Item not received (after one hours holding resolution dept. simply hung up)

[marcopoloca]

Customer from Russia filed a claim with ebay on march 3rd claiming not received and no reply from me.

I replied immediately to the claim by telling him i never received any emails from him after checking my junk file (which i do regularly anyway).

I forwarded him a copy of my reply that suggested he was notified twice when the item was shipped (and i asked he checks his junk file), and i suggested to him that i can send out a replacement package to him; absolutely no reply.

Last night at 4 am he escalated the case and within minutes ebay sent out an email the case was decided in the buyer's favor.

Feeling unjust i dig out the number for ebay powerseller support, after holding on the phone for 55 minutes and passed through 3 different person, i finally reached ebay resolution and was given the same crap that without a tracking # they buyer is always in the right, when i persisted with my reasoning she simply said there's nothing can be done as the case is final and Click.....

All your positive feedback means absolutely nothing, all your years with ebay means absolutely nothing 😞 Your customer service, response and communications skills are useless tools 😞 You are a no body 😞

[dipmicro]

Regarding asking buyer to open NRI disputes to "document delivery problems" we use and I mentioned above.

Just got the "Summer seller update--Find out where you stand" newsletter from eBay, and one section comes to attention:


New seller standard: Buyer Protection cases counted along with low DSRs. You're on the right track!

Opening a case with the eBay or PayPal Buyer Protection program is a clear indication of buyer dissatisfaction, especially when the buyer tries and is unable to resolve an issue directly with the seller. That's why, starting in September, "item not received" and "item not as described" cases will be considered along with low DSRs to evaluate and reward seller performance.


Disregard my advice above. eBay simply wants us to bend over and give buyers freebies. Who cares you have tracking number, buyer says Not Received, smash on your DSR.

[marcopoloca]

A few comments:

"Customer from Russia" - i really shouldn't single out Russia, Canadian actually gave me the most problem of all the nations, LOL; seriously.

"If not, since eBay/PayPal enticed me to buy from sellers advertising on their site with a Buyer's Protection Program, I ask for a refund and expect to receive it promptly." - I purchased a Hugo Boss belt from a US buyer last month, the picture shown clearly has hugo boss printed on it; but when i received the item the hugo boss print disappear. I filed a not as described with paypal but the seller shipped quickly to me via priority post with a tracking #, my claim was denied.

"I am amazed at the # of eBay listings that still state that the seller is not responsible if the package is lost in the mail." - i don't have it stated that way but i can understand why some seller do, it's out of frustration and loss from dis-honest buyers.
Most buyers are honest folks but it only takes a few to spoil the party. eBay "policy" is that it's the seller's responsibility for the goods to arrive, but just because ebay says so it does not mean it's the universal truth; in fact most company require you to file a claim with the carrier (ups/fedex, etc.) in case of loss or damage goods.
We have to remember ebay policy is written up to protect its' own interest and liability.

[dipmicro]

For shipping to Russia, this article may be interesting:

http://reviews.ebay.ca/Shipping-to-Russia-How-to-Make-it-Safe_W0QQugidZ10000000008329630

Today we got INR claim from Spain shipped on March 18. Perhaps just my observation, but I see increased number of INR. 2 months ago we would mail out 1500 shipments per month and perhaps 1-2 INR, now we do barely 1000 and last 7 days this is third case plus one UK customer is upset he did not get shipment sent on April 19 yet 😮

Nobody heard about volcanic ash freezing air traffic in Europe. People should get a life and do something else beside sitting by the computer, for example read paper. This is getting tiresome, we already excluded Italy, Russia, Greece month ago, and now considering eliminating international sales on eBay completely and concentrate on Canada/USA.

[marcopoloca]

"Are we really talking about a $15 transaction here? You waited on the phone for an hour for a $15 transaction? Next time kick a tree and have a beer!"

Yes, there's this thing call principal which might be important to someone.

It didnt start out this way, i was talking to guy #1 and he kept putting me on hold for couple minutes, when he passed me onto someone else i asked if this is going to take 10 minutes and he said no; the same thing happenned with girl #2 and i asked the same question, but the pattern repeated itself into person #3... I was trick into waiting that long 😞

if someone told me at the beginning i'll need to wait one hour i would hung up myself, no one in their right mind would.

"It is a question of perspective." Exactly! To me and many other it's not realistic and we complained about it. Some can live with it more easily because their margin is quite a bit higher, for other they have to make 3 or 4 sales to make up for it.

[marcopoloca]

Yes i have moved on many times and refunded the buyer when they do not want a 2nd shipment, that's when s/he email or communicate with me; i do allow benefit of doubt to the buyer given the failing grade of our postal/custom system.

but this time buyer did not ask for it, he just filed a case with ebay and i replied with 2nd shipment offer and he escalated into claim; at that stage i can't even offer him a refund because the transaction is frozen by ebay/paypal.

one thing lead to another 😞