Lost transferrable items

Ok.. i know this has probably been trotted out before, but I am really interested in the policy other store owners have for replacing Trans OK items that people claim LL have eaten.

Lets say the items were received and then rezzed but later lost from inventory.

Our store has a clear policy notecard that is delivered to the shopper when they enter.


Why I am writing this is because i got 2 notecards from 2 friends, both claiming to have bought several items from our store.. the one bought X very popular item and the other bought Y very popular item, both transferrable. Both notecards were written 2 days after purchase at around the same time.

One wrote me a reasonably nice notecard saying the stuff had been lost, and the other a notecard demanding I resend the items plus items she had bought over a month ago that she claimed went missing too.

When asked if she was able to rez the items after purchase, she said yes she had been, but they had become lost sometime after that.

Being mad busy I wrote back and asked her to clear her cache and also to file a ticket with LL.. which she refused to do. I said i would be willing to resend the recent items on condition she filed the ticket.. at which point she became abusive.

I sent the items .. only just to be free of the stress of the whole thing ...

so what do other store owners do in cases like this.. where the item was clearly delivered and rezzed inworld.

if you sell nocopy items SL will eventually lose them.
if you want to keep your customers happy and coming back you should replace them
they will refer to their friends too
but its your business and your policy run it any way you see fit

The key word in your original post is that these are friends. You should trust your friends or they would be more acquaintances. Even then its difficult to know if someone has lost their purchased item or not.

With that said, there should be a time limit as well. Someone purchased something 2 months ago should not be looking to have it replaced on demand. They must also understand the situation everyone is in. You asking your customers to file trouble tickets is a good idea, not only to monitor which items are repeatedly being lost but informing LL that the issue has not gone away.

Do the two people know each other? If they do, it would look very suspicious to me.

I've only ever had one person demand a replacement for something that SL (allegedly) lost after it had been rezzed, and I didn't replace it. I was going through the usual things with her, but she was rude and she was the one who ended the dicussion during it, prefering not to deal with me. Presumably she didn't like that I didn't take what she said without question. She thought I was being rude by asking questions about it.

Most of the time it happens to me is when items have been retured to them and they can't find them in their inventories. I help them to find them. But if a person refuses to do the necessary things, as one of your people did, I wouldn't replace anything for him/her. It's not your problem if SL chews their stuff up.

I had one case where a girl bought replacements for things that had been lost. Afterwards we started chatting and she told me that stuff had been returned to her and was lost that way. I helped her find them in a coallesced object, and had her rez it in my store. Her things were there and she took them into her inv. Then she gave me back the replacement items that she'd bought, assuming that I would refund for them but without asking first. I did refund, of course, but she could have asked

they shopped together and then sent the notecards at the same time 2 days later..

like i said one was polite the other wasnt...
oh well.

Personally, customer goodwill wins out every time, even if it sometimes makes me feel like someone's pulling a fast one. I would have sent a copy/no trans version to them, with a sweet note explaining how SL does often cock-up, but now that I've sent them a copiable version, they should always be able to re-rez another one if their rezzed version goes missing.

To be honest, though, this *does* sound like two people pulling a fast one. On reading your post, my thoughts immediately went to: they probably both wanted a copy of items X and Y (and the other items that one of them claimed went missing) but didn't see why they should each pay you, so they tried the old "oops, SL ate it" trick to get another one. Copy/no trans would solve that issue: the person buying could rez copies for both of them to use, but not give them to their friend.

In view of the fact that they shopped together, sent the notecards at the same time, and each had a different item go missing, neither of which the other bought, there would be no doubt in my mind that they were trying to get something for nothing.

I wouldn't supply copy/no trans though, because plenty of people buy my stuff for use in their rental places, and if they are going to use multiple copies, I don't just want to sell one - not even at 3 times the price. I do good quantity discounts instead, and they are usually happy with that. I used to rent out 60 skyboxes, and I wouldn't want to sell one bed, for instance, and have 60 of them being used. Copy/no trans depends on what the item is I suppose. I see no reason not to do it with clothing, for instance, but I don't like it for furniture.

Just make sure you always keep a list of people who lost things (or if you think you'll loose the list use the Notes tab on their profile to make a brief summary of what happened and what action you took - or do both ).

Thats a great idea Kitty thanks..


I live and learn.

I have not had many ppl lose stuff but have had things go wonky, like permissions changing and such

if the item is no copy. transfer I would offer to replace the item with a no transfer copy version *(being I create clothing and such that would not hurt me for additional sales such as say copy furniture type things)


I have also recently started keeping the monthly reports from my account transactions info

I remember a LONG time ago, Craig Altman telling me that he uses the notes section on a person's profile as it is easy to access when someone im's about something (I might start doing that too)

I haven't had many customers need stuff replaced, but I too do this.

I was suspicious once when a customer claimed to have received the folder and a LM but not the flowers... but I still sent him a replacement. And added his name to the list...