Buyer has not completed payment or is not reachable: what do I do?

We generally recommend allowing 48 hours for a transaction to be completed. If a buyer has not paid or you cannot contact them after 48 hours, you can cancel the order.

If the order has not received any payment, no success fee is charged, so there is no need to file an SNC (Sale Not Complete) request.

If the buyer has paid and the transaction is later not completed for an eligible reason, you can file an SNC to request a credit of the success fee.

If the buyer has not made payment

If the buyer has not started the payment process and has not responded to you for 48 hours, you can cancel the order. Cancelling the order will prevent the buyer from making payment. The seller also has the option to block a buyer if no payment is completed within 48 hours. This buyer will be blocked for 90 days.

Non-paying buyers can also be reported to Bob Shop for further investigation or action by emailing hello@bobshop.co.za.

When can I file an SNC?

You can apply for an SNC credit when:

At least 7 days have passed since the item was ordered or the auction was won and paid for.
The buyer cancels the order due to buyer's remorse or for reasons unrelated to the product or service provided by the seller.

Important: Success fees are only charged when there is a payment on the order. An unpaid order will not attract a success fee and therefore cannot be submitted for an SNC credit.

Bob Shop will not credit transactions where:

More than 60 days have passed since the item was ordered or the auction was won.
The seller could not supply the item due to stock issues.
The item received by the buyer was faulty and had to be returned.
The item was not delivered to the buyer.
The item was returned because it was not as described in the listing.
Bob Shop determines that the seller was at fault for the transaction not being completed.

How to file an SNC credit

Log in to your Bob Shop account.
Go to the Selling tab in My Account.
In the Sales section, click File SNC. Only items eligible for an SNC will be displayed.
Select the relevant item and file the SNC.
If you want to cancel multiple items in the same order, you must file an SNC for each item.

What happens after I file an SNC?

Once you submit an SNC request, the buyer has 7 days to respond or appeal. If the buyer indicates that they intend to pay during this period, they have a further 7 days to complete the payment.

If the buyer appeals the SNC, the SNC Administrator will review the case and make the final decision.

You can retract an SNC at any time. If the buyer subsequently pays for the purchase, you should retract the SNC. False SNC claims may result in your account being suspended.

Fees credited for a successful SNC request

If your SNC request is approved, Bob Shop will credit the success fee for the specific item back to your Bob Shop account.