eBay

block36 · ‎02-04-2013

Dear sellers,

I experienced the weirdest situation today: the buyer from Moscow, RF has purchased two softcovered books for $27 and shipping was $5.00 (Light packet).

I shipped the packet on January 5, 2013 with proper cardboards around books and in paper envelope with sufficient taping.

The buyer wrote me today that he has received my LETTER and inside was just a piece of paper as well as my little THANK YOU note.

His letter says: After more detailed inspection I can tell somebody did open the package cutting scotch and taped that side after very carefully. Don't want to lay all blame on you but you surely could pack the books more secure so a thief had at least cut some cardboard before he would reach the books - not only few scotch tapes wich also makes signs of intrusion almost unseen.

I wrote back to the buyer that within my 13 years on eBay I never had emptied parcels and that cardboard ws there. Many times I was complemented on quality of my packaging in letters or feedbacks.

I suggested he reports the problem to his postal outlet.

His reply has this portion:

I hope you understand I won't be able to leave a positive feedback for that disappointing interaction. In fact it's completely negative experience which I'll have to describe in my feedback unless you'll find a refund possible, as all previous sellers I dealt with acted when there were problems regarding post. If not - it's OK: I understand I lost my money and you lost your books. The only problems is I never even had a chance to see them and I can't even file a theft claim because of that both insecure and undamaged looking empty package.
Let me know of your decision please.

The reference to previous experiences of similar nature gives me some bad feeling.

Thank you for reading my topic.

pierrelebel · ‎02-04-2013

Is this the buyer of two Russian postcards?

If so, that buyer has left 104 feedback over the years, all positive but one neutral for slow shipping. Therefore, this is not the sign of a scammer.

If he claims the cards were not in the package when received, the only thing any seller can do is to provide a full refund.

beautiful_times · ‎02-04-2013

Did he send this message through ebay messaging?

If he does give you negative feedback you could call ebay and ask them to remove it based on the fact that he stated he would give you negative feedback unless you refund him.

However this is ebay and they may not see it that way.

pierrelebel · ‎02-04-2013

The official policy can he found here:

http://pages.ebay.com/help/policies/feedback-extortion.html

In this case, I do not think it is a case of feedback extorsion allowing eBay to remove a negative feedback if left by buyer.

The buyer is simply stating facts as he sees them, rightly or wrongly.

block36 · ‎02-04-2013

Pierre,

Please see feedbacks left by me on January 5, 2013 for two BOOKS.

His feedbacks to other sellers are very nice to everybody, but may be he left them after attempt to extort refunds?

I am very confident about the quality of my packaging in view of a lot of tape.

But decided to offer him a refund of $20, and then he asked me for $25.

After this I told him to make claims for NON RECEIVED ITEMS and I WILL REFUND THE FULL AMOUNT.

My thoughts are: if I go this route, I will be able to have my eBay fees refunded and will take it out of my chest.

His latest reply was: All right - will let you know when I'll do it

Why not now???

pierrelebel · ‎02-04-2013

OK - different buyer (yoi had two buyers that day with multiple purchases) but, again, clean feedback left for sellers.

Frankly I think the problem is one of language translation.

"decided to offer him a refund of $20, and then he asked me for $25"

I am puzzled. Why offer him less than he paid?

The seller has the responsibility to get the goods in the hands of the buyer, always. If a buyer does not receive the goods purchased and paid for, he is entitled to a full refund including shipping charge.

A claim by the buyer through PayPal would give him back 100% of his purchase price including shipping.

Without any evidence of fraud on the part of the buyer, it should be considered a simple case of goods not received.

In any case, whether fraudulent or not, I always add the name of a buyer to my "blocked bidder" list whenever a claim is made.

block36 · ‎02-04-2013

You are 100% correct, Pierre.

I was not with cool head when I learned about such a reason for refund, i.e. empty package.

I offered him $20 because I myself would probably agree to this amount in opposite situation having a strong evidence that the shipment was made - just to be fair to the seller...

If indeed this is an honest declaration on buyer's part, we both are victims: he paid and did not receive, I shipped, paid fees and have no books...

But I know that it should be me only.

So, let it be, I will survive.

hamsterstamps · ‎02-04-2013

Had the exact same thing happen to me in a shipment of 8 First Day covers to England. The buyer was even kind enough to scan the package where someone had opened the bottom flap of a mid-sized envelope. Bottom line? Could have been stolen in transit, envelope could have split open in transit, or it could have been a dishonest buyer. In the end though, I believe that the item is my (the seller's) responsibility until it reaches the buyer's hands. I've only had a few loses over the years and I refund and try and learn. The episode above taught me the importance of packing tape - I now wrap both ends of the envelope with packing tape. I even give letters a good packing tape wrap before they go out and haven't had a problem since. No need getting into a flame war with a buyer as you can't prove anything either way. If it makes you more comfortable, block the buyer and if you want to be really safe, block non-secure couintries (Africa, most of Asia, Russian area). Try also to work a loss factor into your pricing calculations so that a $30 sale going astray won't derail you.

Just my two cents worth and hope it helps.