ladyjewels2000
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posted on June 6, 2006 08:52:37 AM new
I shipped a very large item DHL on 5/26. It had to go 2nd day due to the size.
It has not arrived yet and the buyer is talking refund already. $350 which I don't even have in my paypal account anymore.
I think it's lost as the DHL website last update says it left Jax, Fl (my city)at 8 PM on 5/26 - then nothing. No one can tell me or the buyer where it is??
It was insured with DHL but I don't think the buyer is going to want to wait for a refund from DHL as he is already telling me he wants me to refund his money and he'll repay me if it turns up???? WHAT??
I have a feeling he's about ready to do a charge back on this.
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marcn
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posted on June 6, 2006 12:28:35 PM new
Have you entered the tracking info in Paypal yet? This will hold off Paypal for awhile. They will see that the item was shipped. This will also save you the hassle from sending separately when and if the buyer does file.
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ladyjewels2000
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posted on June 6, 2006 12:47:19 PM new
Thanks Marcn
That sounds great but I don't invoice with paypal - can I still enter a tracking number with paypal?
I don't see any place to add a tracking number?
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mikes4x4andtruckrepair
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posted on June 6, 2006 01:17:21 PM new
Have you called DHL yet about the package? I would NOT refund their money yet. That's what the insurance is for. If the package is lost when you get the check from DHL that would be the appropriate time to send them the refund. I have only ever had one claim with DHL and it was a very speedy process. From the time I called in the claim until the the time I had check in hand was only a little over 2 weeks. That included them mailing me the claim form and me mailing it back to them.
If you send a refund now and the package does get delivered you could be screwed out of the funds.
 Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. - Albert Einstein
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ladyjewels2000
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posted on June 6, 2006 01:45:47 PM new
Mike
I've called about 5 times - I have my super CS representative looking into it as well.
The buyer has called and we both have tracked it on line. This is a 6 foot long item - and it's like it just disappeared.
I'm trying to keep the buyer clam but I think he will file a charge back with paypal in the next day or two if he does get it soon.
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mikes4x4andtruckrepair
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posted on June 6, 2006 02:21:46 PM new
I still would not refund yet. I can understand their frustration but they have to realize there is a procedure to follow. Since the package was insured the procedure would be to file the insurance claim and when you get the check from DHL you can then forward them the refund (DHL claims checks are made out to the shipper). Just be sure to keep the buyer informed of any progress or details you get from DHL so they don't feel left out of the loop.
Another thing you can do to get thing's into high gear is call DHL customer support and ask for the name and direct phone number of your area CS rep. Give them a call and get them involved to. The more people looking for it the better. If all else fails pray the martians that abducted your package return it. 
Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. - Albert Einstein
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fenix03
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posted on June 6, 2006 02:22:23 PM new
Lady - with the new PayPal system, you can drag it out for awhile. PayPal disputes and now a two step process but I doubt most people have seen the change.
First a buyer files a "Dispute". As long as the transaction is in "Dispute you can dialog with them on the dispute page much like on the ebay unpaid item dispute page. There is also a link for you to add the tracking number on the shipment. If the "Dispute" is not upgraded to a "claim" within 20 days, it is dropped by PayPal and cannot be refiled.
Thing is that since you have a tracking number, even if the buyer upgrades to "Claim" format it can linger for a couple weeks in that mode as "Under Review". In the meantime, DHl should have found your package or paid on the insurance.
~~~ • ~~~ • ~~~ • ~~~ • ~~~
People put their hand on the bible, and swear to uphold the constitution. They do not put their hand on the constitution, and swear to uphold the bible.
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fenix03
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posted on June 6, 2006 02:24:31 PM new
Another thing you can do to get thing's into high gear is call DHL customer support and ask for the name and direct phone number of your area CS rep
Actually... if you REALLY want to kick it into high gear... Make the insurance claim.
~~~ • ~~~ • ~~~ • ~~~ • ~~~
People put their hand on the bible, and swear to uphold the constitution. They do not put their hand on the constitution, and swear to uphold the bible.
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hwahwa
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posted on June 6, 2006 02:38:26 PM new
If it left your city on 5/26 8 pm,cant your local DHL look into their log and see which truck and which driver come by that time ?
Ask if the driver recalls a 6 ft long package or ask him to go thru his own record to see if he picked up the package and if so,where did it go??
/ lets all stop whining !! /
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ladyjewels2000
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posted on June 6, 2006 02:47:59 PM new
Mike
I really don't intent to refund at this point - that was his request.
I've talked to my area CS 3 times about this and she is working on it. I have already requested that she send me the claims form which she is overnighting to me.
Fenix
I'm going to file as soon as I have the claim form and hopefully that will help hold paypal off for awhile. Glad to hear paypal has changed their dispute/claim procedure. The old one pretty much s***ed.
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LtRay
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posted on June 6, 2006 07:29:30 PM new
LAdyJ, you can also enter your tracking info into PayPal even if you did not invoice through PayPal. I do it all the time.
Go into your Paypal account, look at your activity log. Find the transaction. It will be there because EVERY eBay transaction that had PayPal enabled makes it into the log.
click the DETAILS tab on the transaction. At the bottom of the page you should see a link for ADD TRACKING INFO. That is where you can enter your info.
Let me know if you have a problem finding it. I just checked a transaction from back in mark and the link is still showing.
IF buyer files for item not received and you have tracking info in there, Paypal will tell them to cool their heels for a bit. There has not been sufficient time allowed for delivery even if DHL knew where the package was.
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ladyjewels2000
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posted on June 6, 2006 07:35:41 PM new
Thanks LtRay - that's the information I needed. You know how it can be the 1st time you look for something - 3 hours later and you still haven't found it. I wasn't even sure I could do it if I didn't invoice with Paypal.
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stonecold613
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posted on June 6, 2006 08:39:01 PM new
Personally, I wouldn't involve PayPal until absolutely necessary. No sense in starting a very stressful dispute against yourself. I would have all of the information ready just in case, butkeep paypal out of it until you need to.
Follow up with DHL, but I must warn you. The JAX branch is trouble. Shipping into JAX has been trouble many times over for me. Anyway, give it time and stay persistant with DHL and hopefully things will work out. Good Luck.
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ladyjewels2000
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posted on June 7, 2006 07:57:59 AM new
Well guess what just showed up at my door? A 6 foot long box that should be in Texas.
I've already paid $130 to ship this - plus I'll have to open it up to be sure there is no damage (they opened it to get my address and repacked it but not very good) and it was a real pain packing it the first time. I think I'm going to have a big old cry now!!!!
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fenix03
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posted on June 7, 2006 08:16:07 AM new
Lady - just call your customer service rep... you have already paid to have this delivered and it has not been done. They should be able to help you - especially since you paid for upgraded shipping.
~~~ • ~~~ • ~~~ • ~~~ • ~~~
People put their hand on the bible, and swear to uphold the constitution. They do not put their hand on the constitution, and swear to uphold the bible.
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ladyjewels2000
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posted on June 7, 2006 08:30:06 AM new
I just got off the phone with her. She's going to see what she can do?? I'm not as worried about the $130 as I am telling the buyer - he already has it in for DHL and what if he wants to back out all together??? Should I even tell him - I think he would notice a different tracking number??
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hwahwa
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posted on June 7, 2006 08:34:46 AM new
why is it returned to you??
/ lets all stop whining !! /
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ladyjewels2000
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posted on June 7, 2006 12:35:18 PM new
Beats me? Everyone at DHL was looking for this shipment for the last 4 days.
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