Item not delivered and customer not refunded
complete
Aglaia Resident
Hello. This week, i received two customers messages complaining that they purchased an item, never received it, and didn't get refunded, and i didn't receive the money either. It is not a delay in the delivery, the purchase status exactly says "1 item failed to deliver", as you can see on this screenshot:
I've received two like this one this week. This never happened before. Delayed deliveries happen, but in this case, it is a non delivery at all, and the customer doesn't get refunded.
I've made a support ticket, and asked these customers to make a ticket as well, but i think it is not only a temporary failure but a more deeper bug, that's why i also make this feedback here.
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Sntax
complete
We have resolved the issue preventing deliveries and everything should work as normal going forward.
Aglaia Resident
Sntax Thank you.
Kyrie Deka
In the MP review "Flag Review" dropdown there should be an option "System Delivery Failure" added.
Clem Marques
This issue happened to me as a customer. 2 of my Marketplace purchases were not delivered, and I was only refunded for 1 of them more than 24 hours after the purchase (not within 8 hours like the warning indicated.) The other item still hasn't been refunded almost 2 days later. (https://community.secondlife.com/forums/topic/517744-undelivered-marketplace-purchases/#comment-2822639)
Please fix this, as it makes customers hesitant to purchase MP products, and it also stresses out merchants, who lose sales due to an issue that was not caused by them.
Fortunas Sands
Ended up having this issue as the customer on a gift purchase I tried to make on Sunday. Limited quantity item, failed delivery and no refund, with the item now gone on marketplace. The person has since gotten that item from another source, unrelated to my transaction, but still not a great situation.
I did put in a ticket, but I would not be surprised if there were quite a few of these out there where the customer is not aware of how or where to submit a ticket about the issue.
Sntax
in progress
My team and I are actively working to resolve this issue. I'll provide updates here as soon as I have more information. In the meantime, if you purchased an item on MP but didn’t receive your delivery, and your Linden Dollars were deducted, please submit a support ticket here: https://lindenlab.freshdesk.com/support/tickets/new.
Peter Stindberg
Sntax One of my client failed with the ticket system due to language barriers. Why can't the seller create a ticket? I provided full information - also from the buyer - in my ticket #2277528
Jaimy Hancroft
We've had the same issue a few times this week at DRD , it's a pretty bad issue and needs to get resolved asap. It's only been showing up this last week.
from CSR's:
"Their money is deducted and it's in their transaction history but the money never reaches us and the order status is in limbo for a while and then switches to aborted."
"alrighty, so the long story short is that it's the marketplace's fault, because payment hasn't gone through, but your L$s are stuck in limbo - could be a day of waiting, but in theory either the item will get through, or those L$s should get back to you eventually and you can then re-purchase it :3"
Ashtoreth Vaniva
I’ve had several of these this week it’s hugely annoying and time consuming.
Peter Stindberg
I had the same this week! They took 2 days to process the ticket, then said "The buyer has to file one".
Also this post sounds very similar as well: https://community.secondlife.com/forums/topic/517744-undelivered-marketplace-purchases/
There might have been a problem in the MP this week.
Aglaia Resident
Peter Stindberg It just happened to me once again one hour ago. It is very annoying. Money and time lost.
And Linden says that this is the role of the customer to file a ticket? Ok. So you are a seller, a customer reports you this problem: honnestly, don't you send him the item manually? Of course you do. As a seller, i don't see myself replying to the customer: "Yes i have the item, i could send it to you right now but i won't, you must file of ticket".
So instead, i send the item manually to the customer and ask them to file a ticket, but since they got their item, i'm not sure at all that they will bother making a ticket.