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Carolyn J. Bickford

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Posts posted by Carolyn J. Bickford

  1. We do not currently have a feature to allow sellers to block specific buyers from their store.

    However, we will request a seller's wish not to do business with a specific buyer.

    Please email this request with the buyer's user ID to support@atomicavenue.com. You may cancel future orders from the seller, and if you let us know, we will mark the cancellation as non-scoring.

  2. We and the sellers who shipped orders to you have to keep a receipt of transactions. We do not share your information with third parties, except as required for auditing and regulatory purposes and in response to subpoenas in case of suspected criminal activity. 

    If you wish to no longer receive communication from Atomic Avenue, log in to your account and go to My Account > Profile and uncheck yourself from all newsletters.

    You may also email support@atomicavenue.com and request to be permanently banned and fully blocked from Atomic Avenue. We can ban your account and make it inaccessible to you and to anyone other than Atomic Avenue and any sellers with whom you have had transactions.

  3. Buyers can only cancel an order after the Processing period closes, so it is in your best interest as a seller to ship an order as quickly as possible in order to prevent capricious cancellations. Buyers can also cancel regraded items as soon as they are regraded. Before that, buyers will need to email a seller if they want an items cancelled off the order or the order cancelled altogether. If this is the buyer's decision, sellers should cancel the items or the order at the buyer's request. Sellers can forward the buyer's cancellation request and note that they have completed the cancellation to support@atomicavenue.com and Atomic Avenue can mark the order as non-scoring. Sellers won't get penalized for the cancellations, but they also won't get credit for having shipped any remaining items on time. If you don't ship before the processing period closes, and the buyer cancels before you ship it, it will count against your seller performance score.

  4. We required address verification for security. Contact your bank to add your shipping address to your account for address verification purposes. You may also consider using Paypal checkout , or Paypal for checkout, as this has more options for address verification.

  5. We are sorry you are having a negative experience with a seller on Atomic Avenue. The seller has offered to reimburse you for your return shipping cost. But to get the refund for the book and the reimbursement, you need to ship the item back to the seller.

    Your feedback is visible to other buyers. Many buyers will review the statements from other buyers, as well as the seller's rank and rating before they buy. There is no need to correspond with the seller further, other than to return the damaged item, check your confirmation that your return has been received, and expect a refund within 5 days of the seller's receipt of the returned item.

    • Like 1
  6. If you are getting listing notifications, you have items marked as for sale and Sidekick set to post the items. Follow these steps:

     

    1. Remove your Atomic Avenue Inventory. Go to your My Account > My Store page, Click Store Setup at the top, then and click the “Remove” button at the bottom of the page. Make sure that you remove inventory from all databases shown in the Database ID drop down.
    2. Cancel any outstanding orders. Let the buyer know the books were listed accidentally and cancel each order so they can receive a refund.
    3. Go to ComicBase, and unmark your books as “For Sale”. Launch ComicBase, then use Comics > Mass Change to change “For Sale” to not be checked. Apply this change to all titles.
    4. Check to make sure that your preferences aren’t set to mark new comics as for sale. Check Setup > Preferences and make sure that “Mark new comic as For Sale” is not checked.
    5. Tell Sidekick not to post your For Sale comics automatically. Right-click on Sidekick in your notification area (the bottom right of your computer, next to the clock; you may need to click the upwardly pointing arrow icon to see it; Sidekick is the little super-hero icon). Right-click Sidekick and choose “Settings”. Check your schedule and make sure that Sidekick is set to post your comics for sale “Never”.
    6. Add notifications@atomicavenue.com to your safe sender list. If your comics are posted to Atomic Avenue, you will receive a notice from that address, including instructions such as these on how to remove accidental listings to Atomic Avenue, and prevent it from happening again.
  7. If you do not have tracking on an international order, contact Atomic Avenue support at support@atomicavenue.com with the order number. Atomic Avenue will withhold the disbursement to the seller until the seller provides proof of delivery, proof of refund, or the buyer confirms receipt of the order. We will also review our system to make sure orders cannot be shipped without tracking. International travel restrictions have affected international delivery times, with orders from the UK to the US taking as long as 2 months. See this thread for recent information. You can also review the international incidents update page for Royal Mail which has noted delivery delays through the Los Angeles, San Francisco, and Chicago gateways. Contact the seller directly for more information including the tracking number.

     

  8. You will see the buyer's contact information when you click the order number under the order # column under the Sales bar in your Recent Activity section. If the buyer's contact information is incorrect, such as a bounced email or disconnected phone number, contact Atomic Avenue support. All users are required to have valid contact information.

    If you don’t have an item that a buyer ordered, cancel it from the order. Atomic Avenue will issue a refund to the buyer for the cancelled order. Here is an article with instructions.

  9. If there is information that you want included on the Atomic Avenue order, put this information in the Grading Notes field. ComicBase does not include custom notes in the inventory information posted to Atomic Avenue.

    Alternately, you can cross reference the items the buyer has purchased with the custom notes your for the item in ComicBase, though this may be tedious with large orders.

  10. To find a specific seller's store and their inventory, log in to Atomic Avenue.

    Click the Find button in the upper left hand corner next to the search bar.

    In the drop down menu that you see, select Advanced Find.

    In the window that appears, but the seller's user ID into the seller field and click the Find button at the bottom of the page.

    This will take you to the seller's store. You can use the search bar to find items within the seller's store or browse the store.

  11. In this time of increased shipping delays, we are working to improve customer support and satisfaction on international orders. As of Friday, March 26, 2021, tracking will be required for all international orders. 

    Sellers shipping internationally will have to provide a tracking number before they can mark an order as shipped.

    We strongly encourage sellers to use tracking on all their orders as this allows buyers and sellers to locate their order in transit and be able to know when an order is expected to arrive. If tracking is not provided, Atomic Avenue may hold the seller’s disbursement until the buyer reports receipt or a refund is issued to the buyer.

    • Like 1
  12. If an item has been cancelled by the seller or buyer, or regraded by the seller, before the order has been marked as shipped, the buyer will receive a refund from Atomic Avenue within 24 to 48 hours. Your bank may take 3 to 4 business days to process the refund to your account. If you do no see a refund posted to your account within a week of the cancellation, contact Atomic Avenue at support@atomicavenue.com with the order number to receive proof of the refund.

    In some cases, particularly if a seller has regraded items, and the buyer has cancelled the regraded items, the buyer may see multiple partial refunds for an order, rather than just one. If you placed several orders (purchased from multiple sellers simultaneously), and more than one seller cancels an item or an order, you will see separate refunds associated to the orders, rather than to the transaction.

    In some cases, your bank may create an authorization hold before processing your transaction. You can typically recognize an authorization hold as it will marked as or be categorized as "pending." Typically, a bank releases an authorization hold when the payment is processed through to Atomic Avenue, but some buyers have reported seeing both the pending and processed transaction, which looks like a double charge. Typically an authorization is released within 24 hours, though buyers have reported seeing an authorization charge remaining for up to a week. If the authorization charge was for a payment which Atomic Avenue refunded, there could be further confusion as the bank itself can take 3 to 4 business days (excluding weekends, holidays and bank holidays) to process the refund to the account. You can contact Atomic Avenue at support@atomicavenue.com to investigate erroneous or duplicate transactions, which Atomic Avenue will investigate and correct within 24 to 48 hours. Unfortunately, if the charge you see is an authorization charge, Atomic Avenue does not see or have those funds, and cannot release the authorization hold. 

  13. Listing your comics for sale on Atomic Avenue is free. There are also no monthly store fees or item listing charges. Atomic Avenue only collects a commission, based on the following table. The only fees you pay are on items sold, as per the table below, and they include all financial transaction fees/credit card charges.

    Sellers receive a disbursement for an order on the Monday two weeks after an item has been marked as shipped. Atomic Avenue may delay a disbursement or hold disbursements if there a claims or problems with an order or orders, and will release the disbursement once the problem has been resolved.

    Payments are made to the Paypal account you've put into your Contact info on Atomic Avenue. If the email on your Paypal account is not the same as this email, you can either create a Paypal account specifically for that email address, or append that email to your Paypal account. Information on how to add additional email addresses to your Paypal account is here: https://www.paypal.com/gf/smarthelp/article/How-do-I-add-additional-email-addresses-to-my-account-FAQ1686

    The commissions for Atomic Avenue sales as of January 21, 2021 are below

     

    Order Total (Excluding Tax and Shipping) Commission (Includes Credit Card Processing/PayPal Fees)
    Under $25 $0.50 + 15% of total sale price
    $25.00 – $99.99 $0.50 + 12.5% of total sale price
    $100 and over $0.50 + 11% of total sale price

     

  14. It is important to make sure any items sold on Atomic Avenue have been removed from your ComicBase inventory before you post inventory to Atomic Avenue for sale. ComicBase provides several ways to do so provided you know where these settings are.

    Most sellers use Sidekick to mange updates and posting to Atomic Avenue. If you are using Sidekick to automatically post your updated inventory to Atomic Avenue, go to the Checking Sales and Purchases setting in Sidekick and check Automatically deduct sold items and add purchased items to database.457895800_SidekickSellingSettings(Dark).thumb.png.6afa245a5c4f7ec51443304058e85ad5.png

    If you are not using Sidekick, you can set your ComicBase Preferences to check for new sales and purchases each time the program is launched. You will need to exit ComicBase in order to have it relaunch.

     305426844_CheckingforSalesPreference.thumb.png.c16a6d62b413af21d5b2f143c83a9f93.png

    If you are not using Sidekick and you want to leave ComicBase active all the time, you can manually remove sold inventory by going to Internet...Selling and running the check for sales command. As this is not automated, you plan on running the command at a regular time each day or after marking an order as shipped.

     

  15. When a seller cancels an item or an order on Atomic Avenue, buyers are encouraged to leave feedback. Sellers are aware that cancellations are prone to negative feedback from buyers, and are strongly encouraged to keep their inventory on Atomic Avenue up to date. Item cancellations are reflected in the seller's performance score and Atomic Avenue has, does, and will continue to ban sellers with inadequate seller performance scores, which include a seller's fulfilment rate. (This is also why sellers may offer to replace a missing comic in an order rather than have to cancel it.)

    Atomic Avenue pulls seller inventory from an inventory-management program called ComicBase. When an item is sold, it is removed from Atomic Avenue, but if sellers do not remove sold items from their inventory with a command or an automated assistant, when they post updated inventory to Atomic Avenue, it may show already-sold items. Before posting updated inventory (with new items, changed prices or other updates) sellers need to sold items from their ComicBase, which they can do automatically, either hourly, daily, or weekly, or at a time period of their setting using a ComicBase tool called Sidekick, or manually with the Check for Sales... command in ComicBase. If sellers have inventory sold elsewhere, they will need to remove sold items manually. ComicBase support will help sellers who are having issues with automated removal.

    If a seller does not manage their physical inventory (particularly if they are selling in multiple venues) or remove Atomic Avenue sales either with the ComicBase command or ComicBase before making subsequent sales, the seller may have to cancel missing items and have Atomic Avenue refund the missing item or items. 

    Recently and occasionally, two buyers have checked out with the same item from the same seller in their cart within the same minute of one another. This can result in both buyers having an order for the same item. Atomic Avenue can and will confirm this as a synonymous order and quickly refund the latter order without it affecting the seller's performance score. Buyers can confirm this as the case directly with Atomic Avenue.

     

  16. Effective Jan 1, 2021, value added tax (VAT) must be collected for all goods entering the United Kingdom (UK). Previously, the UK collected the VAT directly from buyers upon receipt of the package in the UK; now it must be collected at the time of sale.

    There will be a 20% VAT rate on all goods valued up to £135 (about $180 USD). Atomic Avenue will calculate and charge this VAT tax to UK buyers, and this amount will be given to the seller in the disbursement for the order. The seller will be responsible for having a VAT number for the UK, including the VAT number on the customs form, and making quarterly payments and reports to the UK.

    To prevent your UK shipments from being delayed, held, or returned by UK customs in 2021, please take the following steps:  

     1. Register for a VAT number with the UK:  https://www.gov.uk/vat-registration  

    2. Collect VAT at the time of purchase.  

    3. Make quarterly VAT return payments to the UK in UK currency. You may also need to file returns during periods when you have no sales.

     In addition, you should include your VAT number on your customs declarations.

    For sellers who wish to refrain from obtaining a VAT, currency conversion, and filing reports with the UK every 3 months, ComicBase and Atomic Avenue now support excluding UK sales. To do so update to the latest version of ComicBase and select the "Do Not Sell to UK" checkbox in the Internet > Sales section.

    Atomic Avenue will support cancelling 2021 orders to the UK as non-scoring transactions before they have been marked as shipped. If you have a UK order but do not have a VAT number, select Other... from the cancellation reasons and enter "no VAT number" in the reasons box. The order will be marked as non-scoring and the cancellation will not affect your seller performance score. At the seller's request, Atomic Avenue may remove negative feedback regarding non-shipment from UK buyers. After 2021, sellers who cannot ship to the UK should have an updated version of ComicBase which allows them to exclude UK buyers from their store.

  17. @Paul Wills We used to allow store inventory to be visible when a seller had set the store to be "on vacation." Unfortunately, it generated so many questions and aggravation amongst buyers that we chose to hide stores that are on vacation. Sellers typically do not repost and update inventory while their store is on vacation, and if their inventory included a comic that had undergone a price spike, value-oriented buyers would bombard the seller with email and phone calls wanting to know when the item (at that price) would be available to buy, as well as send inquiries to Atomic Avenue, and to other sellers asking them to match the outdated price. Sellers have various reasons for setting a store to be on vacation -- typical ones are going out of town or temporarily not having access to inventory; others are illness or care for others. In the latter case, the inquiries were unwelcome. And Atomic Avenue pointed out that if it was a store with a lengthy break (as might be the case for illness) that the prices would almost certainly undergo a price update before being placed into active sales again.

    Your concern about buyers having an impression that a favorite seller has disappeared is valid. Would it make sense for you as a seller to have a "will return by" annotation, even though it would only be seen by buyers who are looking for you by your user ID, as inventory would still be hidden?

    • Like 1
  18. Buyers should be aware that USPS is experiencing unprecedented volume increases and limited employee availability due to the impacts of COVID-19, and the Universal Postal Union has declared a force majeure on delivery times, pending finding alternative routes for international delivery as many passenger routes have been disrupted due to the impacts of COVID-19. While following up on buyer inquires about delayed packages, we have the following reports to advise buyers as to when to expect an order placed in November or December of 2020. If a package is overdue, please contact the seller, who can initiate a mail search with USPS or their national carrier.

    An order shipped via USPS Priority 2-Day mail from Florida on December 15, 2020 arrived (first delivery attempt made) on January 7, 2020 in Virginia.

    An order shipped on time from New York state via First Class USPS mail on December 12, 2020 arrived on January 6, 2021 in Mississippi.

    An order shipped on November 2, 2020 from the UK arrived in Oklahoma on January 7, 2021. 

    An order shipped on November 7, 2020 from the UK arrived in Oklahoma on January 11, 2021.

    This indicates intra-US packages may currently take up to 4 weeks to arrive even when sent via First Class/Priority mail; and international packages may take up to 3 months to arrive, possibly longer if from a country that has embargoed shipments or has disrupted passenger travel routes.

    Your local post office or national postal service should provide information about known delays and disruptions. All sellers mark orders as shipped when they ship their package, and you can view that data as well as tracking information by logging in to Atomic Avenue, going to My Activity > Recent Activity and clicking on the order number (under the Orders column) under the Purchases bar. The order page will also provide contact information for the seller, whom you can contact directly about overdue packages.

  19. Only sellers see the shipping estimates; this is not visible to buyers. It's a guideline for the seller for choosing an appropriate shipping choice, but it's reasonable to add 1 to 3 days on to that when USPS itself is adding that expectation. We expect buyers to be aware of COVID-19-related delays (as well as other impacts such as the unprecedented volume increases reported by USPS this holiday season.) If we get an inquiry ourselves about late package arrival, we advise buyers of these delays and to check the tracking provided by the seller and their local postal service about known delays. We do not penalize the seller if the seller shipped on time.

    Just as examples, this Spring a Malaysian buyer reported his package was 2 months overdue from the UK. As his postal service should have advised him, Malaysia had put an embargo on packages from the UK and the buyer would simply have to wait until it was lifted. More recently, a US seller shipped a package via Priority USPS mail on time on December 14, 2020 which was not delivered until January 6, 2020; another seller shipped a package also Priority USPS on time December 15, 2020 and it was not delivered until January 7, 2020. If you are a US customer and a package is overdue by the current standards, the seller is in the best position to start a missing mail search, which you can do with USPS here. If after 7 days USPS has confirmed a package has gone missing, we'd advise the seller to issue a refund, file a claim if possible, and ask the buyer to return the order if it shows up late. In the cases where the buyer has involved us, USPS confirmed the package was still in their possession and in both cases, the package was delivered late.

    In short, all delivery services are still in a force majeure situation and delivery times may remain extraordinarily capricious for a while. We remain aware of this and keep both sellers and buyers aware of how to deal (and if necessary wait and accept) the situation reasonably.

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