posted on May 15, 2001 05:48:37 AM
Here's the deal:
Buyer wins my auction 4/9 and pays promptly. Gives me a PO box address to ship to, different from the address on their payment. I ship the item, and 6 days later buyer leaves feedback: "Prompt and easy transaction. Would recommend."
Last week, buyer contacts me that she hasn't recieved the item. I *mistakenly* tell her that I've shipped to the address on the check, and she reminds me that she asked me to ship to the PO Box instead. I went back to my records, and sure enough, I've left a remark that I shipped to the PO (correct) address. I then informed buyer that I did ship to the right address.
In my TOS, I clearly state that I will not be responsible for loss or damage to uninsured items. Buyer did not request the insurance, and now wants either her item or a refund. She accused me of keeping the item and the money, and I politely let her know that I did no such thing.
We both have excellent feedback. What would you have done? Just looking for opinions, thanks!
posted on May 15, 2001 05:59:36 AM
Might be she's a bit confused since she left feedback but then said she doesn't have the item.
I'd try this:
Dear XXX,
Please excuse my earlier confusion. I have reviewed my records and shipped your item to XYZ address on 4/9/01.
On 4/15/01 (insert whatever is the correct date), you left me feedback of "Prompt and easy transaction. Would recommend" which seems to indicate you received this item.
Could you possibly have my auction confused with another one where you may not have received the item?
Sincerely
yankeejoe
I'd be interested to know why she left feedback if she hadn't received the item.
posted on May 15, 2001 06:01:42 AM
Thanks eventer, I already tried a letter to that effect. She says that she purchases lots of items on ebay, and since she doesn't really have faith in the feedback system, just leaves feedback as a knee jerk reaction (?). Still insists that despite the feedback, she doesn't have the item.
posted on May 15, 2001 06:13:22 AM
Huh? Who leaves feedback as a knee jerk reaction, especially 6 days later? If she left it immediately I could understand that better. BUT, the good news is you won't be getting a neg.
This whole thing scenario sounds very strange to me.
posted on May 15, 2001 10:43:30 AM
If I were you, I would contact the buyer and let her know that even though the item was not insured, you will contact the USPS to start a trace for the lost item. Hopefully that will turn the item up. This can be done whether or not the item was insured. It needs to be requested from the sender. The USPS will then contact the recepient and have them sign a form that affirms they have not received the item.
I personally do not believe a seller should automatically be expected to make good on lost items that were not insured. That is part of the reason for insurance in the first place. However, I do believe the seller must do everything possible to assist the buyer in attempting to have the item located, insured or not. The most common reason for items being lost is wrong bar-code on the item. My local PO said they can lay in a postal facility for weeks/months before someone actually picks it up and looks at the ADDRESS and sends it on it's way. By requesting the trace for a lost item, hopefully it can shorten the length of time it remains unnoticed.
I also think it is just plain good customer service. Nothing is more frustrating than not being able to get anyone to even try and help.
