eBay

musicyouneed · ‎10-13-2015

CD mailed on Sept 30, from BC to Etobicoke ON. On Oct 13, buyer who is also a seller filed a "I have not received my item" Why he didn't contact me by email instead of filing a report, oh well.

It has been 9 working days from the time I sent it. I know that Canada post states to allow 1 day per province. I was going to send him an email to wait until after Fridays mail and if it hasn't shown up by then I would refund him money. Is that what you would do? Any advice??????

mr.elmwood · ‎10-13-2015

First thing I do is say when I sent it. I answer as quick as I can. Buyers like that as it shows you are paying attention. That cools them off. Then give them the song and dance about waiting and patience.

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gemaddict · ‎10-14-2015

As mr.elmwood says, answer quickly. Though it should have arrived by now it is not unheard of. I had an order mysteriously take two weeks to get to the province next door. What I would like to point out is that now that the buyer used "I haven't received my item" you will have a defect on your account. For a seller to use that way of getting in touch with you is mean. Mind you eBay does seem to be herding people to the resolution centre, as if we don't have enough issues. As it is if everything is settled to everyone's satisfaction I would call CS and have them remove the defect. I think it's ridiculous that merely asking a certain question would warrant one..but then who can figure out eBay half the time anyway?

ricarmic · ‎10-14-2015

If it is of any use, here is a link to my thread with my "form letters" for this kind of situation, although normally it isn't folks in Canada asking, so this may be of limited use....

http://community.ebay.ca/t5/Seller-Central/I-haven-t-received-my-item-or-Item-not-received-case-the-...

vintagenorth · ‎10-14-2015

Nine days isn't unheard off from BC to Ontario, especially if you mailed it from an area outside of a major city. I live a half hour north of Toronto in a rural area and it takes an average of ten days for mail to Alberta (to another rural post office). It even takes a week for mail to my son in Peterborough and I could drive there in under two hours. Canada Post isn't known for speediness but the mail does arrive eventually.

musicyouneed · ‎10-15-2015

Hi thanks for all the advice. The buyer received the CD today. Why it took 2 weeks to go from BC to ON is a mystery.

Now since he opened a case and then closed it, do I still get a defect?

snoopwiz · ‎10-15-2015

Hi thanks for all the advice. The buyer received the CD today. Why it took 2 weeks to go from BC to ON is a mystery.

Now since he opened a case and then closed it, do I still get a defect?

You didn't mention how you shipped (other than it was mailed). Was it with tracking?

If so....

Check to see what ebays estimated delivery window was (look under order details, should be there)

If it arrived by the latest delivery date and you shipped using online tracking, be sure to load the tracking number and a phone call to ebay C/S pointing out that it was delivered, as per the on-line scan and they should remove the defect.

If, you did ship using tracking.

gemaddict · ‎10-16-2015

Your buyer didn't necessarily 'open' a case. I have talked to buyers that told me they had no idea whatsoever that a case was opened and that they only wanted to ask about their order. Unfortunately when you select contact seller there is a list of questions to choose from and one is "Item not received" , this is the one they are selecting. If I didn't now know better I would select it as well. I now have another defect to take care of for this very reason.

If you know your buyer was only asking about their order and now everything is satisfactory you don't have to have a tracking number to give eBay. You don't have to prove they received it as they have already told you they did, what you are wanting is to have an unfair defect (if there is one) removed. I have had two removed recently and I didn't use tracking. Explain to them that your buyer had only asked after their order and had no intention of opening a case.

First check your dashboard and see if there is a defect recorded under item not received. I am not sure if it shows up right away or if you will have to wait until the monthly update. If you have one then I suggest calling CS. It worked for me. I just hope it wasn't an anomaly as I want to have another removed. Good luck!

musicyouneed · ‎10-16-2015

Well, I got a defect.

I called ebay and they stated because Canada Post did not deliver it by Oct 8 2015 and the buyer opened a case, they cannot remove it. It created a bad experience for the buyer. The buyer got the item and I don't know what caused the delay with Canada Post, why should I get the defect, shouldn't Canada Post get the defect. The CSR wasn't helpful at all.

What kind of system is this? I am judged by how fast Canada post delivers, not how fast I got it in the mail. He purchased it at 11 am and it was at the post office at 3 the same day. Canada Post delivery times are out of my control.

gemaddict · ‎10-17-2015

@musicyouneed wrote:
Well, I got a defect.

I called ebay and they stated because Canada Post did not deliver it by Oct 8 2015 and the buyer opened a case, they cannot remove it. It created a bad experience for the buyer. The buyer got the item and I don't know what caused the delay with Canada Post, why should I get the defect, shouldn't Canada Post get the defect. The CSR wasn't helpful at all.

What kind of system is this? I am judged by how fast Canada post delivers, not how fast I got it in the mail. He purchased it at 11 am and it was at the post office at 3 the same day. Canada Post delivery times are out of my control.

I'm sorry calling CS didn't work for you. It sounds to me that the buyer knowingly opened a case which is why you were given the defect. Is it fair? Heck no! It is very scary to know that every time this happens it will result in a defect. How eBay expects sellers to have any control over how long CP takes to deliver the mail boggles the mind. As for international shipping we not only have to take responsibility for the postal service but the customs as well!! To have a fellow seller do this to you is disheartening. They don't happen to sell the same items as you do they? If so then I would be suspect of their motives for opening the case in the first place.

I have not called to try to get the latest defect removed from my account and even though they have for me in the past it sounds like they might not do it anymore. I do believe that if eBay ends up sticking to their plan to rate sellers mainly on delivery dates they will see a lot of us gone. I'm already resigned to the fact that I may not even last til the end of the year. I have had four very late deliveries and one no show in the last six weeks.

dmil8030 · ‎10-17-2015

Hello 'musicyouneed',

<<What kind of system is this?>>

Just about the dumbest system ebay has come out with. After you have had a day or two to recover from this

indignation, -- why not call ebay back and try again?

Ebay can remove defects. Perhaps you only need to find the 'right' phone attendant. If ebay's position is,

"because Canada Post did not deliver it by Oct 8 2015 ... It created a bad experience for the buyer", not only is that

a monstrous presupposition but it is clearly contradicted by the email you will have from the buyer claiming he is

happy with his item (and by extension the whole experience), and perhaps his positive feedback as well.

If you choose to call ebay again, and I think you have nothing to lose by trying, you might want to refrain from recounting

what the previous attendant said. They'll have a record of the call anyway, but if the attendant mentions it you can

simply explain that the other person had such difficulty understanding you that it became apparent you would need to

call back later.

Very sweetly reiterate that the buyer had only ever intended to ask about the item and had no desire to inadvertently

open a case merely by clicking on one of the limited options. An inquiry relating to the whereabouts of an item is

not synonymous with a fervent wish to demand a refund for a missing item. Not the same at all.

That 'defect' thing, in conjunction with the misleading selection of 'offerings' when wishing to Ask a question of the

seller, is a stinking rotten system that was poorly designed and should never have been implemented.

Do what you can to try to fix up the messes it leaves.

Best of luck.

mcrlmn · ‎10-18-2015

Just a thought...

When I started selling last December I selected 'Canada Post Lettermail (2 to 6 business days)'.

In the first 3 months I received 3 Item not received claims, and 1 attempt of the same by a non-payment claim buyer via messaging.

Perhaps I was more vulnerable with a lower feedback score at the time... Who knows?

As a hobby, not a livelihood, the fun was diminishing with each INR.

I notice your listings state '3-7 business days'.

Like yourself, I advertise and ship the same day.

I had concerns of how genuine the claims were, as I feel it is very rare mail is lost if addressed properly.

I tweaked the listings to show 'Economy Shipping 2-16 business days' and haven't had any issues since March.

Knock on wood!

musicyouneed · ‎10-18-2015

Thanks mccrimn, I'm going to try that. I still am going to ship the same day but put it as a 2 day handling and change it to economy as it says 1-15 days. Hopefully that will solve any issues in the future.

musicyouneed · ‎11-06-2015

Update, well I checked my

New seller performance standards

and sure enough I have 1 mark against me for this transaction. The buyer is a seller with over 1500 feedback, in fact he has the CD on sale he bought from me. I checked his listings for CD's and sure enough he has them as economy shipping 1 to 15 days. I have blocked him.

Now when I called ebay today, they said that only transactions that occur in the previous 90 days would be counted and that this one shows only as a preview. Only transactions that occur Nov to Feb would count and show in Feb.

Is that true????

pjcdn2005 · ‎11-06-2015

Update, well I checked my

New seller performance standards

and sure enough I have 1 mark against me for this transaction

You're saying that this transaction is showing as a late shipment...right? I know that the uploaded tracking rate was always based on 3 months so it does like the shipping time metric is the same although I don't know that for a fact.