ebay buyer says purchase not arrived

jsg123

Hi, I sold some goods on ebay last week and posted all 10 of them last MOnday at the post office. I got a certifiacte for posting for them. (all on the same sheet) One of the buyers has sent me an email today saying that they have not recieved their package. This hasn't happened to me before. What do you normally do? Do I send the receipt to the buyer (I have put this on my notes in ebay) or do I make the claim? How easy is it to make the claim? Any advice would be gratefully received. Also how do I know if it really hasn;t arrived and they are just trying it on? (They haven't got 100% feedback) I don't want them leaving me negative feedback when I have got 100% and work hard to keep this!
Thanks

ArmitageShanks

It will almost certainly turn up. You can't even make a claim till the 15th day. As polite as you can tell them to hold their horses.

If you've got a scanner, scan a copy of pop and email it to them- always handy to get buyers on side.

What postage service did you send it?

jsg123

Hi thanks for the quick reply! I sent it first class at the post office. I'll send them an email now saying I'll scan the receipt in at work tomorrow so they can see I'm telling the truth!

me4bargains

jsg123 wrote: »

Hi, I sold some goods on ebay last week and posted all 10 of them last MOnday at the post office. I got a certifiacte for posting for them. (all on the same sheet) One of the buyers has sent me an email today saying that they have not recieved their package. This hasn't happened to me before. What do you normally do? Do I send the receipt to the buyer (I have put this on my notes in ebay) or do I make the claim? How easy is it to make the claim? Any advice would be gratefully received. Also how do I know if it really hasn;t arrived and they are just trying it on? (They haven't got 100% feedback) I don't want them leaving me negative feedback when I have got 100% and work hard to keep this!
Thanks

Unless you sent it by recorded delivery your stuffed.
The buyer will put in a claim and you will lose if you don't have a tracking number.
I have learnt the hard way.
That's why I have a chuckle at the T & Cs of some buyers who try to relenquish respinsibilty for lost items- I'm afraid the onus is with the seller.
I saw one auction today where the seller stated that if the parcel went mising the buyer would have to wait up to 16 weeks for a refund.:rolleyes:

ArmitageShanks

Even first class has delays. Just say something along the lines of 'it will more than likely turn up, but of course it it transpires that it doesn't we'll happily refund or send a replacement'.

You're cover up to £36 with 1st Class.

ArmitageShanks

me4bargains wrote: »

Unless you sent it by recorded delivery your stuffed.
The buyer will put in a claim and you will lose if you don't have a tracking number.
I have learnt the hard way.
That's why I have a chuckle at the T & Cs of some buyers who try to relenquish respinsibilty for lost items- I'm afraid the onus is with the seller.
I saw one auction today where the seller stated that if the parcel went mising the buyer would have to wait up to 16 weeks for a refund.:rolleyes:

Same insurance level weather it's recorded or not. If buyers want to be dishonest it's up to them. The signature success rate isn't to great on recorded either.....

Hence, purely from a business perspective 72p extra can't be justified. To me in anyway.

me4bargains

ArmitageShanks wrote: »

Same insurance level weather it's recorded or not. If buyers want to be dishonest it's up to them. The signature success rate isn't to great on recorded either.....

Hence, purely from a business perspective 72p extra can't be justified. To me in anyway.

I think you'll find Paypal beg to differ.
I always send my goods by recorded delivery and since then I have never had a 'missing in the post scenario'.
I think the piece of mind is worth it for the extra 72p.
If you try and stall your buyer you may find they put a claim in regardless and you'll get a neg.
Sorry but right now Ebay is all about the buyer not the seller so I have absorbed that and am taking no chances.
But that's just me.

pinkshoes

Wait 15 days, then if it still hasn't arrived, refund the buyer, then claim the cost back from Royal Mail. It wasn't an expensive item was it?

ArmitageShanks

me4bargains wrote: »

I think you'll find Paypal beg to differ.
I always send my goods by recorded delivery and since then I have never had a 'missing in the post scenario'.
I think the piece of mind is worth it for the extra 72p.
If you try and stall your buyer you may find they put a claim in regardless and you'll get a neg.
Sorry but right now Ebay is all about the buyer not the seller so I have absorbed that and am taking no chances.
But that's just me.

In something like 2500 ebay sales we've only ever had 1 buyer file a non receipt claim with paypal (and that was a week after they messages us saying if we hadn't sent it could they have a refund as they didn't need it now- we'd already sent it).

Personally I think it comes down to how you manage 'situations'.

But I certainly don't mind everyone having such a strong affiliation with recorded.....good for business.

madtrekker

If it's too big to have gone through the letterbox and they're normally out during the day, get them to check at their local delivery office in case it's being held there. My work sends out over 100 parcels a week. We do get the odd "my parcel's gone missing" email but I'd say 90% of the "missing" parcels come back to us as uncollected from the delivery office. Although the postman/women should leave a card, it would appear that often they don't / it goes missing.

soolin

ArmitageShanks wrote: »

But I certainly don't mind everyone having such a strong affiliation with recorded.....good for business.

Tsk Tsk Armitage, I've told you before that is *my* cunning plan...if all my competitors up their prices by 72p I am going to make a killing on my sales :money:

I disagree with some of the responses so far I'm afraid, there is no way I would be expecting a buyer to wait 3 weeks before even considering a refund..you'll have a paypal claim slammed in long before then if you are not careful. However, a week is too early so email the buyer politely and ask them to wait another week and just say it is probably just caught somewhere in the system, you could even ask them to try their local sorting office to see if the item is there and a card not left for it.

After a couple of weeks, or when the buyer starts to sound like they ae heading for a chargeback refund them in full. After 15 working days you can then start your own claim with the Royal mail and the usual form is that you will get back item cost plus the actual postage paid. So hopefully your postage charge to the buyer was accurate otherwise you will lose out.

As for using recorded one thing I would say is that it is worthless if the item is not signed for, and every single item I sent recorded in October failed to show as delivered although I know for certain that they have actually all been received.