Buyer has requested a refund (difficult customer)

[koopabros]

About 2 weeks ago I sold a guy in Malyasia a watch. Initially he wanted me to pay half the international shipping for a tracked packet. I told him that's not how it works, and after arguing and arguing he decided to settle on an untracked air mail shipment.

I told him the ETA for each shipping method. Key word ESTIMATED.

Now today he's send me a resolution claim for a refund, claiming it hasn't arrived, and that I apparently promised him that it would arrive in exactly 2 weeks. I never said that I just told him what Canada Post's ETA is. He also said that he bought another watch from another buyer recently and it arrived.

Do you think there is any chance this could go in my favour? He had the option for a faster, tracked shipment but he decided not to go with it. I don't see how this is my fault.

Plus if I give a refund and the package does arrive, I end up giving him a free watch.

[rosscd57]

The second you agreed to an untracked package to Malaysia it was not going to arrive. Sorry - not you will not win a dispute. Personally I would not refund voluntarily. If he has pulled this before a few times he will not want to be developing a history. If he want you to voluntarily refund - do not do it, perhaps you can wait him out. what are his feedback numbers and what do his feedback for others look like.

[ggsale27]

Answer the claim and state that the package may take another 3 weeks to arrive. Usually the resolution people will wait till the last day before they decide in the buyers favor. Without tracking, if the buyer is not honest, you will have to refund him/her. Never let a customer talk you into shipping any other way than what you have stated in your auction. Always protect your self with either tracking or insurance just in case.

[recped]

He had the option for a faster, tracked shipment but he decided not to go with it.

What makes you think a tracked package would be any faster?

Do you think there is any chance this could go in my favour?

Yes it can.

You need to convince the buyer that patience is required. Has the buyer escalated yet? If not they have 20 days to do so so you need to convince them to wait. If it has already been escalated you have 8 days (or maybe 10?) to respond, wait until the last day and hope the package shows up and the buyer closes the case.

I've shipped to Malaysia a number of times, it's usually about 3 weeks to delivery so there's a good chance the package will arrive and all will be good.

I ship worldwide, I get these INR claims opened frequently but it's extremely rare that they result in a refund.

[femmefan1946]

Put the customer on your Blocked Bidder List.

Tracking is for your benefit, not your customer's. Same with insurance. Both give the customer the warm fuzzies, but only you benefit.

Once your customer talked you into shipping without Delivery Confirmation, the chances of a "not delivered" claim became about 97.3%.

Some sales are not worth having. This would have been a candidate for telling the customer politely that your terms of sale are firm and hoping he does not pay. Then you can go for an Unpaid Item Dispute and he would not be able to leave feedback.

If there is a polite decision that the transaction is not going to happen (I just had one of those with a Czech newbie who gasped at the-stated- cost of shipping), then you can go for a Mutual Cancellation, which does allow feedback.

[recped]

Once your customer talked you into shipping without Delivery Confirmation, the chances of a "not delivered" claim became about 97.3%.

Well that's baloney!  Buyers know that Delivery Confirmation does NOTHING to make a package arrive faster so why should they pay extra for it just because a seller happens to think it performs some sort of miracle.

[stevephinn2012]

Once your customer talked you into shipping without Delivery Confirmation, the chances of a "not delivered" claim became about 97.3%.

Well that's baloney!  Buyers know that Delivery Confirmation does NOTHING to make a package arrive faster so why should they pay extra for it just because a seller happens to think it performs some sort of miracle.

The ONLY miracle seller think it perfroms is that "certain" buyers can no longer claim INR when it is tracked right to their door! These buyers are not trying to save the $2-3 extra it would have cost they know the "game" that without tracking you out of luck and will have to refund if they push it.

[i*m-still-here]

I don't know the value of the watch, but it could have been a $20 item or a $200 watch.......

and that matters.

The buyer was not trying to avoid tracking because he asked the seller to pay half, but the cost probably didn't warrant the extra cost for either of them.

It's not a few dollars extra, but much much more than that.

To me it doesn't sound like a scam.

Just a new impatient buyer who doesn't understand transit times and might be nervous,

I'd just be very polite and understanding and ask the buyer to wait a little longer.

If it's a scam it will come out in time.

The way buyers can communicate with sellers has changed and the buyer may have wanted to send a polite message but was forced through the system.

[Anonymous]

I think femme was being sarcastic and hinting that the buyer will probably be dishonest and put in a "not received" claim.  The kind of buyer who would giggle and gloat at getting something for nothing.

[pierrelebel]

" I don't see how this is my fault."

It is not a question of "fault".  It is question of responsibility.

It is the responsibility of the seller to get the goods to the buyer.  Period. The method of shipment requested or insurance coverage or.. or... or... are irrelevant.  At the end of the day, the seller is responsible to get the goods to the buyer.

In this case, you have an impatient buyer who relied on the information you provided and his experience with purchasing similar items.

Not much you can do but politely hold his hand and preach patience.  Assure the buyer that a full refund will be provided should the watch not arrive in a reasonable period of time.

[stevephinn2012]

In this case, you have an impatient buyer who relied on the information you provided and his experience with purchasing similar items.

Not much you can do but politely hold his hand and preach patience.  Assure the buyer that a full refund will be provided should the watch not arrive in a reasonable period of time.

OR

you have a buyer who now knows you did not ship with tracking and know no matter what you do or what you say that if they file a claim with paypal they will be getting their money back--no questions asked!!!

As for a "reasonable" amount of time !! He does not have to wait any time at all. He will escalate and you will have no choice but either refund or have paypal refund him for you!

[gifts_of_elegance]

I have been selling jewelry on eBay since 2004 and I can honestly say that I had more claims for lost items in the past year than in all the previous years combined.  There is a pattern.

1) Buyer does not pay.  You file a NPB and he pays.  Next you hear from him is an email asking for a refund for "item not received".  After this, you can't file for your FVF and his record stays clean.

2) Buyer gets you to send item to "someone else".  Unless you ask for his contact information, you don't spot it.  Of course, he files for "non-receipt."

3) Buyer writes to complain that the "tracking number" (on electronic shipments) is not valid, followed by a claim for non-receipt.

There is also a group of people who make you a low ball offer but end up paying your asking price and a certain ethnic group.