eBay

cutepaperstory · ‎10-10-2014

I've been selling on eBay for 3 years and I've never had an item not arrive. I learned after a few months of selling that it often takes a long time for packages to arrive in some countries, so in my listings along with my "usual shipping time" of 10 to 15 business days, I also have a disclaimer saying that it may take longer and that customers "In Eastern Europe and South America will have to wait longer."

Three and a half weeks ago I made a sale (on opening bid price) to a buyer in Brazil. The buyer speaks perfect English and sent me a message that said, "Please include a free gift with this package because it is much too expensive." I always put something extra in my packages so I thought nothing of it as hoped that it was a little joke from someone hoping to get something extra.

Two days ago I received and angry message: "Hey seller, what is happening? I paid so much for shipping and now it has been 5 weeks and I don't have my package!" I checked the calendar and only 17 business days (3 weeks + a few holidays) had passed since I shipped the package. I wrote the buyer my typical kind message, pointing out that in the listing it says that customers in South America will have to wait longer. I pointed out that I have made other sales to Brazil and that they typically take around 6 weeks due to local post offices. Also, I ship from South Korea, in case that is important.

This morning I had another angry message demanding a refund and saying that the package was time sensitive (I offer express shipping, the customer opted for a cheaper slower option). After work I decided to write to the buyer, but when I checked they are no longer a registered ebay user. I can no longer get in touch with them to resolve the problem.

My question is what should I do about this case? Should I report this person to eBay? I don't want to receive negative feedback (obviously), but I'm not sure if this is even possible now that the user is no longer registered.

Any advice?

Thanks!

asyahijab · ‎10-10-2014

If I were you, I will do nothing unless there is a case opened for INR by paypal.

If he already no longer registered user he won't be able to leave feedback, he might be booted by ebay because too many red flag on his account.

Others may have better insight than me.

ricarmic · ‎10-10-2014

If I were in this situation I would leave everything as it is.

You haven't done anything wrong.

The eBay processes will look after you if the buyer is a bad buyer, ie they are already NARU'd for whatever reason.

There's nothing for you to do unless something arises like a case etc down the road.

From what I read of your situation, I would be glad they got NARU'd before it cost you money......

zee-chan-jpn-books · ‎10-10-2014

@cutepaperstory wrote:
The buyer speaks perfect English and sent me a message that said, "Please include a free gift with this package because it is much too expensive."

lol I had to laugh at that one. Too expensive? Then don't buy... harassing the seller for freebies after the fact is just cheap.

I would consider myself lucky as well that the buyer got NARU'ed before he/she could do any damage. I'd just leave it as is as well since you as a seller have done nothing wrong.

cutepaperstory · ‎10-10-2014

Thanks for all the feedback! After doing some searching it seems that even eBay is aware that shipments to Brazil can take 2 months or more due to customs screening there. I guess that's why so many sellers don't sell to Brazil!

reallynicestamps · ‎10-10-2014

While I agree that you should do nothing in this case, you should also be aware that the scammer customer may be able to file a chargeback with his credit card company.

Most cards have longer deadlines than Paypal's 45 days.

Sigh.

In addition, could I suggest that you drop the cheaper, slower shipping method and be firm about using Air Mail and tracking for overseas shipments.

If an overseas customer wants something, she can either afford it or she can't. She wouldn't be buying on eBay if it were available in her own country.

The cost if the item is price + shipping. And the seller controls both. Don't give your customer choices that hurt your ability to make a profit.

Using tracked Air Mail shipping is your protection against cheapskate, entitled (a present? really?) and impatient buyers.

Well, maybe I'm not a fancy gentleman like you, with your... very fine hat. But I do business. We're here for business.-- Captain Malcolm Reynolds

cutepaperstory · ‎10-11-2014

@reallynicestamps wrote:
While I agree that you should do nothing in this case, you should also be aware that the scammer customer may be able to file a chargeback with his credit card company.
Most cards have longer deadlines than Paypal's 45 days.
Sigh.

In addition, could I suggest that you drop the cheaper, slower shipping method and be firm about using Air Mail and tracking for overseas shipments.
If an overseas customer wants something, she can either afford it or she can't. She wouldn't be buying on eBay if it were available in her own country.
The cost if the item is price + shipping. And the seller controls both. Don't give your customer choices that hurt your ability to make a profit.

Using tracked Air Mail shipping is your protection against cheapskate, entitled (a present? really?) and impatient buyers.

Well, maybe I'm not a fancy gentleman like you, with your... very fine hat. But I do business. We're here for business.-- Captain Malcolm Reynolds

I used Air Mail, but without tracking for this package, which is my default. Unfortunately, I can't use tracking with my items (I ship from South Korea) My items usually cost around 10 - 15 USD with 3 or 4$ for Air Mail. Shipping with tracking would be 18 -22 USD. That puts me out of business.

reallynicestamps · ‎10-11-2014

Canadian sellers have the same problem. Tracking is a cheap domestic service in the USA, but nowhere else.

If these losses are only occasional, you could add a few pennies /jeon/ won to every asking price as an insurance premium. If you get a claim like this, you use the accumulated insurance money to cover the loss. This is sometimes called Cookie Jar Insurance, because you keep those virtual pennies in a virtual cookie jar, just like your mother kept her housekeeping money. (Which gives you an idea of how old I am).

If you added 10 cents to every $10 sale as a premium (it could be in the shipping AND handling charge), then you could afford to lose one item in 100 without losing any real profit. If you only lose one item in 200, you actually make money on Cookie Jar Insurance.

cutepaperstory · ‎10-14-2014

Thanks for all the good advice so far. The situation has now changed and the buyer (who is still unregistered) has written to me telling me that they will go through Pay Pal directly in order to get a refund. But that she "would rather not" and that it would be better if I just give her the refund. I told her that I would absolutely give her a refund after a reasonable amount of time has passed. I've done some research and there was recently a strike with the customs workers in Brazil, adding to the delays caused by new customs policies.

Why would a buyer want to go directly through Pay Pal rather than use eBay?

Any ideas?