eBay

nightclaw-x · ‎01-13-2017

I'm a seller from another country and I sold an item which was estimated to arrive late Dec-early Jan yet my buyer still has not received it. Last known tracking states that it arrived in Canada just before Christmas.

Upon checking, I find that shipping is delayed to the weather but my buyer is upset and wants a refund. I messaged the buyer about the reason it is delayed and am currently waiting for the buyer to respond. Hopefully my buyer will be understanding...

But why is there no announcement by ebay? Will I be covered under seller protection?

i.am.vivian · ‎01-13-2017

@mjwl2006 wrote:
I do think we need clarification as to the expectations from eBay about this.

For the moment I would be pleased if some of these assertions were supported by links. I have never seen that "7 days or else" policy. All I could find was this bit on ebay.CA that says if there is tracking and buyer files a claim eBay will ask buyer to wait. I'd like to have a link to that 7-day thing:

http://pages.ebay.ca/help/sell/item-not-received.html

kitschnvintage · ‎01-13-2017

this is the best I can do for the link: I found it by doing a basic INR search in the ebay help pages

http://ocsnext.ebay.ca/ocs/sr?searchstring=inr

brings up this page:

then click on the yellow and you get this page:

kitschnvintage · ‎01-13-2017

Someone in ebay-land needs to go through all of their help pages and condense them ... there are too many links to too many differing pieces of information 😞

i.am.vivian · ‎01-13-2017

@themodernowl wrote:
Someone in ebay-land needs to go through all of their help pages and condense them ... there are too many links to too many differing pieces of information 😞

Amen! Thanks for gathering all that up & posting. I see where you got it now and you're right, there it is but when we scroll down to the policy pages where we can access a real shareable link, none of those pages has the 7-day mention, not that I can see (which doesn't always mean a thing is not there).

To find policies I have this bookmarked

http://pages.ebay.ca/help/index/A.html

nightclaw-x · ‎01-14-2017

Thank you all for your response. Much appreciated 🙂

The buyer has replied despite understanding that shipment is delayed because of the weather hence service disruptions but because it's not "within my shipping time frame", she is still insisting on a refund.

@themodernowl wrote:
I am thinking you will have to refund the buyer but tell them that when the item does arrive you will send them an invoice through PayPal so they can repay you.

Based on the replies from the buyer, I don't think the buyer will pay after receiving it.

@themodernowl wrote:
Where does the tracking show the item is? Does it still show sitting in customs or is there tracking after that?

Item dispatched out VANCOUVER PACIFIC PROCESSING CENTRE

No further tracking after that.

@dutchman48 wrote:
If you sent it registered mail. you have to contact your post office to put a trace on the item as there is no viewable tracking in Canada until delivered.

I have done so. Automated response says "will respond within 2 business days" and it's Saturday now....Great.

Wasn't there an option to escalate the claim and let ebay decide? Where did that option go?

Now it's just reply, add tracking or refund.

pjcdn2005 · ‎01-14-2017

@dutchman48 wrote:
I listened.

Apparently if you read the US boards, Ebay has a lot of unwritten polices, call policies guidelines, are all open to interpretation depending on what the buyer wants.

And, they change constantly - the one about buyers setting up new ID's to circumvent seller blocks and having Ebay's blessing is absolutely ridiculous.

Yes I read that thread too. It floored me when I read what the rep said.

i.am.vivian · ‎01-14-2017

@pjcdn2005 wrote:
Yes I read that thread too. It floored me when I read what the rep said.

Any chance of you sharing the link? Not that I want to be floored but you have piqued my curiosity. 🙂

pjcdn2005 · ‎01-14-2017

http://community.ebay.com/t5/Selling/I-can-t-believe-the-injustice-ebay-just-did-to-me/td-p/26435957

It is a long thread and I didn't read all of it. Here is the short version.... Basically the seller had blocked a buyer. The buyer then used his wife's id to buy the item and the seller called eBay about it. They confirmed that both buyers were at the same address and apparently they told him to cancel and refund which he did. The buyer then left the seller negative feedback and the seller was unable to get it removed even though the buyer broke policy.

Eventually it was removed but before it was removed an eBay rep posted(post 47) saying in that circumstance they preferred the seller to follow through with the sale because there was no proof that the buyer was being malicious by circumventing the block..,,, they might have just really wanted the item. However, if the buyer then gave a negative or a defect was given, eBay would then look into it to see if the feedback or defect could be removed. The rep backtracked a bit in post 62 and must have gotten the neg removed but imo the seller should not have had to go to so much trouble to get it removed. The blocked buyer rules don't seem to be as clear as most of us think they are.

momcqueen · ‎01-14-2017

Wow. What a terrible experience for the seller.

i.am.vivian · ‎01-14-2017

Thank you, pjcdn, for locating and posting the link. Wow is right.

The written policy is very clear. Unequivocal and unmistakable. It just looks to me like the written policy is being shoved aside in the interest of wringing every last dollar they can get out of people. I shouldn't read things that make me annoyed at the world and it serves me right for looking. You are so right, there's no way that seller should have gone through all that when the buyer so very clearly violated eBay policy. The buyer violated eBay policy and for that reason should not have been permitted to leave their stain on someone who was following both the rules and eBay's CS instructions. All because 'the buyer might simply want the item that bad'? Get real!

When my eyes are up for all that endless scrolling down that tiny skinny column, I'm going to see how the whole thing ended up.

momcqueen · ‎01-14-2017

"All because 'the buyer might simply want the item that bad'? Get real!"

That's how I felt about it too. I read a few pages of the original thread and then had to call it quits. I'll go back to it later when my blood pressure can withstand the onslaught.

Not being allowed to get what you want when you misbehave as a buyer is the consequence of misbehaving as a buyer. I cannot fathom anyone at ebay would suggest the buyer be rewarded for even worse behaviour by being allowed to get what they want. And then the rest of what the seller had to endure to get that negative feedback removed, you'd think it should be a no-brainer.

It's exactly this sort of flagrant disrespect for the realities that sellers face that makes me question the very reason I remain a seller on the site. This example is simply that awful. Shudder.

momcqueen · ‎01-17-2017

Now featured on http://www.ecommercebytes.com/C/abblog/blog.pl?/pl/2017/1/1484708844.html

nightclaw-x · ‎01-18-2017

Update: I lost the case. No item, no shipping cost returned, no money. Why? Because ebay has no confirmation that the item was delivered to the buyer due to Canada Post no longer providing tracking for international shipments.

Guess I should ban shipping to Canada... Please thank Olivia Herbert 🙂

momcqueen · ‎01-18-2017

I'm sorry to hear that. Did you speak to Customer Service at any point, or was the case closed in favor of the buyer by bots? It may be with appealing.

momcqueen · ‎01-18-2017

I don't understand these two statements, however. "...Canada Post no longer providing tracking for international shipments. Guess I should ban shipping to Canada... Please thank Olivia Herbert." Can you please explain what you meant?

i.am.vivian · ‎01-18-2017

@nightclaw-x wrote:
Update: I lost the case. No item, no shipping cost returned, no money. Why? Because ebay has no confirmation that the item was delivered to the buyer due to Canada Post no longer providing tracking for international shipments.

What do you see when you enter the tracking number here,

https://www.canadapost.ca/cpotools/apps/track/personal/findByTrackNumber?execution=e1s1

?

ypdc_dennis · ‎01-18-2017

@nightclaw-x wrote:
... due to Canada Post no longer providing tracking for international shipments.

Since when?

If sent light packet or small packet -- those international CP services have never had tracking.

-..-

i.am.vivian · ‎01-18-2017

@ypdc_dennis wrote:

If sent light packet or small packet -- those international CP services have never had tracking.

I'm not sure if Malaysia Post has "light packet" or "small packet" specifically. Whatever service the OP used it tracked the item as far as Vancouver where it apparently stopped.

I was wondering what the tracking number showed in the CP link because sometimes a number reveals more details when the parcel gets into the receiving country when used on that country's postal link. I thought if it was held up in Canadian customs, or just sitting at the sorting depot, the tracking number on CP would indicate SOMEthing now that the item is in Canada.

nightclaw-x · ‎01-24-2017

@mjwl2006 wrote:
I'm sorry to hear that. Did you speak to Customer Service at any point, or was the case closed in favor of the buyer by bots? It may be with appealing.

@ mjwl2006 wrote:

I don't understand these two statements, however. "...Canada Post no longer providing tracking for international shipments. Guess I should ban shipping to Canada... Please thank Olivia Herbert." Can you please explain what you meant?

I have spoken to Customer Service and they accepted the news report I shared in my first post regarding the delay. I also included the report number in the case but they cannot confirm that the buyer has received the item because it can't be tracked(see pic below). I guess that's why it was closed in the buyer's favour.

**************************************************

@nightclaw-x wrote:
Update: I lost the case. No item, no shipping cost returned, no money. Why? Because ebay has no confirmation that the item was delivered to the buyer due to Canada Post no longer providing tracking for international shipments.

What do you see when you enter the tracking number here,

https://www.canadapost.ca/cpotools/apps/track/personal/findByTrackNumber?execution=e1s1

?

@ypdc_dennis wrote:

@nightclaw-x wrote:

... due to Canada Post no longer providing tracking for international shipments.

Since when?

If sent light packet or small packet -- those international CP services have never had tracking.

-..-

Since 20th August 2015. See this link: Canada Post's Facebook

I didn't know this, I haven't been selling on ebay for over a year 😞