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Original poster

resolution centre and difficult buyer - any advice/help ?

29 replies

Keanu · 09/05/2012 16:37

Hi. I have a really difficult buyer at the moment who opened up a case just over a week after purchase (I explain in my listings that I can only post on certain days and do keep buyers informed when) plus it was a bank holiday!

The "item not received" case is still open and they are admitting that they have received the item BUT are refusing to close the case, and want the refund anyway.

The Royal Mail tracking number is saying that the item is still being processed. In fact I have checked other tracking numbers from months ago and they all say that (even though they have been delivered) so it's not that reliable!

What will Ebay do? do they even read the buyer/seller messages or do they just go by the tracking number?

Thanks for reading, hope somone can help or advise, I've never had to do this before - All my buyers have been great up until now:(

OP posts:
fergoose · 09/05/2012 16:49

have they escalated the case? if so eBay will refund them. If they haven't escalated it then it will close and no refund. I guess the postie didn't get a signature so the item will always show as undelivered online?

HecateTrivia · 09/05/2012 16:51

you say they have admitted that they have the item - do you have it in writing?

Original poster
Keanu · 09/05/2012 17:01

They haven't escalated yet, but probably will as soon as they can. As I said, very difficult and rude.

They said in one of the resolution messages to me that they had the packaging as proof of when I posted(?) (I had marked as dispatched but ACTUALLY didn't post it until a day or two later, due to unforseen circumstances)

OP posts:
ragged · 09/05/2012 17:01

Did they admit they have the item now on Ebay messaging system?

Original poster
Keanu · 09/05/2012 17:04

So if the buyer has the item and I have to refund via paypal - can I still make a claim from royal mail if the item is "still being processed"?

OP posts:
HecateTrivia · 09/05/2012 17:04

well, that's it then. how can they have the packaging as proof of posting if they haven't received the item?

Original poster
Keanu · 09/05/2012 17:07

ragged yes, via the resolution centre,

I have tried to contact ebay via email (ignored) phone (passed over to 'relevant person' x10000! just going in circles) live chat (no help)

OP posts:
Original poster
Keanu · 09/05/2012 17:12

I know Hecate he is an absolute idiot, am just wondering if ebay actually read the messages when coming to a decision or just go by the tracking status. Anyone know?

OP posts:
HecateTrivia · 09/05/2012 17:17

Perhaps if you remind him that he has confirmed he got the package and you suggest that he drops this claim that he hasn't, and that you have forwarded the communication in which he says he HAS THE PACKAGING to ebay.

Maybe he'll drop it himself and you won't even have to take it to ebay?

80sbabe · 09/05/2012 20:54

Yes they do read the messages if they are part of the dispute case.
If the mention of them having received the parcel is through the normal Ebay messaging system then you'll need to make them aware of it.
It may be worth a phone call to customer services to point it out to them.

Why have they opened a not received case if they have the item?
Are they asking for a refund because the item didn't arrive as soon as they hoped or do they have an issue with it and meant to open an item not as described case ?

carrielou2007 · 11/05/2012 18:58

Have you entered the trackiung info into the dispute? If it is a royal mail number it will just close the case (think this is after it is escaleted). I had a new ebayer claim a month after I sent the item not received and opened a case. I entered the tracking info and the case was closed. The buyer then sent me a message afterwards to say someone had told her to do it to get her money back and keep the item and as she was new to ebay she just got in a muddle. Yeah right you nasty bitch!!

fergoose · 11/05/2012 20:18

the tracking number won't close the dispute if it shows undelivered though will it? Looks like postie forgot to get a signature and buyer knows this?

slalomsuki · 12/05/2012 08:07

I got caught in a similar loop with eBay over an item I sent in January.

Seller admitted in a non eBay email that they had the item but opened a case anyhow. The tracking number showed and still does show that the item is in the Royal Mail system. They escalated the case despite me copying in the email as part of my defence. It was the same email address registered to their eBay and Paypal account. eBay refunded the amount and then the buyer sent another gloating email.

The Royal Mail still haven't paid out my claim 3.5 months later so I am now well and truly out of pocket. eBay were very little help and ignored the email evidence I provided and went with the buyer every time.

fergoose · 12/05/2012 09:36

Slalom - that is rubbish for you, what a crummy buyer too

Original poster
Keanu · 13/05/2012 09:34

Sorry, been offline. Thanks for all the replies.

He escalated the case and won - even though he admitted that he had the item VIA THE RESOLUTION CENTRE FFS! eBay clearly don't read the dispute messages at all.

He was refunded and like you slalom I got a gloating message straight afterwards.
Forwarded to eBay, opened up an appeal and lost that as well!

No money, no item, no hope of Royal Mail compensating me either I suppose.

I'm through with eBay.

OP posts:
fergoose · 13/05/2012 09:46

how much was the item? I would print off all your evidence and write to buyer giving them 14 days to pay, and if they don't take them to the small claims court.

Original poster
Keanu · 13/05/2012 09:55

it was £49. Not a lot to some but a small fortune to me.. Which is why I'm annoyed/upset/angry...

It was too big to put through a letterbox so postman MUST have had to knock.

Will do that ferngoose Hopefully it will work. thanks a lot for your help.Smile

OP posts:
Original poster
Keanu · 13/05/2012 09:57

Sorry, fergoose - without an 'n' !

OP posts:
MrsMangoBiscuit · 13/05/2012 10:33

I'm Shock that ebay have done this! Surely that's theft! (disclaimer - have no legal knowledge!) I really hope you manage to get your money back, what a shitty thing for the buyer to do. Angry on your behalf. :(

fergoose · 13/05/2012 11:37

it is theft - I would def threaten then carry out small claims - buyer is a bloody disgrace. Bit foolish sending gloating email but there is your evidence to prove they are a fraud. wonder if worth speaking to police too? They have dedicated eBay depts now I think?

ragged · 13/05/2012 12:07

If you're thru with Ebay then tell us his Ebay name? What have you got to lose? I am only too happy to put him on my blocked bidders list.
I don't know about small claims, how would you prove that an email wasn't a forgery?

ragged · 13/05/2012 12:08

He could have walked out his door to meet postie, no need to knock.
Does OP not have a valid claim with RM?

fergoose · 13/05/2012 12:12

well I suppose they could claim with royal mail for recorded cost only as postie didn't get a signature, but as item was delivered then they can't claim for loss. also recorded only covers to £46 doesn't it, not £49.

ragged · 13/05/2012 12:34

£46 still a sight better than nothing.

fergoose · 13/05/2012 12:53

no I mean they may not pay out if under insured - also the parcel wasn't lost was it so the seller can't claom