paislydaisy
|
posted on June 19, 2001 05:20:32 PM
I sold a rather expensive widget and shipped it USPS Priority 3 weeks ago. It still hasn't arrived to the buyer.
The buyer is extremely rude, just stopping short of accusing me of not shipping the package.
Now he demands a refund via paypal asap.
I did offer to ship him another one and he accepted. This is an item I sell on a regular basis. I didn't have any more in stock but did order an extra one for him just in case his didn't show up.
What should I do?
|
kittykittykitty
|
posted on June 19, 2001 05:23:56 PM
ask him to check with his p.o. i had this happen a few weeks ago. clerk at my p.o. suggested this, said 10 to 1 it's sitting on a shelf at the buyer's p.o. and it was 
kittyx3
|
paislydaisy
|
posted on June 19, 2001 05:42:22 PM
Thanks kittyx3, I suggested that 2 weeks after the package didn't arrive.
He was rude about "having to do your (my) job" but he said he checked and it wasn't there.
|
kyms
|
posted on June 19, 2001 05:54:15 PM
Someone suggested telling the "buyer" you will refund, but they must sign paperwork saying the item did not get there. I had THREE of these last week, and what do you know, they all either "Just got it today", or it just turned up...hmmm
|
eauctionmgnt
|
posted on June 19, 2001 05:54:26 PM
paislydaisy:
Sometimes USPS packages just take some time to reach their destination. Even priority ones can sometimes take awhile. Even if the item was insured (which I assume it wasn't), the post office wouldn't begin to try tracing it until after 30 days had expired. I always inform my customers of this when items take longer to arrive then normal. Most are understanding.... however some can be difficult about it.
As for refunds, my policy is rather lenient. If they insured the item, I will file (or help them file) a claim. If they did not insure the item, I still feel bad for them (after all they paid me and did not get their item) My solution to this, is a compromise. I explain to them that they chose not to insure the item, so I have no means to recover all their losses. However, I give them two options.... First I will offer them another item (if I have it). I subtract the profit I made from the sale of the lost item from the cost of the replacement. If the profit covers the cost completely, I just send out the item. If not, I ask them to send me a check for the difference. While I may not make any profit, I also don't take a loss and usually have a very happy customer. My second option is if I do not have another identical item. In this case, I offer to refund the amount of profit I made. Again, this partial refund usually makes the customer very happy.
My final stipulation is that the buyers treat me as courteously and professionaly as I treat them. If they start becoming abusive or threatening, I no longer attempt to help them. Once I have shipped the item, I have legally fulfilled my obligation to the bidder. Anything beyond that is simply a kind gesture on my part in an attempt to lessen the bidders loss as a result of the incompetence of the USPS. To threaten or become abusive to me indicates that the bidder will not be a future customer. At that point, why should I try to help them?
I hope that this has been helpful. I truly hope that you will find a peaceful resolution with your disgruntled bidder. Good luck!
|
paislydaisy
|
posted on June 19, 2001 06:13:16 PM
Thanks for the great advice.
This winner is a police officer and has demanded a full refund including shipping.
I haven't responded to his email yet.
|
gravid
|
posted on June 19, 2001 06:28:04 PM
I had a priority order for several hundred dollars go missing and they "found" it on the 31rst day as I was getting ready to claim the insurance. This is in a little bitty town in Ohio that has a post office you could not drop a tooth pick in without it being obvious and it was a 16x16x16 box. If no claim is made it is a bonus day. You can bet it would have never gone in the missing mail auction.
|
kittykittykitty
|
posted on June 19, 2001 06:35:19 PM
He was rude about "having to do your (my) job"
ah geez, you've got one of them types. doesn't occur to him that you *can't* have any control over what the post office does or doesn't do, and that this is their job, not yours. and a police officer on top of it, lol.
best you can do is stay professional and polite, but don't let him bully you. expect he's not going to be happy, no matter what. then if it all works out, it's a pleasant surprise.
eauctionmgnt gave excellent advise, especially the 'last stipulation' part. i'm guessing he didn't insure it, right? if you offered it (i hope), and he declined, it was his roll of the dice. but no matter what it's a matter of waiting the 30 days. anyone know of a link for that info on the usps site? it'd probably calm him some if he could read that for himself.
up to you as to a refund, if it still doesn't turn up, but he sure ain't acting in a way that would make *me* so inclined. good luck
kittyx3
|
paislydaisy
|
posted on June 19, 2001 07:08:41 PM
Now I'm really mad.
He just sent another email. Unless I send him his money back ASAP he will contact his credit card company and do a chargeback. He paid with paypal.
|
toollady
|
posted on June 19, 2001 07:20:40 PM
paislydaisy,
Did you insure the item, or use delivery confirmation on it?
Losing your mind is okay, but when the voices in your head get quiet, it is like losing your best friend.
|
paislydaisy
|
posted on June 19, 2001 07:50:33 PM
No I didn't use either. A very small percentage actually get "lost in the mail".
I've found it much easier and less time consuming to just replace the item since this stuff is new from the manufacturer.
I have offered to replace it but he wants his $$$ NOW.
|
kittykittykitty
|
posted on June 19, 2001 08:45:36 PM
well 
looks like you're out the $. he's not willing to work with you at all, so i guess the best you can do is refund him, since he paid with paypal and there's no d.c. or insurance.
i remember damon saying they ask (or is it require?) people contact them before doing a chargeback with their cc companies. anyone know if that's part of their terms of use, or just 'they'd like it if you did'?
maybe the package will come back to you, so at least you'll have the item back.
just curious, what's your buyer's feedback like?
kittyx3
|
mrpotatoheadd
|
posted on June 19, 2001 08:55:11 PM
This is the kind of buyer some people believe should get positive feedback because his job was done when he made the payment.
|
paislydaisy
|
posted on June 19, 2001 09:15:17 PM
This is exactly why I quit leaving feedback when an item is paid for. Yes he did his part when he paid but I also did my part when I shipped the same day.
Now I'm the bad guy because the post office didn't deliver and he becomes the high bidder from h***.
|
heygrape
|
posted on June 19, 2001 09:34:21 PM
This happens a LOT! The mailman never delivered the package. I bet you a buck that it's sitting at the post office and is marked that he left notices at the residence, but in fact, HE DID NOT! This has been the case on my last FOUR missing packages and a phone call to the post office by the buyer solved the problem immediately.
I do NOT believe that your intimidating buyer called the post office at all and the package will be returned to you and you will be out the postage as well as the sale.
Do NOT refund and do NOT knuckle under to this pushy jerk. Since he has stated he is going to do a chargeback, you will be out the money TWICE if you refund.
Tell him to CALL THE DAM POST OFFICE, and go pick up his package!
|
mrpotatoheadd
|
posted on June 20, 2001 08:20:01 AM
Come on, everybody... why haven't all the posters who think a seller should leave feedback upon receipt of payment posted in support of this buyer?
|
celticmuse
|
posted on June 20, 2001 11:47:07 AM
This is EXACTLY why I don't use Paypal. If you have a Delivery Confirmation reciept I thought Paypal was supposed to absorb the chargeback---LOL but they change their policies so often who knows what the policy is today. You can file a trace with the PO 30 days after mailing--it requires the buyer to sign a form stating that the item wasn't received under penalty of mail fraud. I've had five missing packages---only one would sign the form and he got a refund. Now I include upic in my s&h charge and all packages are insured.<p>You can make as many disclaimers as you'd like in your listings and eoa emails but bottom line---if you can't furnish POSITIVE proof that you shipped the item to that specific person, you're open to a chargeback, a fraud insurance claim against you with ebay and charges of Mail Fraud and Negative feedback.
|
mcbrunnhilde
|
posted on June 20, 2001 11:47:32 AM
In case the customer didn't call his PO, you might call the postmaster of that office on your own to see if it has shown up yet. You could tell the buyer you did that, and it might make him feel that you really ARE a legit seller and are trying to help him. I called the buyer's PO one time when I thought I forgot to put an apartment number on a package, and I was able to speak to my customer's carrier about it. It cost me maybe quarter in long distance charges, and they were very helpful.
BTW does your PO give you have a receipt showing the zip code that you sent it to? You could offer to fax or mail him a copy of that (to shut him up!!).
Without eBay, I might have a real life... 
[ edited by mcbrunnhilde on Jun 20, 2001 11:48 AM ]
|
celticmuse
|
posted on June 20, 2001 11:51:03 AM
OPPS hit send too soon. You mentioned in the initial post that you purchased a second item in case something happened to the first one???? Were you expecting a problem? The fact that the buyer won't accept a replacement item and is demanding an immediate refund could suggest that he has the item and wants the money too. He's a cop? Maybe, maybe not. I can tell you that I'm the Atty. General but that doesn't make it so.
I wouldn't refund when he's initiating a chargeback. You'll be out the money twice plus the 10 dollar fee.
|
paislydaisy
|
posted on June 20, 2001 02:02:41 PM
When his item didn't arrive after two weeks I told him I would ship him another one if his didn't arrive soon. That's when I ordered an extra one along with my regular auction items.
He didn't tell me he was a police officer. I assume he is because I sell police equipment and most of my customers are in law enforcement.
Also... he's got that "above the law" attitude.
I'm not knocking cops here, my husband is one. They can be hard to deal with when problems arise.
I can usually calm them down by standing my ground. I still haven't emailed him back because.... I'm chicken!!
I won't come back here until I answer his email.
|
paislydaisy
|
posted on June 20, 2001 09:27:05 PM
The plot thickens..
I guess I waited too long to reply to him. He left me negative feedback saying that a fraud complaint was filed.
He filed with safeharbor saying he's got no response from me at all!
|
captian23
|
posted on June 20, 2001 09:36:52 PM
I had a simliar problem. Ironacly it was a Police item as well. I first offered to send him another item for free as long as he paid the postage, he refused and started accusing me of steeling his money. So I offered him a refund of the bid price. He accepted that but then started to harass me for the postage refund. That is when I lost it. I told him he could do whatever he wanted but I saved all of his eMails and I would go to eBay with the problem. I wonder if it is the same guy?
|
Libra63
|
posted on June 20, 2001 09:40:46 PM
I hope you kept all you emails. Dealing with Police Officers, and I have dealt with many, they seem to have an attitude. Patients is a virture but not with him. How does he know that you didn't mail it. Did you get a receipt from the USPS. I think you can respond to the negative but one negative to me isn't anything. I still would bid on your auctions. Let him do all the work and then find out that you have sent it and then he will feel foolish. I am still waiting for a package that was sent to me June 3 and I am sure it probably is lost and since I didn't insure it I feel that I am out that money. Since I also sell I would refund the money, but if the item was a high ticket item and the buyer didn't want insurance I would put it on anyway. Better to lose $1.10 that a large amount. Good Luck, I hope I never get a ticket from that officer.
|
mrpotatoheadd
|
posted on June 20, 2001 09:48:16 PM
He left me negative feedback saying that a fraud complaint was filed.
You may be able to get eBay to remove that feedback.
Circumstances Where eBay Will Consider Removing Feedback
Feedback that makes any reference to an eBay or law enforcement organization investigation, i.e., "eBay is investigating this person".
http://pages.ebay.com/help/community/fbremove.html
|
paislydaisy
|
posted on June 20, 2001 10:10:45 PM
Yes he filed with safeharbor with tons of false information.
More or less he said that he paid, never received the item and had no response from me.
He didn't mention the paypal chargeback or the negative feedback with the fraud charges.
|
