Marketplace/Support for sellers
Having problems selling on the Marketplace? Please check this list of questions for a solution to your problem.
How do I redeliver an item to a customer?
Learn how to redeliver an item here.
As a Merchant, what happens if there is a problem with a Marketplace purchase that uses PayPal or a credit card?
If an item is not delivered to the shopper after an attempt to purchase on the Marketplace using PayPal or a credit card, then the transaction will not appear in the Transaction History for the Merchant. No funds for the unsuccessful purchase were transferred to the merchant, so the shopper should attempt to purchase the item again with their existing funds.
Why are deliveries so slow?
Also related, you may have heard these complaints from your customers:
- "Why didn't my order get delivered? It's been several hours!"
- "Items failed to be delivered but my L$ is gone, and I haven't received a refund. What happened?"
We're so sorry about how confusing and painful this is for both you and your customers.
Short explanation: Try waiting for up to a day for this to correct itself. There are several interrelated causes, and we're working towards an overall faster and more reliable Marketplace system, which includes replacing Magic Boxes.
Longer explanation: If your customers have complained or you've noticed, slow deliveries may be more noticeable because unlike the old Xstreet (which closed for purchases on 2010-10-06), you have a cart to which you can add multiple items, and we can only send so many items at once to be delivered.
As Brodesky Linden commented in top-priority issue WEB-2920, there are at least 6 distinct but related issues happening here.
If you see lines that look like:
- [ITEM NAME] Undelivered [L$PRICE] Not paid Not available for redelivery
this may be because the items are in the process of being delivered, so wait up to a day (as tedious as that feels), then re-check your order history to see what happens.
My item was flagged! What do I do?
Please don't panic. Just because your item is flagged, it isn't removed automatically. Flagging also does not affect search relevance.
If an item is flagged, the item goes into a queue, and based the flagger's rating, the flagged item will move up or down in the queue. People who abuse flagging will be ignored.
If your item was flagged for being in an incorrect category (the most common reason for flagging), the first thing to check is to see if there are sub-categories under the section where you have your item currently listed, and move your item to a more appropriate section. Do not post items in the "Root" categories such as Apparel, Home & Garden, etc. unless you absolutely cannot find an applicable sub-category that applies.
Your item can also be flagged for having an incorrect maturity rating. Please correct the maturity rating on your item.
If you still have questions about why your item was flagged or unlisted, please submit a support case and include the exact name of the product as it appears on your Manage Inventory page.
My question isn't here. How do I get help with my problem?
Find out how to get help with a specific problem at the Support Portal.
Spot something missing from these Marketplace pages? You can help your fellow Residents and directly contribute to many of these help pages! Learn more.
Please note: To get support for Marketplace problems, please open a new support case.