Merchants

[Brooke Linden]

Marketplace is currently experiencing delays in delivery and delays in order status updates on the Marketplace. Here are 2 situations you might see:

1. Orders on the Marketplace may still be in a “Queued”, “Undelivered” or “Being Delivered” state and no items have been delivered.
2. Orders on the Marketplace may still be in an “Undelivered” or “Being Delivered” state and items have been delivered.

In both cases, there is a delay: orders will continue to be delivered and Marketplace order status will be updated to reflect this, after a delay. We are actively working to fix this issue and will post an update when it has been resolved.

For those of you with customers who purchased multiple times, Linden Lab will refund the amount of your commission on refunded orders. The following requirements must be met for the commission refund to occur:

• The customer has attempted to purchase the same item(s) in multiple orders after experiencing a delay in delivery and has asked for a refund on all but one of the orders.
• As a merchant, the full order amount or purchase price of the item purchased more than once must be refunded.
• Submit a ticket on the web as a “Marketplace/General Marketplace Issues” ticket. Please include the order number and item(s) that were ordered more than once, along with the copy of the entry from your L$ Transaction Log showing the refund or refunds.

We do apologize for these failures and are working actively to correct this and to prevent it from happening in the future.

Brooke

Update post is here.

Excerpt:

One other question that has come up concerns negative reviews received due to failed deliveries. Please flag the review using the link provided below the review comments, and these will be removed from your listing if the failure is due to a technical problem with the Marketplace.

[XLR8RRICK Hudson]

Going to that webpage there is no option for “Marketplace/General Marketplace Issues”

XL

[Toysoldier Thor Member]

The 3rd issue you did not mention is :

SLM ORDER with a Status of DELIVERED to the Merchant but the Customer states they have not received the goods.

The only way SLM Merchants are aware of this problem is if the customer communicates to the Merchant that their product was not delivered.

This has happened to me on a couple ocassions in the past few days as a Merchant and it has happened to me as a Customer last weekend.

Is LL resolving this issue - which to me is the most critical and serious one since there is no Record / Evidence to the Merchant that there is a problem - we cannot even proactively approach these customers since we dont know they are having a problem ?

[Cameron Vasiliov Honored Resident]

Ok I understand the situation now, I know this is not related but I need to ask: when the item definetly wasn't delivered I don't understand WHY! they can leave a Review and RATE with an awful little star! Also they can rate even when they have not payed for it and the item is in "Being Delivered" status.

Is this another "Bug" LL you need to fix? or this is how the system will work from now on?

[Argus Collingwood Member]

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Toysoldier Thor wrote:

The 3rd issue you did not mention is :

SLM ORDER with a Status of DELIVERED to the Merchant but the Customer states they have not received the goods.

The only way SLM Merchants are aware of this problem is if the customer communicates to the Merchant that their product was not delivered.

This has happened to me on a couple ocassions in the past few days as a Merchant and it has happened to me as a Customer last weekend.

Is LL resolving this issue - which to me is the most critical and serious one since there is no Record / Evidence to the Merchant that there is a problem - we cannot even proactively approach these customers since we dont know they are having a problem ?

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Toy, there is no re-deliver option? In cases like this I have chosen to re-deliver the item after I check my Dashboard Transaction and SLM order if the Customer contacts me.

[Ricky Zhichao Honored Resident]

Thanks for info. I already wondered one even triple purchase which I anyway could realise without any grid report also. So seems that I can already make refunds as customers seem to agree with problems also. It happens..sometimes for many other different reasons also like crashes and lags and missunderstandings..

Sure transfer items can be bit complex in situtations like that..thats why we dont use them

Dont worry be happy

[Toysoldier Thor Member]

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Argus Collingwood wrote:

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Toysoldier Thor wrote:

The 3rd issue you did not mention is :

SLM ORDER with a Status of DELIVERED to the Merchant but the Customer states they have not received the goods.

The only way SLM Merchants are aware of this problem is if the customer communicates to the Merchant that their product was not delivered.

This has happened to me on a couple ocassions in the past few days as a Merchant and it has happened to me as a Customer last weekend.

Is LL resolving this issue - which to me is the most critical and serious one since there is no Record / Evidence to the Merchant that there is a problem - we cannot even proactively approach these customers since we dont know they are having a problem ?

---

Toy, there is no re-deliver option? In cases like this I have chosen to re-deliver the item after I check my Dashboard Transaction and SLM order if the Customer contacts me.

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Argus, I know how to resolve the issue and get another copy of the product delivered to the customer ONCE they approach me to tell me that their product didnt deliver.  Resloving the problem is not the issue.

The problem is WHY is this happening and the fact that SLM is basically lying to the Merchant that it delivered a product that it did not actually successfully deliver.  I have not had these type of problems in the 3 years in xstreet/slm... only in the past couple weeks.

[Argus Collingwood Member]

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Cameron Vasiliov wrote:

Ok I understand the situation now, I know this is not related but I need to ask: when the item definetly wasn't delivered I don't understand WHY! they can leave a Review and RATE with an awful little star! Also they can rate even when they have not payed for it and the item is in "Being Delivered" status.

Is this another "Bug" LL you need to fix? or this is how the system will work from now on?

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Yikes! I have never seen this. They paid, you got the money, they did not get item [yet] and they left a review?  They did not pay, you did not get money, but they left a review? I don't understand having never had this happen. What would really help is if we were notified upon product review by email.

[Brooke Linden]

At this point, we have processed all delayed orders, and order status on the Marketplace should reflect the state of the order. You may still see some lag in receiving email, but those should arrive shortly.

If, as Toysoldier Thor comments, you are seeing items as delivered and paid for, but the customer has not received the item in world, please file a support ticket so we can investigate.

During the investigation this a.m., we learned that a fix that was scheduled to be deployed this morning would have helped prevent the delivery delays. Because of the problem, we had to postpone the deploy to occur after the issue was resolved. This release will be going out this afternoon between 2 and 3 p.m. SLT. There will be no down time with this release.

One other question that has come up concerns negative reviews received due to failed deliveries. Please flag the review using the link provided below the review comments, and these will be removed from your listing if the failure is due to a technical problem with the Marketplace.

Thanks for your patience.

Brooke

[Brooke Linden]

These are separate fields. In the first one, put "Marketplace". In the next one (which will appear after you have selected "Marketplace"), select "General Marketplace Issues".

Brooke