Silk Road forums

Support => Customer support => Topic started by: mrAndrestwain on May 08, 2013, 07:38 pm

Title: Unwanted auto-finalize due to SR inaccessibility
Post by: mrAndrestwain on May 08, 2013, 07:38 pm
Hi,

I have a lost package here. I waited until the last day before I was about to hit the resolve button, but unfortunately SR was not accessible this afternoon, even with multiple tries. This is an unwanted auto finalize. We had very good communication with the vendor and the auto finalize was unnecessary.

Is there a way how to correct this, so I don't have the auto finalized case in my log?

Thanks,

mrAndrestwain
Title: Re: Unwanted auto-finalize due to SR inaccessibility
Post by: scout on May 08, 2013, 07:44 pm
SR has been up and running pretty smoothly, as far as I'm aware.  It might be prudent not to leave it to the last day before deciding to finalize or take it to resolution - this would help you avoid the same issue in the future. 

As soon as it starts getting close to autofinalization, you should decide what to do - in most cases, you'd want to take it to resolution, even if only to ask for an extension.
Title: Re: Unwanted auto-finalize due to SR inaccessibility
Post by: Libertas on May 08, 2013, 08:02 pm
As scout has mentioned, leaving an order 'til the last minute to put it into resolution is highly inadvisable.
Best practice is to place the order into resolution if you have not received it after 10 days, and propose a 5 day extension. This will kick in after the original 17 day period for a total of 22 days.

You can read more here:

http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#My_order_hasn.27t_arrived_or_it.27s_not_what_I_expected.

Regarding removing the auto-finalisation from your record, that is done only in very, very exceptional circumstances. This, unfortunately, does not count as an exceptional circumstance.

Libertas
Title: Re: Unwanted auto-finalize due to SR inaccessibility
Post by: scout on May 08, 2013, 08:16 pm
Thanks for clarifying, Libertas.  I was under the same impression re: removing auto-finalization from a user's record and agree that SR Support would not consider this an exceptional circumstance.
Title: Re: Unwanted auto-finalize due to SR inaccessibility
Post by: mrAndrestwain on May 09, 2013, 08:03 am
Thanks for your replies.

It might have been my provider or any other problem on the net. I'll finalize earlier next time.