What GIVES, this buyer put a dispute with paypal because he didn't receive.

[cottonwoodindustries]

I mailed an order to France, Jan 7, emailed the customer to say they should receive their item AROUND Jan 19, well it is the 19th and BOOM he filed a dispute, because it wasn't there on the 19th.

I do not need this!

What is the kicker he is a seller, I guess all his orders get there on time, sheeesh!!

It will be the last time he ever buys from me, I do not need this stress......

Thanks for letting me vent, I feel much better now 🙂

[recped]

Next time....wiggle room and spell it out....

I know what around Jan 19th means but buyers interpret it as Jan 19th.

Better off to say "normal delivery is 2 weeks" or something a little more emphatically non-specific.

Is it just at the dispute stage? Hopefully it will show up in the next few days and they will withdraw

[cottonwoodindustries]

The date I gave them was only 2 days shy of 2 weeks.

I usually say 2 1/2 weeks but for some reason I wasn't thinking that day, OH WELL!

[faerywishes]

Maybe remind him it could be held up in customs and the date you provided didn't allow for a delay in customs.

I've had packages arrive in France in 5 days. Normally to Europe it's a lot faster than Canada or US. And now with Small Parcel Air being cheaper than Light Packet They are going to expect the same as our US buyers. Cheap & Fast...

I don't think they can escalate the claim yet and hopefully they will have it soon.

Colleen

[itrecovery]

Was it small packet parcel? Show tracking or copy of the label with mailing date on it.
Also dispute allow 7 days to respond, so you can but some time by waiting till last day and submit response then, so it will take another week to review your entry... If byer is decent dispute will be closed on goods arrival.

[cottonwoodindustries]

I sell to France all the time, I have had packages arrive there in 3 days, it just seems sellers expect more than buyers.

Also dispute allow 7 days to respond, so you can but some time by waiting till last day and submit response then, so it will take another week to review your entry...

Thanks for the tip, I hate having disputes hanging around, so I respond right away, maybe next time I will relax and back off a little. And don't jump on it right away, and who knows it might be delivered today.

I have only lost one shipment and it was to France.

[faerywishes]

Disputes can be opened after 7 days for non received items. They can dispute up to 45 days after the payment paid date.

You and the buyer have 20 days to resolve a claim through PayPal. They can also escalate the claim within the 20 days and then PayPal steps in and further info may be needed. You do have to respond in the time frame or it will probably be closed in the buyers favor.

So waiting 7 days to respond doesn't make a difference. I feel it is always best to respond right away, giving the buyer the impression that I am willing to work with them to resolve the claim. I feel it makes for a happier buyer. Your communication DSR may suffer because you took so long to respond.

If the claim hasn't been escalated by the 20th day it will automatically close.

Colleen

[cottonwoodindustries]

Thanks Colleen, I usually respond right away, which is exactly what I did.

[faerywishes]

You're welcome. I think that is always the best way to take care of your buyer. I sure hope it works out OK for you.

Colleen

[itrecovery]

Talking to buyer and typing something in dispute console is two different things. I didn't suggest to hide from the buyer for a week...

[cottonwoodindustries]

I hope that was not what people thought, because I did not.

[faerywishes]

I didn't think that at all.

I was also looking at it from a buyer's perspective. When I have to open a claim and the seller doesn't respond for a week and I can still see they are BAU, it does set up a red flag for me.

But waiting to respond will not extend the claim time frame, what it can do is tick a buyer off further and escalate it.

I find if a seller responds right away I am much more willing to work with someone. If they haven't responded at all in 72 hours I will then escalate.

But also keep in mind I don't open a claim until it is near the 45 day time frame and have typically tried to contact the seller see when it was shipped and let them know I haven't received the package.

[wesycool]

I don't like international buyers like Italy, France, China, etc. They keep saying that they didn't receive the item and then open disputes.

Now, what I do is I force them to pay either registered or Xpresspost to those countries just for the tracking. I get less of those buyers but that is fine because my target market is North America. 😃

[craftycatsattic]

I tell all my US buyers that the average shipping time is 8-10 business days but to please allow up to 3 weeks as items can get held up at customs. For international shipments, I tell them that most items arrive within 1-3 weeks but to please allow up to 6 weeks. In my experience that generous time period pretty much covers 98% of what I send out. I would never give my customers a 2 week time frame and if their items do arrive earlier, they are pleasantly surprised!