posted on June 10, 2001 05:21:06 PM
Ok, this is my first. My buyer claims she didn't get this Harry Potter book I sent out. One of the rarer books. I sent it out a couple weeks ago first class mail, not book rate.
As a seller, what steps should I take in this matter??
posted on June 10, 2001 06:07:06 PM
Tell the buyer that while first class should be quicker than this, the post office won't consider it lost until 30 days. Don't refund til the 30 days is up (if the post office doesn't consider it lost why should you?) It just might show up.
Was it insured? if it was one of your "rarer" books, I hope you didn't send it out without insurance. Nothing I ship goes out with out insurance if I don't want to "eat the cost if it's lost" (Now I'm a poet )
posted on June 10, 2001 06:15:44 PM
well, when I listed it, I didn't realize it's rarity and sold it really cheap. The buyer didn't want insurance, and I didn't realize what it was at the time.
posted on June 10, 2001 06:26:57 PM
It's a tough one -- sellers should not be responsible for the usps losing things and at the same time buyers expect to get what they pay for. The current scheme where sellers ask for insurance to cover usps loss seems like the best idea, imperfect as it is.
posted on June 10, 2001 07:03:59 PM
The PO lost TWO boxes, both mailed media on the same day (May 7th) going in different directions. The "Don't Hold Your Breath" forms have been filed.
I say in my auctions, and again in the EOA e-mail that insurance is the buyers option. I don't add it automatically because I want my shipping costs (which are fixed and quoted) as low as possible to be as attractive as possible. I figure I've made money by keeping shipping costs low, which (I hope) has encouraged higher bids.
That said, I will make good on the loss because it wards off the negative, and I figure it's the cost of doing business.
posted on June 11, 2001 05:43:47 AM
I can only share what I would do...
Most mail order companies will refund or replace lost items after 30 days. I have made the unwritten commitment to do the same for my bidders. As protection, I insure items that have received a bid of $20.00 or more. If the bidder doesn't buy it,I do. I believe in giving the customer a fair solution to the problem, money back, different item, etc.
eBay bidders have been very good to me these past 3 years!(So have the sellers)
I workd for the Post Office and am also a seller on Ebay. Please be aware there is no tracking system for any type of mail unless you have purchased a tracking system ie Express, Registered, Insured or Delivery/Signature confirmation. Filling out a Tracing Form 1510 will not find untraceable mail.
Non tracable items that do not fit in mail boxes may be left on doorsteps, porches, hall ways, inside doors, or wherever the carrier deems it's safe or out of view. If you have not purchased insurance or a tracking system, unfortunately it's untraceable.
I have mailed over 1500 packages all over the world and very seldom purchase insurance. I use Priority/delivery confirmation. I check and double check the addressing and zip code. If it's going to an apartment I always write on box "Carrier, Please Do Not Leave In Unsecure Location". Apartments have very small mail boxes and packages do get left in the hallway. SO FAR I HAVE NOT LOST ONE PACKAGE AND 99% ARE RECEIVED ON TIME. But I do realize that eventually one will get lost. It's the law of averages. The Postal System works on a 97% accuracy rate in most cases. BUT when they are sorting and delivering millions of pieces daily and millions of customers, 3% is quite a bit of mail, though an excellent service record.
posted on June 11, 2001 10:42:04 AM
Wait to refund - my packages are sometimes "lost" but have generally shown up within three weeks. Buyers normally don't mind waiting for the package if they know you are going to make it right.
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