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eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

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Original poster

Buyer claiming non reciept of item

24 replies

coribells · 16/04/2012 19:36

Hi
I ve had my first dispute opened against me through paypal/ebay.
The buyer is claiming she hasnt recieved the item, I posted it last wednesday , second class. I have proof of postage.Its not a high value item so i suppose i might issue refund. I really think its too soon to issue a refund. My question is what happens if i refuse to refund, surely its a post office issue not mine.

OP posts:

scurryfunge · 16/04/2012 19:39

I think the responsibility lies with the sender until the goods are received.

fergoose · 16/04/2012 19:55

you can't refuse to refund - it is your responsibility as a seller to get the item to the buyer. However, 5 days is a bit soon to refund, an item is considered lost after 3 weeks. I would ask your buyer to check with neighbours and sorting office. If it doesn't turn up you will need to refund then claim from the post office for a lost item

JimbosJetSet · 16/04/2012 20:02

Unfortunately it is you that has to sort the mess out, but I'm pretty sure you can't claim for a missing item from Royal Mail for 2 or 3 weeks, so I think you will be able to reasonably put off refunding her until then - have a look at the Royal Mail website, and then explain this in the narrative when you respond to her dispute. Out of interest, have a look at the buyer's feedback and see if it looks like she has done this sort of thing before.

ragged · 16/04/2012 20:08

What delivery window does Ebay suggest (how many working days 4 delivery?)
You very politely string out buyer ideally cajoling them into waiting a full 2 weeks 4 delivery. Then you refund thru paypal, then cancel the transaction to get your fees back Then you get form in PO & mail form off to RMail to claim the value back (you will need to print out the Ebay order details for this, the form explains what to do).
If you think buyer has messed you about, put them on your blocked bidders list. I would feel very if they opened a dispute without messaging first to say there was a problem.

ragged · 16/04/2012 20:08

ps: first check with buyer what address you sent the item to, sometimes buyer has wrong details online, or seller mis-addresses an item.

thisisyesterday · 16/04/2012 20:10

i agree that it's too soon to issue a refund. as far as i'm aware royal mail don't even class things as lost until at least 15 days have passed or something?

talk to ebay on their live help thing maybe and see what they say?

Original poster

coribells · 16/04/2012 20:34

Yes she did open a claim before even messaging me about the item. Also she purchased the item on monday the 9th, I sent it on the Wednesday the 11th and she opened a claim on the saturday. My postage details say 6-8 working days delivery anyway , so im a little bit suspicous.
I will check the address with her ,good idea.

OP posts:

ragged · 16/04/2012 20:41

Point out 8 working days very politely. I presume she purchased monday evening, so 8th working day afterwards would be Thursday this week. 5pm Thursday far as I'm concerned. bloody cheek of her though

Original poster

coribells · 16/04/2012 20:56

how can you tell from a buyers feedback that they have done this kind of thing before. SHe has 100% feedback, but all the comments have been kept private.

OP posts:

fergoose · 16/04/2012 21:28

you can't tell from a buyers feedback - that doesn't show you anything as sellers can't leave a neg for a buyer anymore.

Original poster

coribells · 17/04/2012 13:04

so there is no way to tell whether buyer is genuine?

I have just sold another item and the address listed is a ward of a hospital. Not sure I am comfortable about sending a package to a hospital .
Have messaged the buyer for confirmation.

OP posts:

fergoose · 17/04/2012 13:22

no way at all really - sending items with a signature is recommended for the sellers protection, and is actually part of the terms of Paypal anyway.

berlin67 · 17/04/2012 20:16

I have had this problem while selling on ebay, someone opened a dispute after a month of posting sis not even send a mesage asking where the parcel was, when speaking to paypal about dispute was told that it is down to the sender to prove that they posted it and the only way is to have a tracking no on recoreded delivery. They do monitor who raises disputes so if they do it on a regular basis it is noted, in the end they always side on the buyer I learn't this to my cost !

FlouncyMcFlouncer · 17/04/2012 21:51

If she's kept all her comments private, they're probably negative comments under a positive blob. You're not meant to do this but a lot of sellers do, because sellers can't leave negative and infuriates them to let the buyers get away with bad behaviour.

sunnyday123 · 17/04/2012 22:07

did you keep receipt ?- if so i would just send her copy of receipt and leave at that. I have had this a few times - people trying it on, always unusual names.

I just email and say i'll send you a copy of receipt - i wouldn't refund if you have genuinely posted it and have proof.

You may get 1 negative feedback but if the rest are positive, you can at least respond to explain.

If you email to say you have receipt they may back off - some people refund too easily and fuel these sort of pranks. Very annoying!

SoupDragon · 17/04/2012 22:10

"i wouldn't refund if you have genuinely posted it and have proof."

As I understand it, you don't have a choice with PayPal if you can not provide a tracking number. They will process the refund anyway.

maydaychild · 17/04/2012 22:11

Well I had one lately like that
I told her I had proof of postage and would happily send it to her recorded delivery so she could claim loss via post office

Funnily enough I have heard nothing from her since

There are some evil fuckers ebayers about

maydaychild · 17/04/2012 22:13

I reckon this is why some sellers have that great long list of terms in their description
I only post Wednesdays
I always obtain proof postage
I will not claim loss on your behalf

Oh! I geddit!

sunnyday123 · 17/04/2012 22:14

Soupdragon - you may be right - im not clued up as its dh account but i thought as long as you provide proof then its okay? Does it stipulate tracking number?

fergoose · 17/04/2012 22:14

trouble is proof of post is not proof of delivery - it is the sellers responsibility to get the item to the buyer, and it is the sellers responsibility to refund and claim for lost items with the receipt, the seller has the contract with royal mail, not the buyer. Just because a seller has certificate of posting does not mean the buyer has received the item, and telling a buyer they won't refund and the buyer must claim is incorrect.

sunnyday123 · 17/04/2012 22:20

but surely if you stipulate say second class standard post, then the buyer accepts that too - otherwise they would offer to pay extra for recorded?

fergoose · 17/04/2012 23:06

no - it is the sellers responsibility to get an item to the buyer - without a proof of delivery online with a signature paypal/eBay will always refund the buyer. It is in the user agreement which sellers signed up for.

SoupDragon · 18/04/2012 06:56

I rarely ebay any more but when I do, I always send things recorded - I do not give the buyer any other option.

sarahtigh · 18/04/2012 13:31

it is the sellers job to reclaim off royal mail if it goes missing any suggestion that the buyrer has to claim is against ebay terms and in any case all they have to do is open dispute and you will have to refund anyway

ebay gives estimated delivery time s based on your dispatch time plus general time for delivery so if you sell tonight with dispatch within 2 working days and second class estimated time of delivery will be 25th-28th april

IMO she opened claim a bit too soon it is quite reasonable to ask them to wait another week but then you need to refund and then you can claim from royal mail exactly 15 working days after posting

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