A buyer reported me for not responding quickly enough to a message about their order, which has resulted in my seller being suspended. More frustrating is that the buyer mistakenly thought he was buying a VG+ record and when he received a G/F record, which is how it was graded in the listing, he wanted a refund. I didn't see the message in time.
Anyway, I refunded him anyway and even let him keep the record. All good, issue is resolved. BUT, then I had to open a ticket with Discogs to get my reinstated.
And now I'm not hearing back from Discogs. Does anyone out there know how long it actually takes for Discogs to process tickets? I've heard everything from 24hrs to 3-4 weeks. And, is there anything I can do to help expedite the process.
Appreciate any insight you might be able to share.
If it takes months, is my only recourse just to create a new ? That seems crazy and def not what Discogs would want, but I think its also crazy that with this infrastructure where Discogs is keeping 10% of every sale, that they wouldn't want to keep sellers selling and also have enough customer staff to process tickets within reasonable timeframes.
If it takes months, is my only recourse just to create a new ? That seems crazy and def not what Discogs would want, but I think its also crazy that with this infrastructure where Discogs is keeping 10% of every sale, that they wouldn't want to keep sellers selling and also have enough customer staff to process tickets within reasonable timeframes.
aaronzimmer
If it takes months, is my only recourse just to create a new ? That seems crazy and def not what Discogs would want, but I think its also crazy that with this infrastructure where Discogs is keeping 10% of every sale
I agree that it is crazy. No way to expedite. On prior service requests, I usually have a response in 7-14 days. It's slow but not months.
Did you actually respond on the order page? I think even if the buyer says they are happy , the suspension won’t be lifted unless you reset the clock on the Seller Not Responding
BaldGhost
Did you actually respond on the order page? I think even if the buyer says they are happy , the suspension won’t be lifted unless you reset the clock on the Seller Not Responding
I did. We've corresponded a lot in the last several days. By "resetting the clock", you mean just responding on the order page, yes?
aaronzimmer
A buyer reported me for not responding quickly enough to a message about their order, which has resulted in my seller being suspended.
For the record, you almost certainly didn't get suspended because they reported you, it will have been because you didn't respond to the seller not responding notice within the four days.
If you have a request open don't open others, keep responses on the same ticket.
Yes, I am monitoring that. Ticket remains open with no updates. I'm aware that adding more messages to the same ticket will not make anyone see/process the ticket more quickly. Highly frustrating that the system can automatically suspend a but they haven't figured out how to un-suspend automatically after an issue has been resolved. PayPal, eBay and everyone else have done this.
Just adding here for anyone else who comes across this same problem:
I attempted to create a new which was denied hours later. Somehow they knew (IP address?) that I had another that was suspended. 1hr later, that was reinstated. Not sure if attempting a new was the reason, but thought I'd share.
