eBay

renfrewite · ‎08-21-2013

Hi all, I have a problem, I have a newbie buyer whom I sold an item to about 2 weeks ago. The address they have listed on paypal is not correct even though it says it's verified. The street is missing on it. The buyer has confirmed it's the wrong address. The package was shipped out light packet, so it's air mail but not tracked. Since the buyers address is wrong on the paypal site, will I have a leg to stand on if they do a claim through paypal?

inuk_the_polar_bear · ‎08-21-2013

No.

That is not the point.

Buyer has already admitted their error. I have had this sort of thing several times. They own up and make it right. Offer to refund upon return. Just the normal stuff. Buyer can re-pay shipping. They are not going to open a case, trust me.

rose-dee · ‎08-22-2013

I would just suggest that you keep paper records of any email(s) that passed between you and the buyer concerning his address so that you can scan and submit them in case the buyer has second thoughts and it does end up in a dispute. Probably unlikely, but I'd make sure my ducks were in a row in this instance.

If the buyer actually told you the address was incorrect, the item will ultimately be returned to you if it's undeliverable at the UK end, so a prompt refund is probably the best way to avoid further problems. You can ask the buyer to return the refund if the parcel does show up -- sometimes in the UK, like Canada, if there's a regular postie who is familiar with the address and knows the recipient, the postal code might be enough to get the parcel delivered eventually.

If the buyer's tone in his emails seemed friendly, you can let him know you'll re-list the item if it's returned to you if he's still interested in purchasing it (provided of course that he updates his address!).

renfrewite · ‎08-22-2013

So in any case I will be out the original shipping cost if a refund is done? That really stinks since the buyer has admitted thier error. All messages from this buyer has gone through ebay messaging. All the buyer wants to know is where is thier package, so I told him/her it's probably on it's way back to me since the address was wrong. I am going to hold off on doing anything more, unless the buyer contacts me again. Thanks for the advice.

pjcdn2005 · ‎08-22-2013

If there is no claim filed, you can try refunding just the item cost, but you still take the risk of the buyer leaving neg feedback and low DSR's.

however, I just found this... http://pages.ebay.com/help/policies/feedback-removal.html

We may remove Feedback when:

A buyer provided incorrect contact information, which caused an issue during the sale.

Note that they don't say they will remove it...just that they may remove it.

Depending on the buyer's attitude, you could suggest that you both split the shipping cost so that you won't be out the full amount.

Or...just refund and write it off as a cost of doing business.

renfrewite · ‎09-23-2013

I have an update on this case. I just heard from the buyer today, he/she still has not recieved the package, and wanted me to resend. Also they said that on Aug 1st they moved, so thier mailing address changed and it was ebay's fault it wasn't changed on paypal lol. The package was shipped on July 31st, to the old address. I wrote back to them stating that the only way I could resend the package is if the original package came back to me, and that since it hasn't yet it was doubtful it would. I also said if the package came back to me, they would have to repay me for shipping. I also told them "again" they should change thier mailing address on paypal. They can't file a claim it's too late, and no way I was going to resend it for free, for thier dumb mistake. Well I guess they didn't like what I said, even though I said it in a very nice way, and they left me negative feedback. I had forgotten they still had time to do that, really I thought the time had run out to leave feedback. Anyway since all the messages back and forth between us was done on eBay messaging, I clicked on the report buyer link. I reported that they admitted twice that thier mailing address was incorrect after thier package was already sent to them, so eBay better do the right thing and remove the feedback, or I will be ticked off that's for sure.

I have a question though about this, if I respond to the feedback they left me, can eBay still have it removed for me? I don't like the comment they left me.

vintagenorth · ‎09-23-2013

I don't think you can get a comment removed once you post a follow-up comment to it. I think you should call ebay first and ask to have their neg comment removed based on ebay policies for removal.

renfrewite · ‎09-24-2013

Is calling the only way to get feedback removed? I don't have time to sit on the phone for hours lol. Is there an email address to do this? If there is I can't find it. The help section on ebay is completely useless.

pjcdn2005 · ‎09-24-2013

You could use the report a buyer function and also phone ebay. I usually have fairly good luck and don't have to wait very long.

recped · ‎09-24-2013

@renfrewite wrote:
Is calling the only way to get feedback removed? I don't have time to sit on the phone for hours lol. Is there an email address to do this? If there is I can't find it. The help section on ebay is completely useless.

Calling after filing a report online is the best way.

Use the new "call me" feature, I used it a few weeks ago, screen said 2 minute waiting time, they actually called me in under 15 seconds.

Even just calling in I have never waited more than 1 minute. If you can get to the point in a clear manner no call to eBay should take more than a couple of minutes unless it's a really complex situation.

Contrary to what you see posted by the grumblers who are ticked off only because they didn't get what they wanted I find eBay's phone support to be mostly very good.

"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.

renfrewite · ‎09-24-2013

Ok thanks, I will call them if I get a chance tomorrow, or the next day. I sure hope they remove this feedback, since it's clearly buyer error. I suggest you all block this buyer as well, they were nothing but a problem since the start of the sale.

renfrewite · ‎10-03-2013

I finally called ebay, it took about 10 minutes wait time to talk to the first representative, and then after I told my story I was passed onto a feedback specialist, the wait time was about 5 mintues. I told them my situation, and because the proof was in ebay messaging, with the buyer admitting that thier shipping address was incorrect in paypal they removed the feedback for me. All in all it took about 30 minutes, which is a lot shorter wait time than I expected. Thanks to you all for your support in this.

renfrewite · ‎10-03-2013

Oh and one more thing, I did refund the buyer after they left negative feedback, in hopes the package will come back to me eventually. I didn't refund the shipping cost though. The reason I did this was in hopes they would remove the feedback without me going to ebay about it. I gave them about a week, I requested feedback removal from the buyer as well, and got no response from them, so that's when I decided to call ebay to get it removed myself.

Anonymous · ‎10-03-2013

You mean the buyer that gave the wrong address and still gave you the negative feedback? If so, this buyer is really a jerk to do that. This buyer needs to accept his responsbility for the mistake not to blame on the seller.

renfrewite · ‎10-07-2013

Yes this buyer changed her address twice while the package was in transit to them. I have already put the buyer on my blocked buyer list. I couldn't believe they did it either, but since ebay removed the negative feedback, I'm sure this buyer will get some kind of warning from ebay. I even gave them a chance to remove the feedback on thier own first, by sending them a feedback reversal request, but they ignored it.