Newbie Powerseller with Dispute question

[gmpi123]

Hi All,
Hoping to get some help on a sticky situation. I sold a phone a couple on the 10th of Aug shipped on Monday the 11th and the buyer is in Quebec. They have not received this package as yet and the tracking number has not been updated by Canada post except to say item accepted at post office. They emailed me last week Thursday the 14th about why the package has not been received and has not been updated. I called canada post and they started a trace on the package and have not gotten back to me yet. Today the 18th the buyer emails again with this;
"Hello again. I have been without a cell phone for 3 weeks after mine broke. I really need a cell phone and cannot aford to wait much longer. Is there anyway you could send me another phone as this one is obviously not coming? If by some chance it did show up I would send one back. This trace seems to be between you and Canada Post. As I said before I really need a cell phone. Thanks again and please let me know what you can do
How do you guys think I should proceed with this matter because the phone costs $160 and I am afraid of negative feedback. The package was shipped expedited and normally takes 2 days to get to QC. Thank you in advance

[lina-mallows]

We would take the approach that if we were the seller, we would ask the the buyer to open an eBay/PayPal dispute.
This way- the tracking and other information regarding the shipment would be in eBay/PayPal's hands.

You would be protecting yourself against any chargeback.

What good is sending another phone?
The physical time it would take for delivery would still be MORE days, till its arrival.
And, you have absolutely NO GUARANTEE whatsoever that the buyer will return the phone as promised.

This is a situation where you must take control.
You have sent the item. It is tracked, and insured.
You may not appreciate the buyer's inevitable NEGATIVE, or less than flattering feedback, but it appears you have done everything correctly.

Stand your ground. This is not something to be negotiating with the buyer- especially when they are asking that you send another IDENTICAL item, with the promise of returning the other.

ON BIG POINT- is it not VERY likely the ORIGINAL phone sent would arrive before ANY replacement?

[lina-mallows]

We appreciate that Canada Post expects an Expedited Parcel, form Ontario to Quebec to take TWO days- such is often not the case.
Though only questionably quicker- Xpresspost is often just pennies more for ONTARIO/QUEBEC shipments.
ALWAYS remember to chose the SIGNATURE ON DELIVERY option.
(And if the package doesn't meet Canada Post's delivery standards- make sure you ask for a REFUND of the postage. You are entitled to it.)

Have you contacted Canada Post?
Expedited TRACKING is only intermittently updated on their website.
Canada Post has more in depth knowledge than we are led to believe- so calling them, and making inquiries, can't hurt.

[ampurtle]

My response to these situations is to advise the buyer that if the package has not been received by the end of the month, a full refund will be issued.

If you end up issuing the refund, keep the item in your myEbay and mark the item as unpaid, then make a claim to Canada Post

Canada Post is pretty quick when something is going to cost them money. If they find it, they will deliver it, and if the buyer does not give the refund back, you initiate an item not paid dispute, and PayPal will get your money

[dagr8_renaud]

hi , I have to agree with Lina's 2nd post here ,

1st ALWAYS use Express post vs Expedited it is only a few $ more ( worst case scenario 10$ more to South US ) and it gives you peace of mind.


.
2nd like Ampurtle said , Be polite, ask them to wait a fair delay ( 5 days seem fair ) and then ask them to open a dispute with paypal, and promess to deal with post canada yourself while you will offer them a quick refund so they dont have to bother with that .

Keep in mind if the buyer really needs a phone right away , why did he/she use eBay in the first place also I suppose if you shipped package on August 11th the item was won a few day before therefore anything that happened in those ' 3 weeks ' is NOT your problem .

hope this helps

[gmpi123]

Thank you for all the help, I have been in contact with the buyer and I pray canada post finds this package. I normally use purolator but in this case they preferred canada post. I will let you know the out come.