Homepage >> Help >> Selling >> Sale Not Completed (SNC)
In the case of a bidder winning an Auction or Buyers placing an order and subsequently do not pay, there is a procedure for Sellers to follow in order claim back their success fees and to alert Bob Shop of these potentially rogue Buyers.
As a Seller, you can file an SNC alert under any of the following conditions:
Be sure your SNC claim is accurate and valid. Sellers who file false claims will be suspended.
An SNC allows you and the Buyer to explain what transpired in the transaction and your sale can be voided if you are found not at fault. The SNC may only be filed 7 days after and no more than a maximum of 60 days from the original transaction date.
To file a SNC, log into "My Bob Shop", select the Selling tab and at the bottom of the page you will find the option Sale Not Complete (SNC), click on "File SNC Alert" and complete the steps as required.
Should there be no appeal or response from the buyer within 7 days of filing the SNC alert, your SNC will be finalised and you will be credited your success fees back and a non-fulfillment warning issued against the buyer. If the SNC has not been completed by both parties before our debit order runs then you would still be debited the original success fee, however, once the SNC has been completed, your Bob Shop account will be credited with the success fee and you can use this as a credit towards future fees or alternatively request a pay out to a South African bank account.
NOTE: A Seller can retract a SNC at any time. Sellers should retract the SNC if the buyer has subsequently completed the purchase even if it is after the SNC has already been completed.
TIP: Sellers are advised to file an SNC for non-payment before leaving a negative rating. Once an SNC is filed against a Buyer, a non-paying Buyer can not rate a Seller until the issue is resolved. Rating such a buyer before filing an SNC makes the seller vulnerable to a revenge rating.
Below is a list of valid reasons a Seller can specify when filing an SNC Alert:
Buyer Rejected Product.
This reason must be used when filing an SNC Alert in the case where the Buyer has rejected or returned the product as a result of no fault of your own.
Payment Not Received.
The Buyer has failed to pay you thus far for the product/service that you have sold to the Buyer.
Payment Bounced Or Stopped.
For some reason, out of your control, the Buyer's payment was not received in full.
Terms Not Met by Buyer.
Through no fault of your own the Buyer refuses to conclude the transaction disagreeing with the description or one or more of the terms of the Auction.
Buyer Not Contactable.
After multiple attempts you are unable to make contact with the Buyer.
Seller And Buyer Agree Not to Proceed With Sale.
Both parties agreed not to proceed with the sale.
The Seller Made a Full Refund to the Buyer And the Buyer Returned the Item.
The Buyer returned the item and received a full refund from the Seller.
Below is a list of possible statuses for an SNC:
No SNC Has Been Filed
No SNC has been filed for this transaction.
SNC Alert Is Filed
This means that the Seller has filed a SNC Alert and the Buyer has been informed however there has been no response from the Buyer yet. The Buyer is required to respond to the SNC Alert within 7 days otherwise it is assumed that the buyer is at fault in which case a non-fulfilment warning is placed on the buyer's record and the Seller's Success Fees for that transaction are credited.
Buyer Still Plans to Pay
After receiving a SNC Alert from the Seller, the Buyer has indicated that he/she still intends to conclude the transaction. In this case the Buyer is given an additional 7 days to conclude the transaction failing which a non-fulfilment warning is placed on the Buyer's record and the Seller's Success Fees for that transaction are credited.
Fulfillment Pending Sellers Response
If the Buyer indicated that he/she still intends to conclude the transaction (i.e. Buyer still plans to pay) then after 7 days the Seller is sent an email and is required to indicate whether the transaction was indeed concluded. This state is called Fulfillment pending Sellers response.
Transaction Was Concluded
If the Seller indicated that the transaction was concluded successfully then the SNC process ends in this state (without any Success Fee credit to the Seller).
No Response from Seller
If there is no response from the Seller within a period of 14 days as to whether the transaction was concluded then it is assumed that the transaction was concluded successfully and the SNC process ends in this state (without any Success Fee credit to the Seller).
Buyer Appeals
The Buyer has appealed the SNC Alert filed by the Seller. This would be the case if the Buyer does not agree with the appeal reason as stated by the Seller when filing the SNC Alert.
Buyers Appeal Rejected
The SNC Administrator has rejected the Buyer's appeal and deemed the Buyer to be at fault. In this case a non-fulfilment warning is placed against the Buyer and the Seller's Success Fees for that transaction are credited.
Buyers Appeal Accepted - Nobody at Fault
In rare circumstances the SNC Administrator may conclude that neither party is at fault in which case no warnings are filed against the Buyer or the Seller and the Seller's Success Fees for that transaction are credited.
Buyers Appeal Accepted - Seller at Fault
The SNC Administrator has accepted the Buyer's appeal and has deemed the Seller to be the party at fault. In this case a non-fulfilment warning is placed against the Seller and no Success Fee credit is passed.
No Response from buyer
This the status of the SNC Alert should there be no response from the Buyer within 7 days of the Seller filing a SNC Alert.
SNC Retracted
The SNC Alert has been retracted by the Seller. Provided that the Seller has not been deemed to be the party at fault by the SNC Administrator, the Seller can at any time withdraw a SNC Alert (Success Fees will not be credited in this case).
