posted on August 11, 2001 01:49:09 PM new
I'm the seller. Was informed six days ago by the buyer that his items never arrived. Items were insured for $175.00. Did not use delivery confirmation. It will be 30 days since shipped tomorrow. Buyer is threatening negative feedback, calling me a scoundrel, ect. 'cause I haven't given back his money so he can "give it to the person he bought it for".
What now? Do I pay and wait for the USPS to pay me or wait for the USPS to pay me, then pay him. I can't even initialize a claim with USPS until Monday (the 31st day). Believe it or not, in 4 1/2 years on eBay this has never happened to me. My feedback is approaching 1200 on the account I sold these items on.
Opinions?
Regards,
Thor
[ edited by uranis on Aug 11, 2001 01:51 PM ]
posted on August 11, 2001 02:12:31 PM new
First off, reassure the buyer that you have every intention of settling to his/her satisfaction. Then ask him/her to kindly check with their Post Office to make sure the item isn't sitting on a shelf somewhere -- you'd be amazed how often this can happen. I think sometimes the 'attempted delivery' notes get blown off doors or something like that.
Waiting until you receive $$ from the PO isn't really feasible. Once they have checked with the PO and reassured you that the package isn't lost somewhere, it's probably best that you send the buyer the $$ (unless you can replace the merch with identical merch, i.e., it was new and duplicatable).
posted on August 11, 2001 02:15:39 PM new
if the post office found out someone has signed for it on his end,say doorman,neighbor,maid,family member,then it is not going to give you a dime.
tell him you are sorry it happened and both must bear the pain and wait to hear what usps can find out.
i just have a case -an english buyer gave me incomplete address and for months she became very upset and said she wants to go to the LOCAL POLICE,it was returned to me after 3 months and i resent it.
IF SHE HAS GIVEN ME COMPLETE ADDRESS ,I WOULD NOT WASTE EXTRA POSTAGE ,LIKE TEN DOLLARS TO RESHIP.
posted on August 11, 2001 03:55:49 PM new
post office has become rather hardnosed with claims,many packages are poorly packed by amateurs,or they were broken before packed,hoax,fraud etc etc
so do not expect usps to reimburse every claim just because it has been insured.
posted on August 11, 2001 04:10:40 PM new
I would reply to the buyer and reassure them that the reason they purchased their insurance was so that in the event that a loss or damage occured the item would be coverered. Gently remind them that they purchased the insurance from the USPS and not from you........you were just the middle man who purchased it for them and that you will gladly present their insurance slip (which you are holding for them) to the post office and start their claim on your end and have the post office pay them directly on their claim. You might also remind them that the post office rules are that no claims on non delivered packages can be started prior to 30 days of non delivery and you will promptly start this claim on their behalf on that day.
posted on August 11, 2001 05:21:25 PM new
I agree with NanasTurtles-Contact your buyer and let them know that you will ask the USPS for an immediate trace and then start the claim as soon as the required 30 days is up and that they will receive a form from the PO to fill out. The USPS will then process the claim and send the receipient their money. Re-assure them you will keep in touch with them and USPS until you are notified the claim has been settled.
I would not even mention any other "options". If this person demands payment now, as pointed out, remind him you purchased the insurance from the USPS on his behalf. They will be the ones paying him.
I just received my check from the USPS on a claim from 2 and 1/2 months ago. So you might want to mention that it could take a couple of months, but you will not forget him.
My seller filed the claim and had the USPS send me the check. I had to fill out one form that I had not received the item. The first step was to ask for a "trace" on the package to be sure it did not turn up anywhere.
Good luck...the key to a happy solution with minimal stress is, as always, communication!
posted on August 13, 2001 12:02:17 PM new
I've been involved in 2 lost packages (as the seller) -- my buyers were not about to be the ones stuck waiting! The first guy was very professional and I didn't hesitate to refund him and deal with the PO myself. The 2nd guy had filed a complaint with PayPal (before notifying me about the undelivered package), and I ended up getting him calmed down and sent him a replacement item just to avoid the PayPal mess. (This was the item that, as it turned out, had been sitting on the PO shelf and eventually came back to me as "unclaimed" -- GRRRRRR).
It's not all that easy or straightforward to decide how to handle it. Also depends on how determined you are to avoid negative FB.
posted on August 13, 2001 12:40:45 PM new
This is why I no longer use USPS insurance unless it's going somewhere where there is no DC available. Two years, about 1000 packages and the only one lost was going overseas. Yes, I did make my buyer wait while I filed the insurance because I believed that it would turn up or show as having been delivered and I was not about to send out another digital camera.
Within the US, I tell my buyers about my shipping record and let them choose if they want insurance. If they do, I tell them that they are purchasing replacement insurance FROM ME. If USPS DC shows that the item is not delivered, I will replace it. (Hasn't happened yet.) If the item shows as delivered, my part is over. Very few folks take the insurance.
I have been using Endicia and so far 100% of my packages show as delivered and DC is free.
posted on August 13, 2001 02:59:29 PM new
I would like to re-affirm what nanasturtles said. The buyer can pressure you all they want, but the issue is between them and the post office. Fill out the form, tell the post office to reimburse the recipient, and let them fight it out. As many on this thread said, you bought the insurance on their behalf.
You delivered the package to the post office, they lost it, it's between them and the customer.
