Hi MJO, It's more a matter of mutual respect and politeness. Generally, when there is some issue, the first thing a buyer will do is message the vendor, and 9 times out of 10, for us anyway, we come to a resolution without ever having to involve SR staff. If you are polite and address the issue appropriately, and of course have a reasonable issue, then vendors want to help you. Most of our business is returning customers, so we try to help them wherever possible, and they are generally thankful. We have a mutual respect with all our regular customers, and it is part of that respect that they would want to give us the chance to fix issues ourselves before taking it to the next level. Also, SR Staff are very busy, and as a courtesy to them, it is always best to try not to waste their time by bringing it into resolution if that is at all possible. Proper procedure for a problem with your order is: #1 Contact the vendor and politely address the issue. They should try to help you immediately. #2 If the vendor refuses to help, contact SR, and bring the issue to the resolution center #3 Negotiate with the vendor with SR mediating the situation. SR will try to force a solution. #4 If all else fails, resort to the forums and share your problem with the community. This way it is respectful and fair to the vendor, it avoids wasting SR Staff's time, and generally everyone on all sides are more willing to help. I know this was a long response, but I feel the information should be out there, and it was a good question. Kind regards, Googleyed