Quote from: crazycanadian on November 16, 2012, 12:51 amPlease help me I forgot my pin, and now am trying to purchase somethiung but cant and am down to my last try/attempt please someone help me out.http://dkn255hz262ypmii.onion/index.php?topic=35926.msg409803#msg409803 Quote from: squidShepherd on August 15, 2012, 08:13 amUPDATE: PIN reset period is now 3 days instead of 1 week!Utilizing and Working With SR Support and the Resolution CenterA GuideThis guide is intended to cut down on the number of messages sent to Support by telling you what information they'll need to solve any problems, and what problems they can't solve.Post any questions, I'll update this post.The Infamous PINSupport gets more PIN related messages than anything else. They'd get half as many of these or less if everyone understood the reset process a little better.1. Enter 5 incorrect PINs to lock it. At this point an automated message will be sent to you by Support, notifying you to reply "in 7 days," meaning after at least 7 days, to have your PIN finally reset. This message is no longer correct, it's 3 days.2. Wait 3 days. Not 2 days, not 1 day, and certainly not 5 minutes. Feel free to wait 5, 14, or 30 days, just make sure it's 3+.3. Reply and wait for new message telling you to log out and in.4. Log in and set new PIN.Why does Support make you wait 3 days to have your PIN reset? It's in case your account has been compromised, and someone else is attempting to empty your wallet. Assuming any identifying information may be compromised with your account, the one thing Support can do is give you some time to find out that someone else locked your PIN and message them that it wasn't you, before they can take your money.Missing PackagesAny issue regarding the pending completion of an order, such as a package not arriving, is referred to as a resolution matter, and can only be fruitfully discussed in the resolution center. Unless the order has been finalized, Support's response to messages belonging in the RC is "Please refer resolution matters to the resolution center." Whether you want a refund, or an extension, take the order to the resolution center before it auto-finalizes by clicking "Resolve" next to the order.If you've finalized, that's that. Support can't get your money from the vendor's wallet, they lose power when the funds leave escrow. Support gets a number of messages saying "Yeah, this vendor made me FE and now I want a refund cause the order never came and they're not talking to me now and it's been like a month." The answer is invariably some variation of "Sorry, can't help you with funds released from escrow, talk to the vendor and if they ignore you leave accurate feedback about your bad experience so others can make informed decisions."Missing Transaction Number"Yeah, this vendor wants to refund me but they need the transaction number and I don't have my account history anymore, they said to ask you." Who here sees the flaw here? If you need a transaction record, Support can grab it easily if you just give them 3 key pieces of information - vendor, product, and approximate date of purchase.I/My Buyer Can't Finalize (Early)Support gets a sad number of messages regarding vendors with under 35 transactions requesting FE. This is not allowed - that is why vendors with under 35 transactions get a 3-day period after shipping before buyers can finalize.New vendors, stop requesting FE. It's in your contract that you can't yet.Deposit Won't AppearDeposits into your SR wallet will typically be fairly quick, but they can sometimes, much less often, process very slowly, taking upwards of 24 hours. So feel free to message Support, but don't freak out too early. If your coins don't appear within reasonable time, message Support with the receiving address used on the deposit and how much it was.I Want to Cancel My OrderThe cancel button becomes available after 4 days of processing, for when a vendor is negligent and fails to ship your order. It is not for backing out of orders because you changed your mind; that's why it's not available immediately. If buyers could easily back out of orders, there would be a lot more impulsive order/cancellation pairs, which would disrupt some larger or less organized vendors.Support will not cancel it for you.I Have a SuggestionThere's a section for that here on the forum. If you message Support with it, they advise you to pos it there and provide the url for the subforum.My Refund Was NOT 100%The order was hedged; you were refunded the dollar value you put into escrow, at the exchange rate of the time of refund, resulting in a different number of BTC.But why is that 4% fee taken out even when the vendor just cancels right away?! That's so not fair!What most people don't seem to realize is that it's not a simple fee. It's a facet of currency conversion - when a hedged order is placed, your BTC are virtually converted to USD. When the order is closed, whether by finalization or resolution or cancellation, those virtual USD are converted back to BTC. Any time you engage in such a conversion, real or virtual, you lose the bid-ask spread. This is usually about 4%.I'm Not Getting a Response from RC StaffThe RC staff will see your transaction in the center after it comes due, when they get through the transactions before it. If you put a 14 day extension on it, they'll see it after 14 days, when it's due again.- grahamgreene