A friend of mine can't choose the issue type when contacting the support

[LynValentine]

A friend of me bought a latex texture from the marketplace, the texture did cost her 1,200 L$, but all she received was a prim with a notecard inside and on that notecard was the URL of a file hoster and when she checked that URL she found nothing (sounds like a scam).

I told her to contact the support, she should report that and ask for a refund. She tried to do that, only problem is: she can choose only Account Issue if she clicks on Issue Type (while i can choose of Billing, Marketplace etc). She even has a "robot check" on that page (while i have nothing like this there).

How can she report this issue and ask for a refund if she can't choose the right Issue type?

Can i report that issue for her (since i can choose the issue type)?

 

[Garnet Psaltery]

I'm not sure what the problem here is but has your friend had her email address verified? 

[LynValentine]

She says that she had it verified several years ago.

[LynValentine]

The problem is that she can't contact the support and submit a ticket under the correct issue type, because the issue type that she would need isn't available for her.

[Beth Macbain]

5 minutes ago, LynValentine said:

The problem is that she can't contact the support and submit a ticket under the correct issue type, because the issue type that she would need isn't available for her.

Shouldn't she be contacting the seller instead of support? 

[LynValentine]

She just has verified her email address again, but nothing changes, she still can't choose the correct issue type.

[LynValentine]

1 minute ago, Beth Macbain said:

Shouldn't she be contacting the seller instead of support? 

She tried that, but it seems he wasn't online in a long time or he doesn't give a f*ck.

 

[TDD123]

8 minutes ago, LynValentine said:

The problem is that she can't contact the support and submit a ticket under the correct issue type, because the issue type that she would need isn't available for her.

Then file the request without any selection ( from memory I thought that was possible).

 

 

[LynValentine]

4 minutes ago, TDD123 said:

Then file the request without any selection ( from memory I thought that was possible).

 

 

Nope, to choose the issue type seems to be mandatory or else she can't click on the "send" button.

 

I checked it from my account and i could even send a empty support ticket (no issue type, no text, nothing in it) if i wanted to do that.

Edited February 13, 2020 by LynValentine

[Maitimo]

Your friend likely has a Basic account rather than Premium. Basic accounts have far fewer options for submitting tickets (intentionally, I imagine, as an encouragement to purchase Premium membership).

However, Marketplace product issues should be reported on the Marketplace itself rather than by support ticket. Each product page has a "Flag this item" link, in the column on the right hand side below the Like and Share buttons.  Click that and select "Item not as advertised".

However, neither flagging an item on the MP nor submitting a support ticket will get a refund for your friend. They might remove the listing, they might ban the seller. But she will not get her money back. She can only chalk it up as a lesson learned. 

Edited February 13, 2020 by Matty Luminos

[LynValentine]

Funny, i have a basic account too and have full access to all issue types (maybe my tickets will have a lower priority than the tickets of a premium account).

[TDD123]

Perhaps file a ticket on her behalf first about her account not showing the same options as yours ( not sure if LL will accept to handle the ticket, but one can try, right ? ).

 

[LynValentine]

6 minutes ago, Matty Luminos said:

Your friend likely has a Basic account rather than Premium. Basic accounts have far fewer options for submitting tickets (intentionally, I imagine, as an encouragement to purchase Premium membership).

However, Marketplace product issues should be reported on the Marketplace itself rather than by support ticket. Each product page has a "Flag this item" link, in the column on the right hand side below the Like and Share buttons.  Click that and select "Item not as advertised".

I just checked that and if you choose "Item not as advertised" you get four options to choose after that and none of the options describe the problem (Incorrect Listing Category, Incorrect Listing Image, Item Permission not as advertised, Language Options do not match English Information). There is no way to tell them that you received a empty prim only.

[LynValentine]

Ok, seems the issue was solved. After verifying her email address again (she said she would have sworn that she verified it already) and reloading the page she suddenly has all options.