posted on May 30, 2001 10:20:58 AM new
Hello. I have a question that perhaps someone can try and help us out with. Lately we seem to notice a few more bidders claiming they have not received their items in the mail. So of course as good customer service, we send out a refund. However, this is starting to kill the profit margins. We see a lot of people post in their auctions that if you do not pay for insurance, the seller is not responsible. Has anyone done it this way? And if so any advice. Thank you
posted on May 30, 2001 10:32:45 AM new
It's worth it to me to pay the extra $1.10 or whatever for insurance for my own peace of mind. But most of my bidders willingly pay it.
Of course, if I had to refund, it would be their money that I'm refunding. The only thing I would be out is the cost of the item, listing fees and fvf's.
I don't believe in telling bidders that it's not my fault if their item gets lost in the mail. It would be my fault for not taking reasonable care to insure the items arrive. That would be to go to the post office, afix proper postage, seal the package well to try to prevent theft of the item and to insure if it was a breakable item.
There were a few times in the past I did tell the bidder that I wouldn't be responsible, but I really didn't feel comfortable saying that, and the only reason I did say it was because they forced me to change my TOS after the auction. It didn't sit well with me. I don't change my terms to them, I shouldn't be expected to change for them. I decided that because it made me feel uncomfortable I will no longer do it. I pay what they won't. Maybe it's wrong of me to do it that way, but until someone else has a better idea, that's my way.
posted on May 30, 2001 01:06:30 PM new
I put in the auction that I ship priority with confirmation. Buyer can choose standard shipping or media mail on cheaper items, but they do so at their risk. I also dont take credit cards or payment services if they choose standard shipping. So far in hundreds of packages shipped, the only one that ever got lost was going overseas and it was insured.
posted on May 30, 2001 02:22:16 PM new
We also had request for refunds on items not received. We decided to use confirmation on all packages and pass the cost of doing so along to the buyer as part of the shipping fee. Since we have started doing this we have not had one customer tell us they have not received the item. Hope this helps.
posted on May 30, 2001 02:42:55 PM new
I ship ALL items with a confirmation # & send the buyer the # when I tell them it's on it's way.
Only 1 package out of 600 has gotten lost. But thanks the the confirmation # the post office could track it & get it to the buyer.
I did however misship a package. I realized I had shipped the wrong item to the wrong buyer the day after it was mailed.
[ Mary R***fel in *****burgh, Indiana & Marie R***del in *****ville, Indiana SAME STATE!) Thanks to the shipping # The Post Master was able to contact the Post Master in the town the items were shipped to & have them returned before the packages were delivered. There was no extra postage due for this service . Best of all. The 2 buyers never knew I had screwed things up!
As far as refunds because the buyer changed his/ her mind ... Sure but they have to pay the return postage & I file for a FVF credit on returned item.
Breakable items are shipped insured at buyers expense ( they know this going in) If they choose not to insure the item, I Keep the e-mail showing they refused to insure.
posted on May 30, 2001 04:09:37 PM new
We don't send anything out without insurance. The one time that you do will be the time that it gets damaged or lost.
We have been giving refunds directly to the customer whenever the item gets damaged. Since we sell larger ticket items the refund does hurt a bit. What would you think of changing the terms of sale to read that the buyer has to file and collect the claim themselves? Is that reasonable?
posted on June 6, 2001 10:05:21 PM new
Guess I'll have to start having every package insured, too. I've sent over 400 with no problem, but...in the past 24 hours, I've got 2 emails on non-received packs, both shipped in May.
posted on June 7, 2001 08:12:39 AM new
As much as I would like to believe that people are honest and trustworthy, that is just simply not the case.
There are, without argument, hundreds of scamming sellers on eBay just waiting to take your money and run. There are also buyers just waiting to take your merchandise and run.
Whether we like it or not, the customer is always right. If a customer claims to have not received a package, without online tracking, we have no proof of shipping.
My widgets usually sell for around $7.50 + $3.50 priority mail shipping. It is not economical to expect a customer to pay an additional .40 for online tracking. It wouldn't be economical for me to add it at my expense either. I offer optional insurance but it is rare when a customer accepts it.
I have, as an alternative, used an Affidavit of Non Receipt of Merchandise. When a customer reports non receipt, I ask that they fill out this form and return it "for my records" before a refund can be issued.
So far, I've only had 3 packages "lost". I sent them this form to fill out and return. Oddly enough, all 3 packages were "found". One was found on the front porch, one was found on the back porch, and one was found on the neighbor's porch. Coincidence? I think not.
If you would like to use my Affidavit of Non Receipt of Merchandise, please post your email and I'll send a copy to you.
posted on June 7, 2001 08:43:22 AM new
I just state that insurance is optional and paid for by the buyer. I will take responsibility and refund uninsured item that I feel I was responsible for - this includes damaged items due to an oversight in my packing, as well as missing packages. However, there's no way that I would pay for insurance on each and every package, especially starting at $1.10 a pop. I did the math once, added up how much it would cost me to insure every item I sent out over the course of a year versus how much I would lose by refunding the less-than-one-percent that get damaged or go missing - there was no comparison - giving buyers refunds was a drop in the bucket compared to the total insurance costs. Note that I will spring for insurance in selected cases - mostly high-priced, breakables that the buyer chose not to insure. But on the whole, insurance is a money drain.
posted on June 7, 2001 08:50:14 AM new
HI,
I offer insurance to the buyer and keep the email if they refuse.
I always place Delivery Confirmation on USPS shipped items if the buyer declines insurance.
If the buyer emails and says it is not there, I will have them go to their post office to check the undeliverable pile and to see if the carrier has left it at another address.
The Post Office will trace a package after 30 days.
So far, the actual lost packages are 0, (knock wood!)
posted on June 7, 2001 12:23:42 PM new
I build the DC price into the shipping without explaining (though I do state Priority or Media Mail) - simple statement, "Shipping on this item is $3.90" or $4.35, etc. Then I offer the insurance for the difference. So Priority ins is $.70 and Media ins is $.60. The customer then gets one or the other.
Since I've started doing this, no one opts out of DC or gives me a hard time. And the psychology of paying less than a dollar for insurance is working because 90% of my customers opt for insurance - even on low-end items.
I wouldn't refund for no insurance.
First class is different because there's no DC available. If my customer decides not to insure, I make an item by item decision whether I'll pick up the insurance based on how much I'd be out of pocket if they decide to scam me. I haven't had a problem yet with first class, but I'd hesitate to give a refund to someone who didn't buy insurance, and I love the idea of an Affidavit of Non Receipt of Merchandise.
posted on June 7, 2001 01:51:10 PM new
to Sandvet;
I think this is a great idea and would be pleased to see your "Affidavit of Non Receipt of Merchandise".
Regards
Dave
[email protected]
posted on June 7, 2001 02:07:14 PM new
I'm a bit leery of posting my email, and you seem to have a great idea here. Could you save some work emailing us all and post a copy on board? You know we'd love you for it!
posted on June 7, 2001 02:25:00 PM new
I just wanted to add, if you email me at [email protected] to request a copy of the Affidavit of Non Receipt of Merchandise, your email address will remain private and be used solely for the purpose of sending this document to you.
posted on June 7, 2001 03:52:00 PM new
I keep postal receipts with the date of shipment and the recipiants zip code as quasi proof. I also state it is bidder's responsibility to pay for insurance.
I haven't had anyone claim non receipt in quite awhile, but today I received an email from someone complaining that item didn't look new (it wasn't--it was stated as gently used. If she returns the item, I will send her uncashed check back.
I don't refund shipping--most mail order firms do not refund shipping either. I do refund bid price for any reason--if the bidder sends the item back in original condition.
posted on June 7, 2001 06:46:42 PM new
Ok, this just happened to me. I shipped an item out back in the early part of May. I was just informed that it was never recieved. I DO state in my TOS that I recommend the buyer purchase insurance and that I'm not responsible once the item is at the PO unless they purchase the insurance.
This buyer chose not to purchase the insurance. I know since I stated that I'm not responsible, I shouldn't be, but I feel like I need to refund anyway.
