eBay

winner188 · ‎06-06-2015

I sold an item on ebay, tracking says delivered to front door, buyer says they never received it. I opened a claim with the postal system and kept buyer informed. Could take 10 days to complete claim. What do I do next? Have I done everything correctly? Do I refund money or wait on the claim/investigation to be completed.

Thanks

Bill

momcqueen · ‎06-06-2015

Do NOT refund the buyer... just yet.

Remain polite in your communication with your buyer but call ebay directly for advice first thing on Monday during business hours. You need to protect yourself as a seller.

Was this an item of a high value? Were you obligated to buy Signature Confirmation on delivery? Chances are that as far as the post office (or courier) is concerned, 'delivered' is the end of their responsibility. I have doubts that the post office will be finished 'investigating' within ten days. (But that is based on my own experience only.)

Let your buyer know you're talking to ebay about what-to-do next because you're just that conscientious that you want to follow all the rules to ensure you're doing the best job at resolving this as is possible. (This may also dissuade the buyer from pursuing the 'lost' item any further; if this is the kind of 'problem' they have on a routine basis, ebay will know about it.) Most of the time, a buyer is reassured if their seller keeps lines of communication open.

It is important that you speak with ebay to ensure that you are protected against a gratuitous claim or unwarranted feedback. I feel for your buyer and it sounds as if you are sympathetic too but there are less-than-ethical people on ebay who look specifically for newish-sellers such as yourself in the hopes that you might be more likely to be duped into a false Item Not Received claim.

I've had two similar situations arise with $20 to $100 CAD tracked goods in the past three years and both times it was resolved by ebay without fault laid on my account. If, however, the case was opened as an Item Not Received, the defect may not automatically remove itself unless you call ebay to have it taken down once this is all done. Don't forget to do that.

Good luck as you carry forward.

p.s. 'Delivered to front door' can mean 'stuffed under Welcome Mat' or 'hidden behind planter' too. Did the post office mention that?

reallynicestamps · ‎06-06-2015

I sold an item on ebay, tracking says delivered to front door, buyer says they never received it.

As far as eBay is concerned (and Paypal) if you can show that the item is delivered, any case would be settled in your favour.

If the buyer goes to Dispute, neither of you can leave feedback.

Send the buyer the tracking number and let him know how to check the PO website that shows delivery.

Ask the buyer to speak to family and housemates, who may have carefully put the item aside in a safe place.

He should also check inside all screen doors, BBQs and milk boxes (if his house is predates the end of home milk and bread delivery).

The buyer should also check with neighbours who may still intend to hand it over to him but haven't got around to it yet.

Note that if the item was stolen from an unguarded mailbox, you are not responsible.

Caveat: If the purchase was over $750 in value, eBay requires not just proof of delivery, which you have, but Signature Confirmation. You can ask the PO for a jpeg of the signature and forward it to your buyer.

I opened a claim with the postal system and kept buyer informed. ...What do I do next? ... Do I refund money or wait on the claim/investigation to be completed.

You don't owe anyone anything.

If the postal claim is found in your favour, which is actually doubtful since the PO shows the parcel as delivered, you get the money, since you bought the insurance.

But of course, ethically, you should refund the buyer if the PO agrees that the item was not delivered .

The buyer may or may not be 'mistaken'.