Lost item, now got bad feedback

[Breadwidow]

I've been selling off a large collection of those mini observer books which we don't want but some are collectors items. Most are going for £2/3 but I've had a few go for a bit more. Am posting via Royal Mail first class & Have got good feedback on all til last week.

Sold a book for nearly £4, with postage it was approx a fiver. Got sent a message via eBay last thurs, approx a week after sale ended saying item had not arrived - it was not a message from the buyer as they'd already opened a case without contacting me (seemed odd ). I responded saying it has been posted a few days ago (not quite a week but was posted the day that they paid) & to let me know if it hadn't arrived by the weekend. I knew it may be a scam but with using Royal Mail untracked first class there not much more you can do. Anyway, then get message at 9am sat morning saying book still not arrive. I didn't respond, thinking it was too early to tel given Saturday post would not have come. I then had full on weekend with family, was without any mobile signal or internet a lot of the time and only got on the case to sort it Monday eve. First I tried to claim with Royal Mail but not enough days elapsed yet. Then sent buyer message to ask if book had arrived thinking I would refund if it still had not. Only after doing that I noticed I got poor feedback already so I immediately sent another message apologising for slow response, saying of course I would refund if they could confirm book still not arrived and withdraw the poor feedback. Have since heard nothing. I know I was a tad delayed to respond but is this off? It's a small amount of money but I'd rather not refund if they keep the negative feedback

[lljkk]

Ebay expects a professional level of service from sellers.
Your mistake was not replying.
I don't know if there's a way to ask buyer to retract.
1st move is to refund them NOW & grovel some apologies.

[Breadwidow]

Fair enough, but it's so annoying that the buyer opened formal case without contacting me first. I would always contact first

[19lottie82]

Why should the buyer contact you before opening a case? It doesn't make any difference either way.

[19lottie82]

And if they have opened a case you should refund ASAP, otherwise if eBay have to step in, you will have an "unresolved case" black mark against your account. These can have quite serious consequences on your account, especially if your sales figures aren't high.

You pretty much have no choice but to refund at this point so it's a lot better to do it off your own back.

[Breadwidow]

Mainly cos eBay recommend this - had to do it myself as a buyer (their line is we recommend you contact the seller / buyer before opening a case).

Anyway refunded now, should have done it on Saturday. Glanced at message, thought will deal with it later, then had to deal with kids and forgot. Anyway now got bad feedback so guess that's my eBay journey over thanks to Royal Mail & one act of forgetfulness. The buyer assumed I hadn't posted the item in their feedback text

[wheresthel1ght]

Always use tracked postage! I use second class signed for - it's 3.90 if you bug it through PayPal and it will avoid issues like this!

[19lottie82]

Not for an INR case, in fact it's pretty difficult to even avoid opening one if you're not totally sure what you're doing. The eBay prompts guide you towards opening one .

It still doesn't make a Dot of difference to a seller if a buyer opens a case or not. It used to leave a negative mark on your eBay acc, but hasn't done for a while now.

[19lottie82]

wheres it's not always financially viable to pay the extra for a tracked service for a low value item, especially when you can claim from RM for anything that's lost with a proof of postage. and passing the cost of a tracked service onto the buyer will often put potential purchasers off.

[DoesAnyoneReadTheseThings]

When I've had an 'item not received' issue, the only option given to me when viewing that item on my eBay account is to open a case. It's not actually called that, it's 'resolve an issue' or something, I thought I was messaging the seller as the option he dissappaeared and that was the only thing similar and was surprised when it opened a case but I had no other choice. Not sure if it's just the app/mobile broweser etc but it could be the same for your buyer.

[Breadwidow]

Interesting

And agree on tracked postage - often they put the price up too much and will put of sellers.

Will claim via RM if I can find the proof of posting doc.

Damn stupid me, I just wanted to give it a few more days before refunding as I've never had anything go missing via RM before but I have had first class items take over a week many times (as recipient)

[Breadwidow]

Yeah case I guess is no problem. The negative feedback is but now I appreciate that's my fault for being slow . . . No forgiveness in the eBay world!

[franke]

It shouldn't mean your ebay journey is over op. I buy alot on ebay and check out sellers' feedback. I always look at negative feedback and the seller's response. If the seller seems reasonable and gives a measured response to neg feedback , it won't stop me buying from them. I agree though that tracked postage is expensive when the item sold is low value. Can you still get free proof of postage for low value stuff? This might be your way forward.

[Lunar1]

Just for future I think giving it a few days would be fine if you had replied to the buyer.

[franke]

Sorry, crossed post. It probably hasn't really gone missing

[itlypocerka]

At that level of item value you don't need to use "signed for" - you just need to get proof of posting - which is free, just a receipt for the postage which the cashier will write the item postcode on - when you send it at the post office and then if it gets lost (which is defined by royal mail as not turned up 2 weeks after posting) and you can prove consequential loss (which you can) then they will refund the postage plus up to £20. Do you have the receipt from when you posted the item and does it have the recipient postcode on it?

[greenfolder]

It might yet turn up. I was the buyer in a similar position. Opened a case. Heard nothing. Left neg feedback refund arrived. 2 weeks later went to pick up something else from the sorting office. Low and behold there was the parcel.

[Breadwidow]

I agree that it may well turn up

I always get proof of posting but after years of never losing anything I have got a bit lax with retaining them and I cannot find it anywhere damn it.

I think this person was lying to be honest

[19lottie82]

bread why do you think they are lying?

[wheresthel1ght]

I know it's costly and can put people off but unfortunately unless you used tracked postage eBay will always side with the buyer on these sorts of issues.

After having my fingers burnt by people messaging to say "ohh looks lovely on thanks" they have them submitted a "did not arrive" claim and eBay won't take anything other than the tracking document as proof including emails sent through their own system from a hurt thanking me for said item.

I always put a note on the item and explain

[DoesAnyoneReadTheseThings]

The buyer probably thinks you're lying.

No item
No proof of postage
No contact

[nauticant]

I had one of these last week. I told them to either wait or open a case and get a no-quibble refund. Asked them if they wanted to see my proof of postage in case they wanted confirmation that the item had been sent. They opened their case and as soon as I saw this I refunded.

They might be lying but it doesn't matter. The best way to use ebay is to put aside thoughts of fairness and comply with the procedures and rules as closely as you can.

[Breadwidow]

I don't think they were lying in the first place but I am a bit suspicious as to whether it has arrived since and they haven't told me. When I got on the case on Monday I ask if it still hasn't come, and heard nothing. I realise I should not have delayed initially so refunded on Tuesday (despite no reply to message on Monday) and they still gave not replied or responded to my request for revised feedback.

I think I was complying by eBay's rules, as far as I understand I refunded within the time limits they set but I do appreciate I should have refunded sooner to avoid the bad feedback from this particular buyer.

[verystressedmum]

If someone tells me an item hasn't arrived and it's after the estimated delivery date I refund straightaway with a message to apologise. If I didn't send signed for I've got no choice.
But I have to do it straightaway so the buyer doesn't get annoyed and leave negative feedback. They may still leave negative feedback but it minimises the chances.