eBay

2012beautystore · ‎01-30-2013

Hi,

I have a buyer contact me last week because he did not received his order. I told him that I shipped the item to the address that was provided on the Paypal transaction page. I included in my reply the address that he has provided for the transaction. Then his reply saying that he forgot to include his apartment number in the address. But, the problem is that the item has already been sent and I cannot do anything about that. So, I told him to check in his local post office if by chance they have it on hold.

Today he message me again saying that he still did not receive the item. But, it's not my fault if he did not gave me his complete address.

What can I do in this case?

Thanks

Anonymous · ‎01-30-2013

I wonder how many packages this buyer has sitting in the backroom of the PO.

Does not sound as if you did anything wrong? Ask your buyer to explain the situation through Ebays claim procedure. I'll bet Ebay gets a different set of facts than the buyer gives you.

pierrelebel · ‎01-30-2013

There are three possibilities:

- the parcel will eventually be delivered by Canada Post

- the parcel will be returned to you as undeliverable (it may take up to 4 weeks)

- the parcel will be lost or destroyed

Nothing you can do about it at this time.

"Today he message me again saying that he still did not receive the item."

My reply would be:

"I am sorry the parcel sent to you on (date) has not been received yet because the apartment number was missing from the address label. Have you contacted your local post office to inquire if parcels are held for you? Do you have other eBay purchases also undelivered since the address given by PayPal was incomplete?.Have you checked with your building superintendant if parcels are held in the office?

Please let me know as soon as you hear from your post office. In the meantime, if the parcel is returned to me rest assured it will immediately be reforwarded to you with your complete mailing address.

Thank you."

2012beautystore · ‎01-31-2013

Hi, me again......

I replied the buyer with Pierre's suggestion. In the message I ask him to check at his local post office and the apartment superintendent. I also mentioned that I will reforward the item if it gets return to me to the complete address.

Then, today, I got a new reply from the buyer. This time he is telling me that he is a visitor in the country and he will be leaving in 3 days.

What can I do now? I know that in order to receive Paypal's seller protection, I have to ship to the address provided on Paypal's transaction detail page, otherwise I'm protected. But, the problem is that even though I ship a new item to him, there is no way that it will be arrive within 3 days (since it's outside of Canada)...

pjcdn2005 · ‎01-31-2013

Sounds a bit odd that now he is leaving the country. I'm curious if he did check with the post office about his package.

I would tell him that since he won't be at that address to have the parcel forwarded, you will refund him once the postal system returns the package to you.

You didn't mention having delivery confirmation on the package so I suspect that you don't have it. If the buyer does file a claim and you can't prove that they received the package by showing delivery confirmation, you will lose the claim so in the meantime, try to keep any messages back and forth on a positive note. That might or might not help but it can't hurt.

guessfourless · ‎02-03-2013

Unfortunately pjcdn2005 is correct, if a claim is opened by the buyer they will recieve a full refund + shipping. This happened to me recently and it took almost 8 weeks for Canada Post to return the parcel back to me. Was out the $14.00 shipping and had a very unhappy buyer on my hand (eventhough they forgot their apartment number - always seems to be sellers fault!)

guessfourless · ‎02-03-2013

Also wanted to add that I doubt that the item will be destroyed! Canada Post will return it to you before that is even an option.. it's only destroyed if nobody claims the return of the parcel and there will be plenty of notices- again this has happened to me before as well!