Request for Help - "Item Not Delivered to Thailand"

[sageleafkids]

Hello Everyone

I am new to this board, though have really enjoyed the threads that I have read over the past few days.

I am also new to Ebay, and have run into a problem that I am looking for help with.

On May 14, I had a buyer from Thailand win an item. On May 17, he paid for the item and $35 for shipping. I contacted him and let him know that because this was a very bulky item, it was going to be shipped by Surface mail through Canada Post. I let him know that Air Mail through Canada Post was going to be approximately $200.

On May 17, I mailed the package, and sent him an email giving him a tracking number, and letting him know that he would receive his item in 30-40 business days.

On May 21, he contacted me to let me know that he still didn't receive his package and wanted to know where it was. I sent him another email giving him a tracking number, and let him know that he would be receiving his package sometime in early July.

On May 31, he filed a PayPal claim for having not received his item. After communication providing the same information, he escalated to a claim. I provided PayPal with a tracking number and information that it wasn't expected to be delivered until sometime in early July.

PayPal found in the buyer's favour already, and has refunded the money. Their reasoning was that I couldn't prove delivery!

I have filed an appeal with PayPal, but have not heard back anything yet.

I have talked with Canada Post who will not consider that package as non delivered for another month.

The buyer now has his money back, and should be receiving his item sometime over the next few days.

Does anyone have any ideas as to what I should do?

Thank you very much in advance.

Peter

[jakeeangel]

Was it sent Small Packet? If so, that is NOT a tracking number. Canada Post does NOT offer tracking numbers/delivery confirmation for Small Packet, or Light Packet services. They never have and they never will.

Even though the shipping info from PayPal says tracking number it is not. Canada Post does not offer that service.

I personally would never give a buyer the option of surface shipping to such locations. The package will take a looooooong time to arrive. If they pay via PayPal you'll see what you've just been through every time. It's not worth it. Ship air or if they insist on ground tell them to send you a money order.

PayPal only cares about online proof of delivery. You didn't have it and you lost. That's how the system works. You won't win on appeal. All you can do is email the buyer and ask them to refund you when the item arrives. Other than that, nothing you can do. Sorry. 😞 You might also want to check your account to see if PayPal took an extra $10 off you for the priviledge of giving the buyer back their money.

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[recped]

Hope that the buyer is honest and repays you when the package arrives....otherwise just write it off to experience and NEVER ship via surface unless you are absolutely positive the buyer understands the time frame involved and preferably only when they pay by an unreversable method.

You'll be lucky if it shows up in 30 - 40 days, to Thailand it could take twice that easily.
"What else could I do? I had no trade so I became a peddler" - Lazarus Greenberg 1915
- answering Trolls is voluntary, my policy is not to participate.

[zarzuella]

I'd estimate 3 months for surface delivery to Thailand. I'd never do it.
Hope you have an honest buyer who re-pays when the package arrives. If not, try a claim through CP when you are able.

Ann

[katiusciav]

did i read your original message correctly? you sent it out may 17 and he emailed you may 21 wanting to know where it is? it couldn't even get there EXPRESSPOST in that timeframe, gosh people irritate me.

[sageleafkids]

Kat, you read that correct. The package was dropped off on May 17, a Thursday, and the following Monday (which was a holiday), he was asking where it was (it had been in transit for 1 day)

My problem isn't with surface delivery, as I am well aware that it can take a very long time.

The cost of the item purchased was $6. The item cost $75 to ship by surface, and approximately $200 to ship by airmail. The buyer did not want to pay the $200 shipping, so went with the surface option, which we gave him for the $35. Who would pay $200 to have a $6 item shipped? The buyer was given a tracking number (sent parcel post) and an estimated time of delivery (30-40 days). This is a Canada Post estimate, which I realize is not always accurate.

My problem was the way that PayPal has handled this, which is why I had posted originally. I realize that I am probably out of luck, on this, but more needed a place to vent.

PayPal's user agreement states that a buyer cannot start a claim for "item not received" until a reasonable amount of time has passed. In this instance, the buyer was told (and agreed to) 30-40 days, which on the high end would give an estimated delivery date of July 12. This was all detailed in the documentation between myself and the buyer, which PayPal has reviewed.

So if the estimated delivery time is July 12, why would PayPal accept a buyer opening up a claim on May 31, which is 9 days into the 40 day estimate? The dispute was then escalated 20 days later, and PayPal closes the dispute on June 28, which is 30 days into the 40 day estimate.

I am at a loss trying to understand the thinking of the $6 an hour "investigator" working on this...

Thanks for listening.

Peter

[jakeeangel]

After talking to PayPal reps in a similar circumstance, buyer filed a claim a day or two after payment, the rep told me that buyers can technically file a claim minutes after making the payment. There's nothing in the system to stop them from doing so.

Sorry it happened to you. It's terrible. 😞 I hope the buyer is honest and repays you for the item.

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[katiusciav]

why would someone who is bold enough to open a claim a transit day later be honest enough to return the money? wouldn't make sense to me. 😞

[jakeeangel]

No but stranger things have happened.

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[recped]

The item cost $75 to ship by surface

Is this a typo?
"What else could I do? I had no trade so I became a peddler" - Lazarus Greenberg 1915
- answering Trolls is voluntary, my policy is not to participate.

[bestshowtime]

After talking to PayPal reps in a similar circumstance, buyer filed a claim a day or two after payment, the rep told me that buyers can technically file a claim minutes after making the payment. There's nothing in the system to stop them from doing so.

It is one option and I believe is the best:STOP USE PAYPAL.

[bestshowtime]

I don't have paypal more then 1 year!!!
Yes, it was hard in the beginning but after it is just fine!!!

[sageleafkids]

UPDATE: So after talking to few different "customer service" reps, I finally have gotten my money back. They won't reverse the decision, so the buyer still gets his money and the item, but at least I am not out the money.

They will accept "item not received" complaints within seconds of a buyer sending payment. The rep I spoke to said that this is as a result of class-action lawsuit that was ruled against them a few years ago. I have been looking for the text of the decision but haven't found it yet. Anyone else know the case the rep would have been talking about?

Peter

[katiusciav]

They will accept "item not received" complaints within seconds of a buyer sending payment

honestly, this seems very ridiculous to me. what in god's name judge ruled this? does he realize this isn't a mall-its online shopping for god's sakes-we all don't own jet planes to deliver our merchandise for gosh darn sakes!! sheeeeesh!X-(