ewora
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posted on September 24, 2002 07:39:04 PM new
If the buyer does not purchase insurance even though it is offered by the seller...and the item does not arrive at it's destination do you refund the buyer???
I was going to have the postoffice put a trace on the item but am reluctant to refund money??
What are your thoughts. Thanks!
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Libra63
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posted on September 24, 2002 07:48:11 PM new
I refund. You can almost tell by the email if your buyer is telling the truth or not. But even though I ask for insurance and they don't take it I will refund. Now, my sales are not big ticket items. If my buyer doesn't take insurance on the big ticket items I put it on for my protection. Now with eDC on 1st class postage you are protected more and that costs only 13 cents.
I have only had to refund 2 times since I started selling 3 years ago.
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sparkz
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posted on September 24, 2002 07:48:25 PM new
My thought is that every package sent to a customer should be guaranteed to arrive. If you don't want to assume the financial liability then the Post Office will (for a fee). Before I switched to FedEx for 95% of my shipping, I never gave a buyer the option of insurance. The charge for shipping that I quoted included insurance and DC.
The light at the end of the tunnel will turn out to be an oncoming train.
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jensmome
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posted on September 24, 2002 08:31:40 PM new
Libra63 is right. You can tell. And check the feedback. I have refunded and I've had one I refused. It didn't sound right. She shut up after I sent her a copy of my PO receipt showing I sent it and reminded her that she said no insurance.
On big ticket items I don't give them an option. Insurance is a must.
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ewora
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posted on September 24, 2002 08:47:25 PM new
It isn't a lot of money but I went round and round to even get payment to begin with. He finally paid 7 weeks after the auction closed. Now he wants the money back because he hasn't received it. I send hundreds of packages out every month and this guy doesn't get his???
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Reamond
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posted on September 24, 2002 08:49:49 PM new
Why have insurance optional ? I just include it in the S&H total and don't mention it on items I don't want to eat a loss on.
Declining insurance doesn't absolve the seller either if it is a credit card transaction.
If you get a Neg feedback that states 'Item never arrived, seller refuses refund', prospective buyers don't care if insurance was offered of not, it still looks bad.
Without evidence that the buyer is lying, I would refund, chalk it up to experience, and change my shipping and handling regimen. I would also wait 30 days until I did the trace and refund.
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twelvepole
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posted on September 24, 2002 08:52:18 PM new
It is in my TOS, insurance is optional, but not insuring means sale is final.
Ain't Life Grand... 
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Reamond
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posted on September 24, 2002 09:01:33 PM new
But in order for the sale to be "final" the item must be received by the buyer.
But again, why stir the pot with a TOS like that ? Just include the insurance cost in the S&H fee.
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mypostingid
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posted on September 24, 2002 09:53:33 PM new
I use PIC for my package insurance. It is way cheaper than the PO rates, and the claims process is no-hassle.
Example: If I have DC on the package, I pay 40 cents per $100 of value, and get to include the shipping charges in the total. If no DC, it is 60 cents per $100. These rates are for both the US and Canada. Shipments to other countries are $1.00 per $100 of value.
My TOS say insurance is optional, but at such low rates, almost every customer opts for it. If they don't, and the amount is one I'm not comfortable losing, then I'll just pay it myself.
They take small volume shippers, too, without making you feel like an idiot. Really nice and easy to work with. Fast replies to questions. Their website is confusing, so it may be better to call or email them. The URL is:
http://www.parcelcovg.com
I don't work for them...I am just a happy customer!
Edited because I forgot to make the link clickable. Sorry.
[ edited by mypostingid on Sep 24, 2002 09:55 PM ]
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saddamhussien
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posted on September 24, 2002 11:06:41 PM new
I insure all of my packages myself. I charge an extra dollar or two on every package for insurance (required) on top of the shipping and handling fee and then I keep the insurance fee. In the rare case of loss or breakage, I immediately send a full refund with no hassles. The insurance business can be very profitable!
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thchaser200
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posted on September 25, 2002 05:45:46 AM new
When you shipped, did you use a tracking number or delivery confirmation? If so, then you should be able to tell where your package went. If not, and this customer paid with a credit card or paypal, you better refund. Without the delivery confirmation, there is no protection from a chargeback
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vvalhalla
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posted on September 25, 2002 06:00:27 AM new
no!
dd
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mlecher
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posted on September 25, 2002 06:01:21 AM new
If you have proof of shipping, you don't HAVE to refund. However, offer them a full refund upon the successful completion of the tracking paperwork on their end, including their signature where they attest, under penalty of law, they did not receive the item.
.
A Man will spend $2.00 for a $1.00 item he needs.
A Woman will spend $1.00 for a $2.00 item she doesn't need.
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ewora
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posted on September 25, 2002 09:59:20 AM new
No tracking number or delivery confirmation was used. It was a bowling program and it went first class. I do have a receipt showing I mailed a package to his zipcode but that would be the closest I could come to proof.
He paid with a check.
I did get the paperwork from the postoffice that they have the buyer sign. I'm getting to the point though where it just doesn't seem worth my time and effort. It would be easier to just send him a check.
Really bugs me though.
You have all been very helpful. Thank you.
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