50€ Coupon to both, or something like this.
Please do your best to solve this, cost is always a problem, but solving this
kind of problem has no price
Thanks to everyone who chipped in. Love this community.
Years ago we shipped the already discontinued (high price) huge Star Wars UCS
ISD to another buyer in another country... Buyer received a small city firefighters
Set or something like this, ermmmmm.
Ouch. Somehow, this makes me feel better. Thanks!
Both buyers were happy to help each others (and us) - we paid the reshipping
and offered a 50€ Coupon to both, or something like this.
Understanding and cooperative buyers like this are the best you can hope for
in these circumstances.
Please do your best to solve this, cost is always a problem, but solving this
kind of problem has no price
This. Top priority is owning our mistakes and making it right, not $. Helps me
sleep at night, and it's good business.
Thanks to everyone who chipped in. Love this community.
USA, Massachusetts
France, Nouvelle-Aquitaine
Canada, Ontario