Hi Everyone,
Thank you all for your good wishes. It was a bitter sweet day today!
I received my FIRST PayPal claim for non-receipt of an item. And, you'll never guess who filed the claim!
Remember my customer who wanted their item shipped to the forwarding house in Doral, Florida and then on to the Dominican Republic from there? And, remember that someone on here reported my post and it was removed?
This customer purchased 3 ONE DOLLAR items and paid right away...with shipping to the Dominican Republic. Once, with your help, I figured out where I was mailing this to, I refunded her $1.09 US back to her PayPal account because shipping was less than to the DR.
I mailed her package on Tuesday, August 17th via Other Letter AIR to Florida and in my confirmation of mailing e-mail to her I included as I always do the following blurb:
**PLEASE NOTE: Post offices are closed in Canada on the weekends. Shipping from Canada may take 10 - 14 days transit time (weekends DO NOT COUNT).
Needless to say...today, September 9th is DAY 16 not including these silly weekends and the Labor Day Holiday.
Since August 17th when my customer paid and I shipped the item to her, I've not heard from her. However, PayPal sends me an e-mail: NEW ITEM NOT RECEIVED DISPUTE.
They put $10.08 US on hold in my account.
I called PayPal. And, I was PLEASANTLY SURPRISED!
I discussed my case WITH ONE AGENT and ONE AGENT ONLY.
She saw on this customer's original payment where SHE HAD REQUESTED I send this item to a different address, the Florida one. She also noticed that the customer had an unconfirmed address in the Dominican Republic.
I explained that I mailed these 3 packages of eyelets (Product total $3.00) to this lady the day payment was received HOWEVER I did not send with tracking as it is cost prohibitive for a $3.00 purchase. I also explained that this buyer may not understand that I'm in Canada and not in the US and that this package has PROBABLY been received by the forwarding house and is on its way from Florida to her in the Dominican Republic as we speak. However, without her understanding the delay due to sending from Point A to Point B and then on to Point C and with her not requesting an update, I'm at a loss.
The agent said....NOT NECESSARILY. She said, you've been a customer of PayPal for more than 10 years and have been selling on eBay for 10 years with a perfect record and high DSR's and no complaints or disputes of any kind. She said that since I admitted to NOT shipping with a tracking number and that I was offering to refund the BALANCE of her payment to her, that she would also REIMBURSE ME for the full payment from this lady in the amount of $10.08 US as I was only doing what the buyer had requested on the PayPal payment notification e-mail. She said it was not fair that I be out the money. She also took note that even though this buyer has been on eBay since 2008, I believe, that she only has 5 transactions completed. Not very many!
Anyways, bitter sweet as I mentioned. But, I was glad that PayPal was also giving me my money back as well....something that they did not need to do, nor did I request it.
I e-mailed this buyer and told her that her refund was complete....for $8.99 as she had already received $1.09 US back. (PayPal agent said that in her complaint/dispute she didn't mention that she had received a partial refund and was demanding $10.08 back. I told her she probably just forgot, but it does show on the original transaction.)
So....refund is done. PayPal has refunded me as well. And, I've also blocked this buyer from future purchases. In my e-mail to her I told her that communication between a buyer and seller is very important and had she e-mailed me with her concern, I could have explained the delay AND THAT I WAS NOT IN THE STATES so it would take longer! I told her that her eyelets will probably show up in the next week or so since they were being mailed from Florida once received there and to keep them as a gift from me.
Had she e-mailed me directly....I would have refunded her on my own if need be. But, you know....when a buyer doesn't COMMUNICATE as eBay and PayPal request they DO FIRST BEFORE filing a claim....what's a seller to do.
I was guilty of not sending with tracking...but on a low cost purchase, it's not worth the shipping cost!
All is well.
What a way to celebrate my anniversary!
However, I'll move on and hopefully I will not be dinged with a claim, dinged with low DSR's or a negative. Now wouldn't that be the cat's meow!
Have a good one and again....thank you for the good wishes.
I'll be actively selling until the 30th of November and then I'll be RETIRED!
We have lots of trips planned around Emi's competitions in Saskatchewan and then next summer she will be training in Ottawa at the Minto Skating Club for 2 - 3 weeks and then competing there over the holiday weekend in August before we return back to Saskatchewan for another 3 week training camp closer to home.
Thank goodness our oldest daughter lives only a few miles from the rink there!
Have a good one!
Happy sales!
Susan
momoftwingles2
w~~_7.JPG "pjcdn2005"){kind=avatar}
