How long would you wait before sending an email?

eyelinerprincess

Won an item on the 8th, paid on the 9th, but still haven't received it. Seller has a couple of negs for not sending items, then claiming lost in post if the price doesn't go up to her desired price (I won it at 99p, and yes, I knew it was risky with those negs, but it's only £1.99 in total, so not worth crying over).

Should I send a gentle reminder asking when the seller sent the item?

cyberbob

Yes I would just ask how they sent it as well.

Rikki

I have just had a similar problem.

I posted an item out on the 6th April and it hasn't arrived. I have offered the buyer a full refund now or if they wanted to wait a little longer that's fine by me. Hopefully receive the goods or if not they can have their money back.

I wonder if the bank holiday weekend has caused postal problems?

eyelinerprincess

I had a few items won after that that have arrived, so I doubt it. That's the first item won, and the last to arrive.

soolin

I'd have sent a polite email after around 8 or 9 days. Get that email out today and if you don't hear anything back in a few days send the same question via the paypal dispute process (not a chargeback just the dialogue)

cyril82

soolin wrote: »

I'd have sent a polite email after around 8 or 9 days. Get that email out today and if you don't hear anything back in a few days send the same question via the paypal dispute process (not a chargeback just the dialogue)

good advice from soolin, in general if it gets to a week start to chase it up, politely. If you are not satisfied after 3-5 days with the response or lack of, open the paypal dispute, but as soolin says dont go straight for the charge back allow 3-5 days for a response to the dispute then if by this time he hasn't delivered or refunded seek a chargeback.

Paypal chargebacks can take a long time to be settled so its always best to try and resolve the issue with the seller directly.

An example i had was one time a woman bought an item from me that unfortunately appeared faulty when she received it, i was a business seller and had a genuine returns policy but instead of notifying me and seeking to return the item she just launched a chargeback without contacting me. It got quite complicated as she insisted on letting paypal settle the dispute, in the end it took her a month to get a refund through paypal when if she'd contacted me she would have had a refund wthin days.

Comunication is always the best way to resolve problems, claims are best used only when comunication fails.

soolin

That's one of my pet hates, people that go straight to a paypal chargeback without giving the seller a chance to resolve anything.

cyril82

soolin wrote: »

That's one of my pet hates, people that go straight to a paypal chargeback without giving the seller a chance to resolve anything.

yea, mine too. it's also counter productive to the buyer too as it often takes longer to get a result than just simply comunicating.

Rikki

Have I offered a full refund too early? It has been 10 working days since posting.

TurkishDelight

I had exactly the same thing- won on 9th and still no sign by sat, so I contacted the seller.
They told me they will despatch it today.
No apology or explaination.

Thing is, and it's sort of a funny situation, but they're one of our semi-regular buyers on the selling account and they are hovering very near the suspension zone.... if I leave them rubbish DSR's then they'll get kicked off and we'll lose a buyer and a seller in one go.

I might just not leave feedback lol

soolin

Rikki wrote: »

Have I offered a full refund too early? It has been 10 working days since posting.

I would normally refund as early as week 2, but would always prefer to get into week 3 if possible.