Ebay dispute case

dannybwoii

hi all, i recently sold an item on ebay and sent it via first class recorded delivery on the 13.08.2009 and still have the receipt to hand. Within a few days the buyer was messaging me asking where the item was, i informed him of the day i sent it and gave him the tracking number...all the tracking number shows up is the date sent and the location of the post office. He messaged again the next day and i then told him that here was postal strikes just around that time and it may of caused a delay, i did all i could to contact the post office but it was turning up no information. Now he has opened a dispute claim against me and left me negative feedback...how do i defend my case?


thanks and sorry for the long rant

grannybiker

I'm assuming they've opened an Item Not Received dispute with Paypal?
You need to respond to the dispute and enter the tracking number where required. (I've never had to do one, so can't be more specific, sorry- someone more knowledgeable will no doubt advise you shortly, !)
As far as the feedback goes, make sure your reply (which you enter underneath the feedback they've left for you,) calmly and politely states your case. Don't do this until you're happy the case is resolved.
Good luck

NeilJung

WIth your tracking number. If you can provide one then you should win, though I think it may have to state the status as "delivered", I'm not positive. Get the number of his local sorting office and chase it up there.

If you win the Paypal dispute, you may be able to get the feedback removed, as someone on here reported that they did just yesterday.

cyberbob

Rm don't consider anything lost until 15 working days. Also RM can sometimes take a while to update there tracking on the site and with RD sometimes don't. Once it is officially lost you can claim to RM. It may get updated at some point and if so no problem just put the tracking into the Paypal claim

The buyer has I assume claimed non receipt so without online proof of delivery you will loose and have to refund

So you can either make him wait until paypal rule in his favour or refund now. If you wait a little there is a small chance the item may turn up. If you are a low volume seller that one neg could really effect your search ratings. If you sell less than 20 items a month it will have an effect. So you need to either sell lots of low value items quickly to get your feedback back up or negotiate with the buyer to withdraw it.

If you respond to his feedback to it politely or matter of fact e'g' Refund given problem with Royal mail. Nothing puts people off more than rant responses to feedback

molerat

And remember to put the plonker on your blocked bidder list.

soolin

If item does not show as delivered then you will lose the chargeback but will be able to use your receipt to reclaim item cost from RM after 15 working days.

Proof of posting, even recorded is not sufficient, only proof of delivery is accepted by paypal. This is of course the right way to go about things as you can still cover your own losses with your postal receipt but the buyer is reliant on you for a refund.

However it is still a bit early so be positive with your buyer, explain that you need them to wait a few more days but that if it doesn't arrive by say this weekend you will refund. Might as well refund yourself, through gritted teeth if necessary, than let paypal refund for you and tie you up in more problems.

dannybwoii

thanks all for the helpful responses!

i've tried to be positive with him but he was threatening negative feedback after just a few days after i sent it so i shall leave it there. I will wait another day or so and see what turns up otherwise i will just refund him myself and ask him to retract the feedback and then claim from the post office...the item is valued at £33 will i be able to claim this whole amount back?

thanks again

soolin

dannybwoii wrote: »

thanks all for the helpful responses!

i've tried to be positive with him but he was threatening negative feedback after just a few days after i sent it so i shall leave it there. I will wait another day or so and see what turns up otherwise i will just refund him myself and ask him to retract the feedback and then claim from the post office...the item is valued at £33 will i be able to claim this whole amount back?

thanks again

Standard mail is covered up to £39 of loss. The only exclusions are jewellery and items treated as cash like vouchers tickets etc.

If he was pushy about the refund and since he has already gone to dispute and left a neg I would be tempted to make him wait now until the very last moment before you refund. I treat my buyers with the same respect they show me, so a polite 'hi my item hasn't arrived' would get a very quick refund..but a dispute and a neg and a grumpy email will delay me as long as possible.

normanmark

dannybwoii wrote: »

i've tried to be positive with him but he was threatening negative feedback after just a few days after i sent it so i shall leave it there.

Report him to ebay for feedback extortion, Ebay take that very seriously.

Dan.

normanmark wrote: »

Report him to ebay for feedback extortion, Ebay take that very seriously.

I was just going to say the same thing. If you push for it, you can get it downgraded to a neutral.