Dakota Linden

Greetings Xemdra! Welcome to the joys of selling through the Second Life Marketplace. Item Spam is creating multiple Product Listings for the exact same item. If the permissions are different, Linden Lab does not consider the items exactly the same. Unfortunately, it is not possible to create a single listing for an item and then offer alternate colors or permissions options through the same listing, so each option has to be created as its own Product Listing, and therefore, those items are not considered Item Spam.

Greetings! Product Listing Reviews can be very helpful for both sellers and buyers. Hopefully the information provided in this post will help answer some common questions and also help make the reviews more effective for everyone. MINI FAQ What is a Product Listing Review? At the most basic, a review is the Star Rating and written comments from a buyer/receiver about the item. Who may leave a review on a Product Listing? The buyer of the item may post a review, if they are also the receiver. They bought it for themselves. The Receiver of the item, if the item was purchased for them by another Second Life User account as a gift. Why do some Products have Star Ratings but no review comments? The Second Life Marketplace was born out of a 3rd party system that was originally called SLExchange and then renamed to XstreetSL. SLX/Xstreet did not require a buyer to leave a comment when they rated the item. Products that were originally on the old system were migrated to the Second Life Marketplace, along with any Star Ratings and original review comments that were on the Product Listings. It is no longer possible to leave only a Star Rating on a Product Listing. Some type of comment must also be added. Why does the Marketplace use a 5 star rating system? The original SLX/Xstreet used the 5 star rating option and thus was migrated to the Second Life Marketplace system. The 5 Star Rating system is in common use and is usually easy to understand visually. How should the Star Ratings on an Product Listing be interpreted? 1 Star - Poor / Did not like 2 Stars - Fair / Below Average 3 Stars - Average / It is Okay 4 Stars - Good / Above Average 5 Stars - Excellent / Loved It Are Reviews ever removed from a Product Listing? Yes. Unfortunately, there are times when Linden Lab must remove a review from a Product Listing. Anyone may report a Review to Linden Lab but only Linden Lab has the ability to remove the review from the Product Listing. REVIEWS GUIDE Writing an Effective Review As a buyer, your review is most effective if you include details about your experience with the item as this will help the both the sellers and other potential buyers. Keep the following questions in mind when you are writing your review. Do the images on the Product Listing accurately reflect how the item looks in world? Are the permissions on the item correctly indicated on the Product Listing? Does the Item Description provide clear information about the item? Are you pleased with the purchase? If you had an issue with the item, did you try to contact the seller directly before reviewing the item? Alerting the seller to the problem is a courtesy and allows them the opportunity to try to resolve any issues as quickly as possible. Unfortunately, regardless if your review comments are positive or negative, there are some no-no's that will result in your review being removed from an item listing. Profanity A review should absolutely not include any type of profanity, or attempts at masked profanity Flaming/Hate Speech Personal attacks targeted at the seller, or a user in another review, are not appropriate Reporting issues that are outside of the control of the seller or are known issues. Failed Deliveries, Lost In-World Inventory Re-sized Mesh Land Impact. Reporting issues already detailed in the Product Listing. Advertising other products. Encouraging users to buy another, specific product, or to visit your location in world to see the item Negative Reviews from a direct competitor If a buyer purchases an item that they also sell, a negative review of the purchased item could be seen as an attempt to disparage the seller or their items. Posting Chat Logs Chat between users should never be posted in a review. You may post the copy of a script error message, however. Sellers are encouraged to reply to reviews, even if it is just to post a thank you for the buyer purchasing the item. If you are a Seller who has received a negative review, or you are a 3rd party that would like to reply to a review, please remember that the buyer is not required to, nor is it mandatory, for the buyer to contact the seller before leaving a review. Sellers should never leave a negative review unanswered. If the review remains on the listing with no reply from the seller, potential buyers could see the lack of reply by the seller as ambivalence towards their customers and/or products and may choose not to buy the items, not based on an individual's experiences with the item, but based on the seller not being willing to address their customers concerns or issues. At the minimum, a seller should post a reply to a negative review with something like "I am sorry that you have had an issue with the item. Please contact me in world so that we can work together to try to resolve your concerns and issues". This lets everyone know that you are attentive to your customers and their concerns/issues, keeps your reply short and professional, and places the next steps into the hands of the buyer by asking them to contact you. ********* All of the information outlined in this FAQ/Guide is in compliance with Linden Lab's existing policy regarding Product Listing Reviews. I have posted the information in the hopes that it helps clear up that policy for users of the Marketplace so that they better understand what is and is not acceptable when it comes to writing Product Listing Reviews, along with a few personal tips/suggestions from me.

Greetings Contradoor, It is not possible for any user to find out your Real Life information as a result of tipping them or giving them L$ in world.

Greetings All! I have split the recent comments from the Necropost thread as the issue raised in these comments are different from the ones raised in the original thread. I am working on a mini FAQ & guide about reviews that I will sticky at the top of this forum when it is ready. If you have any questions, or concerns about reviews, please feel free to post them in this thread and I will be happy to include them in the Guide.

Greetings HWY! As others have said, an SKU is a Stock Keeping Unit. When you are in a store and you look at the Barcode on an item, this is basically the same thing. It is a way for sellers to have a personally identifying number on their items. 99.9% of Marketplace Sellers won't need, or use an SKU on their items, but it is there for those who use them. There is no fee to list items for sale on the Marketplace. There is a 5% Commission fee that is paid on any sales you have over 10L, and the minimum fee is 1L. If you offer Demo's of your items for Zero Lindens, then you will pay no fee on those sales, since they are Free items. Linden Lab has a few Knowledge Base articles on the Marketplace, with one article dedicated to the Viewer Managed Marketplace system itself, located here: https://community.secondlife.com/knowledgebase/english/viewer-managed-marketplace-r1367/ This is an excellent place to start with learning how the system works,

Hi Fionne Burleigh, Unfortunately, inventory issues happen. I am sorry that you have experienced that. Items in the Received Items section of your inventory are not searchable, so once you get the items, please take the time to move them into the main Inventory area. If you are unable to locate the item, you can then use the Inventory Search box at the top to try to find the item. The Product Listing Title may not be the same name as the item that is delivered. If you need to search for an item, pull up the listing for the item and then click on the Contents Tab. You will then be able to see the name of the item, or the names of some of the items if they are in folders, and can use that information to search your inventory for the product.

Hi Fabuluz, I do not see any blocks or holds on your account so you should be able to purchase Adult items. If you are having difficulty looking for Adult items on the Marketplace, your settings have to be "locked in" before those items will be shown. The easiest way to do this is to change the drop down options to show General, Moderate, and Adult items, then enter a term into the Keywords/Search field then click on the Search button. If there is an issue, the options will switch back to General, Moderate. If there are no issues, the options will remain General, Moderate, Adult and all content will be visible and searchable.

Hello Melody! I am so sorry that this happened. I looked up your account and there is a Support Case from you reporting the issue. Support Case# 02486336. You should be able to go directly to the case through the Support Portal: https://support.secondlife.com/history/

Hi Nijil! I am very sorry that you were exposed to icky content. Unfortunately, it happens, If you run into something like that again, please take a few moments and report what you found by clicking on Help - Report Abuse from the viewer menu. This will allow Linden Lab to investigate the issue as quickly as possible and address/remove any violations. Content such as what you described bothers Linden Lab employees as well, and those who have to deal with those reports have been known to both cry and take a few minutes to try to compose themselves again and continue on with their jobs and we understand it can be very upsetting for users who stumble across such stuff in Second Life, so taking a few moments to report the content can save others from being exposed to the same icky stuff.

Hi Sam, I am very sorry that the only information I can personally provide to you is the normal processing times and to submit a Support Case if your request is outside of that time frame. Unfortunately, I am not on the Billing Team, so I do not have access to any of the information that would directly assist you. Also, please keep in mind that these forums are public, and I would feel extremely uncomfortable discussing specific details regarding your (or anyone else's) account, or account billing transactions, in public, where it is honestly no one else's business.

Greetings! The image you have attached indicates that you are only viewing the Unlisted items, so nothing is showing. Click on the View - All option and you should see all of your listings.

Hello Chic, The change made to the limits on the Process Credits was done to bring Linden Lab into compliance with regulations, as stated in the Announcement post. Billing and Trading Limit increases are based on usage. If your friends requested increases in the past, and Linden Lab saw that their usage was such that an increase was warranted, it would have been granted. If their usage has leveled off, or even gone down, since that time, Linden Lab would not automatically bump them back down to a lower limit. They can, however, ask Linden Lab to lower their Limits back down at any time, if they wish. While they may not be impacted directly by the change, their levels were changed, and they can see the limit on their account page on the Second Life web site.

Greetings Samual! Process Credit times are 3-5 business days, although Linden Lab does try to process the transactions as quickly as possible. If your Process Credit is still pending after 5 business days, please send us a Support Case so that the correct team can look into the issue further. https://support.secondlife.com/

Greetings Bolt! Everyone's limit starts very low at first when you first start buying and selling L$. Your limit will automatically go up over the next month or so until you hit the Resident 1 level. You can see your limits on your account on the main Second Life web site. Here is the direct link for you: https://accounts.secondlife.com/lindex/economic_limits

Greetings! If you are unable to contact Linden Lab via Live Chat, please use the Support Portal. If you are in world, click on Help - Contact Support If you are not in world, you can go directly to the Second Life Support web portal, located here: https://support.secondlife.com/ While there are a few of us on the forums now, including myself and Tommy Linden, the forums are specifically for users to be able to communicate with each other and we may not see your post for a few days, or more, depending upon our schedules and how busy we are at any given time. Although we are trying to provide a greater presence on the forums.

Hello TheHero, Unfortunately, Linden Lab cannot force users to purchase items. I explained that the relevance on your items may be going down in the search returns, in part, because of the keywords, a change that was made to how search works on the Marketplace, which could be contributing to the lower sales since your items are no longer showing up higher in the search returns and are not showing on the first page if residents are using the default of 12 items per page. Additional relevance is lost when searches for Dance Hud are made and buyers purchase other items instead of yours. Those other items will gain relevance while your items lose relevance.

Hello TheHero, I just did a search for Dance Hud and here are the results: I view the Marketplace with 96 items per page. Dance with me Galaxy II HUD 400: Search with General, Moderate, Adult had your item return in row 22 Search with General only, had your item in row 15. Omg Dance with me Angel Effect 259: Search with General, Moderate, Adult had the item in row 23 Search with General only had the item in row 17 Your keywords show one huge possible reason why the items are losing relevance, you have the word "free" in the keywords and your items are not free. If users are search for the term free and your item is showing up, and the people who did the search for free did not buy the item, the relevance on your will go down.

Hello TheHero, Unfortunately, there is not enough information in your reply for me to try to research the issue. Provide me with the name of an item of yours that was selling well prior to the changes, that is no longer selling as well, that has newer items showing higher in the search returns than your item. Please also provide me with the word or term that you used for the Keyword Search that you did. I am happy to do a search as well to try to observe your findings and try to determine if the keywords may be triggering the issue. A deeper investigation would need to be done by the Marketplace team, time and resources permitting, and would require a Bug Report to be filed.

Greetings! As far as Customer Support is aware, the only public facing metrics that are available are on those items with Product Listing Enhancements. You are able to view your PLE Traffic Report page to see how many times your listing has been shown and the click-thru's for the item. With over 5 million active listings on the Marketplace, generating traffic reports for every product may be too much for the Marketplace servers, but it never hurts to request the feature by submitting a Jira Ticket.

Greetings! Failed deliveries are completely out of the seller's control. If any buyer has an issue with receiving the item, they should immediately submit a Support Case for the Failed Marketplace Delivery. Sellers's should in no way suffer a negative review for failed deliveries. Any review that reports a failed delivery will be removed for being Off Subject/Off Topic if it is reported to Linden Lab.

Hello Tamara, Unfortunately, Customer Support and the Marketplace Team are unable to implement a reward system of that type. Anything like that would definitely have to come from On High at the Lab. That is, people WAY above my pay grade. You can always try to send in the suggestion to the corporate office to see if that is something that they might be interested in researching further.

Hi All! Just some friendly information that may help sellers. A few months ago, as noted, search was updated on the Marketplace. If your sales have dropped off, now may be the time, before summer hits, to spend some time tweaking your listings for the changes. 1. Product Listing Title: Make sure the Product Listing Title is effective. If your title is something like "BD-200-Red" it doesn't mean anything unless a buyer is looking for a very specific item with that name. So you will want to make sure your Title really stands out. If you are selling Lipstick, make sure that is in the title of the listing. Using the example in this thread. "Just Kissed Lipstick - Fatpack" would be a perfect title. The name of the item is included "Just Kissed", buyers know immediately what it is; Lipstick, and they also know immediately that the item is a Fatpack, so they will get multiple colors. 2. Product Images: Try to make sure your images are clear and specifically show the item you are selling. If you use a standard format for images for your store that include your store name, product, information, permissions, etc., try to also include additional images that show a close up of the item you are selling. So, again using lipstick as an example, try to include images of an avatar wearing the lipstick itself so that it shows off the color. Try to make sure the image is either a face shot, or a shot of the lips with the color. As we all know, graphics cards and monitors can have shade differences in the actual rendered color. Offering a few different pictures of what the buyers can expect will help them better to decide if they would like to purchase that particular item. 3. Item Description: This is where you have the chance to really set your item apart from other products. The Item Description should spend at least 50% of the space to describe the item you are selling. Is it for classic and mesh items? What are the permissions? If you are selling a fatpack, listing all of the items in the pack can be done in this section, so that your potential customers will know all of what they are getting with their purchase. Watch for spacing in this area. The information should be clear and easy to read with paragraphs, etc. A wall-o-text will make it harder to read and understand. Try to limit information about your store itself, but it should certainly be included. Short and concise about what kinds of items you sell, an invitation to visit your inworld location, if you have one. If you have any restrictions on the specific item in the listing, those should be included here too. If the item is No Transfer and you do not offer a refund on No Transfer items, this should be noted, etc., 4. Features List: One of the Tabs that is available, but is extremely underused by sellers is the Features List. This list is included in search, and acts as a type of Keyword search for your item. The name of the item should be listed, the permissions should be listed, if the item is Mesh, it should be listed. If the item has multiple colors, a Hud, etc., these should all be listed on separate lines on the Features List to help generate additional views. 5. Keywords: Keywords should be inclusive for the item being sold in the listing. Your should include words that help tag the item. So if your item is Red, then red should be in the keywords. If the item is Mesh, then the word Mesh should be in the keywords. If your item is not something, you should refrain from saying that in the keywords. If your item is not mesh, then you should not say No Mesh, in the keywords. Your item will show up when someone types Mesh as a keyword search. (I explain this more down below). 6. Related Items: Related Items should be used to draw potential customers to your other items. If you are selling a Fatpack, but you also offer the items in the pack as individual purchases, you should consider linking those individual items to the FatPack using the Related Items feature. If a buyer isn't really wanting to buy an entire Fatpack for 1 item, knowing they can purchase the item by itself, and having a quick link to that item will help to drive sales. If you have a lot of items in the Fatpack, you could instead include the individual links to the items in the Item Description (Above) and use the Related Items to link to other similar options. Again, using the Lipstick Fatpack sample, you could use the Item Description to list all of the colors in the FatPack (if they are individual items and not a HUD Controlled color picker) with links to those individual items, and then use the Related Items option for linking to any other Lipstick Fatpacks you sell. So, why do we only want to use keywords that apply to the item in an inclusive way? Part of the search changes takes into account your sales conversion compared to search. So if your item does not include mesh, and you put "not mesh" in the keywords, your item will show up when someone searches for Mesh. This might be considered a good thing, since your item will be shown to more people, but in reality, under the new search changes, your item will get hurt. The more times your item is shown in a keyword search without being purchased, the ranking on your item goes down. Here is a small example to show how this works. Say you use the keyword Mesh in your item, but it isn't mesh. When a user searches for mesh, your item shows up, but since it isn't mesh, no one buys it when they use that search term. At the start, your item is shown in the 4th spot. This, at first, might be good. It is showing high up in the relevance, and more people are seeing the item. But no one is buying it. After a while, your item will slowly lose relevance and one day a search is done, and instead of your item showing up in the 4th slot, it is down in the 15th slot. Having the word mesh in your keywords is actually hurting your item, even though it is shown to more people. Cheers~

Hi! As a seller you can download and save your entire Marketplace sales history. Log into the Second Life Marketplace https://marketplace.secondlife.com/ Click on the My Marketplace link at the top of the web page and choose Merchant home from the drop down options. Once you are on your Merchant home page, click on the Reports - Orders link in the menu on the left. Enter the Start and End dates then click on the Go button If you have a lot of sales, it may take a while to generate the list. After the report is generated, click on the Download CSV link to save a copy of the report.

Greetings! I am sorry to hear that there was an issue with another user regarding a product that was purchased from them. As has been said in the posts in this thread, Merchants cannot remove a review from their Marketplace Product Listing. They can report the review and Linden Lab will look over the review, and if it is found to be in violation of any Linden Lab policy, the review will be removed. If a Merchant removes the original listing and creates a new listing for the same item, please report the new item listing by clicking on the Flag this item link and then choosing the options: Spam or Disallowed Listing Practices - Item was disabled and relisted. Removing a listing and then creating a new listing for the item is absolutely not allowed.

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