posted on March 19, 2013 03:40:20 AM
I probably all ready know the answer to this problem but here goes.
The buyer says the delivery confirmation show delivered but she did not receive it. She wants to know how to proceed from here. I suggested she check with the post office to see if the delivery person knows where they left it.
I am afraid with all the new 'hoops' and rules that I will have to refund in a couple of days. Of course it is not fair but I think I remember we are responsible 'portal to portal' no matter what. It is under $25.00 so probably not worth a negative - which I may get even if I refund.
If anyone has any ideas as to how to find the missing package please let me know. It is a house address and not a P.O. box.
posted on March 19, 2013 06:46:02 AM
does the buyer live in a subdivision and share a mail station with her neighbors/
If so,it could have been delivered to her neighbor 's mailbox.
Does this transaction qualify for Ebay seller protection?
If so,then Ebay would have to eat the loss if she files item not received,it is up to you.
posted on March 19, 2013 07:17:48 AM
Checking with the PO family members neighbors are great 1st steps. The customer should get the item or refund and not be left hanging. Give the PO a few days to search then go on to the next step.
posted on March 19, 2013 10:15:22 AM
she is afraid she may get a neg.
And dont expect Ebay to remove it as Ebay believes buyers should be able to express their Ebay buying experience and words of mouth spreading their Ebay experience is important.
But then Ebay also encourage sellers to file police report,how's that for Ebay experience?
No matter how you slice it,the seller loses-
-if she just refund her money,she lost the merchandise and shipping
-if buyer opens a dispute with ebay,she does not look good,it will go on her ebay records.
-if she sends her a replacement,there goes her profit-zero profit
None of the above guarantee the buyer would not neg her.
[ edited by lostmymojo on Mar 19, 2013 10:17 AM ]
posted on March 19, 2013 11:03:47 AM
The buyer could be telling the truth.
I had it happen to me. Only the seller didn't use a DC but I requested (and paid for)insurance.
Ebay/paypal originally refunded my money but then she went to the post office and they printed out something from the insurance that said it was delivered. Paypal tried to make me give the money back but they ended up giving her the money at their expense.
posted on March 19, 2013 01:18:30 PM
Thank you for all your encouragement and help. I lucked out, one of her kids was home when it was delivered and forgot to tell Mom. She let me know and left me great feedback.
posted on March 19, 2013 06:35:29 PM
That is often the case... however sellers are not responsible for items getting into the hands of the buyer unless the item is over $250 (including shipping fees).
If you can show it was delivered, then you are covered. I will say that eBay has been a bit looser on their feedback rules. One of the reasons I assume is that negative feedback on a seller, particularly if it conflicts with verifiable facts is not in the best interest of eBay. They need good sellers and if a seller has done everything by the book, eBay should be stepping up to ensure a good seller is protected by eBay's own policies.
This of course is a matter of which CSR is answering the phone and how "into it" they are. Some CSRs, particularly those who are not sellers themselves don't care about anything other than getting their paycheck.
posted on March 20, 2013 03:51:39 AM
I would say 99% of the buyers are good honest people and I hope it will stay that
way.
I shipped something 1st class to England during Christmas that never arrived. I refund the buyer as I had no DC. A month and a half later - he writes that he finally got it and repaid me.
I felt like it was found money and went out for a nice dinner.
posted on March 20, 2013 04:22:25 AM
Worked on the phones for a mail order company for several months. at the top of our list of things to check when we were called for late or missing packages was to ask family members. I would guess this found more than 98% of the packages. Actual losses where the company had to replaced the order was less than 1%.
posted on March 20, 2013 07:22:11 AM
I agree most people are honest, but some are not.Read previous posts to this venue.
But, if you have a DC that says delivered, the burden of proof that it was not is in the buyer's park. You can prove you shipped it, you can prove that the PO says it was delivered, so it is now the buyer's task to find it.
posted on March 20, 2013 09:10:29 AM
Spring Update regarding feedback on Buyer Protection cases:
"Starting in May, when you win an eBay Buyer Protection case, any feedback and related Detailed Seller Ratings (DSRs) left by the buyer on that transaction will be removed from your record."
So, eBay will remove negs if a case is opened and you prove it was delivered.
Interesting tactic to consider in these rare circumstances... I may encourage buyers to file Buyer Protection if I followed all eBay policies and know I will win the case by proving delivery.
posted on March 21, 2013 05:38:47 PM
We said most people are honest, so how about this one. My daughter has recently started selling on Ebay to list items from her grandmother's collections or toys, etc from her childhood or now her children's.
She had a vintage doll bid up high (for her), most of her items have been fairly low priced.
Here is what the high bidder wrote to her just hours before the item ended. She had bid on it since the beginning.
"I am so, so sorry but Iwish to retract my bid on your wonderful doll.Once again I wish to apologize. I am unable to pay for her right now because I just lost my employment. Thank you for your consideration in this above matter."
Well, guess what, looking at her bid history, she bought & paid for the same doll earlier today (I assume she paid for it since she already had FB on this item). So, honesty is not always a given.
posted on March 24, 2013 08:26:31 AM
But Ebay wants you to resolve the issue first before getting them involved.
I did that and refunded the buyer payment,then she received the item and refused to pay me,then when I sent her a Paypal invoice,she negged me.
I called Ebay to remove the neg and the idiot checked with his superior and said no,as I refunded her money and Ebay buyer has the right to express her Ebay experience and words of mouth is important to spread the good words of Ebay.
What should I do then,I asked the EBAY MORON,he said file a police report!
posted on March 24, 2013 02:55:56 PM
Well, lost, Ebay can kiss my you know what. If I am paying them to use their site & following all of their rules when one of their buyers breaks the rules, Ebay can get involved.
posted on March 26, 2013 07:31:28 AM
Ebay needs to be sued a few time for damaging your reputation and character.
I have heard someone who sued the buyer and won, and ebay still would not retract the negative.
Further, these star ratings are a crock of shittt. How does that help the seller if you don't know why? They could even not understand the rules thinking a 1 is good and a 5 is bad. Stupid people are everywhere.
