Item not received

*Vikki*

I have now had this email from her.
Hello again
There is a package at my post office that has not been delivered due to the postage not being paid in full. as i am waiting on no other package i can only assume that this is the clinique set. I can pay £2.44 and have it delivered, or it will be returned to sender. To be honest I feel like letting it be returned. I paid for this exactly a month ago (including £3 postage)
As a customer I am very dissapointed, not so much about the package getting caught in the post office, i know these things happen - but by the unconcerned response
i dont know what else to suggest to resolve this...


I don't understand, why would it ask for more postage? I am heart that she thinks I am unconcerned I really am things like this really stress me out on ebay.

cyberbob

I am heart that she thinks I am unconcerned

Because you have taken so long to sort this out . You asked about this on the 28th and you had sent on the 4th Dec and you've still not refunded 5 days after she told you it hadn't arrived :eek: It may not be your parcel but if it is and postage was underpaid you also get charged an admin fee. I'm amazed your customer has been so patient I would be really !!!!ed off and would have opened a dispute weeks ago

soolin

*Vikki* wrote: »

I have now had this email from her.
Hello again
There is a package at my post office that has not been delivered due to the postage not being paid in full. as i am waiting on no other package i can only assume that this is the clinique set. I can pay £2.44 and have it delivered, or it will be returned to sender. To be honest I feel like letting it be returned. I paid for this exactly a month ago (including £3 postage)
As a customer I am very dissapointed, not so much about the package getting caught in the post office, i know these things happen - but by the unconcerned response
i dont know what else to suggest to resolve this...


I don't understand, why would it ask for more postage? I am heart that she thinks I am unconcerned I really am things like this really stress me out on ebay.

I wonder if this is the clue, you say you lose a lot of post, and now a buyer is being asked to pay more for postage. How do you pay your postage and how good is your post office?

It sound slike you may be having underpaid postage issues, either your post office is allowing packages to go as large letters or they are just using dodgy scales.

You've faffed about this now for quite a while so you now have two alternatives but whatever you do do it today, don't waste any more time.
1) Tell the buyer to refuse the parcel and refund her in full with abject apologies for the mix up. Refund TODAY.
b) Send the buyer £2.44 for the postage as a refund from the original payment and again apologise. That has the advantage that if it does happen not to be your parcel she needs to collect then you have less to refund for the loss, do not send it as a new payment.

Normally I would ask buyers to collect the item first and scan the yellow payment slip across before I refunded them, but you have dallied a bit too long over this and I think you will hit problems unless you sort out your buyer and make them happy.

*Vikki*

Thank you, she did contact me x mas eve so In my view was lucky to even get a reply! Why wait 3 weeks to contact me to say it hasn't arrived? I could have been away for x mas. Plus how do I know that she's not lying? Thats its another package, I will never know. She could have the item for all I know. But yet again the seller looses out. Having to refund again!

Why is paypal saying this now to me? I can't refund her for some reason?
Review and process refund
Your refund must not exceed your available balance. If you have funds in another currency balance, you may want to consider transferring funds from other currency balances.

*Vikki*

As pp is so cr** I have sent her the money via a gift.

soolin

*Vikki* wrote: »

As pp is so cr** I have sent her the money via a gift.

Oh dear, by delaying this and not understanding paypal you may have made things worse as the original payment remains available to be chargebacked, you just had to get money into your paypal account to cover it.

I would strongly suggest you hang abut these boards for a while and work out how it all works in practice, rather than theory , as many of the problems can be avoided with a bit of knowledge.

cyberbob

*Vikki* wrote: »

As pp is so cr** I have sent her the money via a gift.

She could now claim item not received and win so get the money twice as you have not refunded her technically.:eek:

To refund you go to details on the original transaction at the bottom of the page there is an option to refund. Too late now but she sounds reasonably honest so hopefully it will be ok

victoriajayne1987

*Vikki* wrote: »

Why wait 3 weeks to contact me to say it hasn't arrived?

because people are quite tolerable and understand that post can sometimes be delayed, especially in december. ive had letters delivered that were sent the start of the month and didnt reach me until xmas week. i think you are lucky to have a buyer who was so tolerable and didnt pester after a few days to be honest!! plus 3 weeks is the time royal mail state to allow for post to reach its destination before claiming it as lost

*Vikki*

okay, some lessons learned. I got to learn more as you guys have said. The first being how do I add money to my paypal account?

soolin

*Vikki* wrote: »

okay, some lessons learned. I got to learn more as you guys have said. The first being how do I add money to my paypal account?

Either upload from your nominated bank account (takes about a week), or to do it immediately get a friend to send you money from their account, use that to refund and then when you get more funds back into your account just refund your friend. That means neither of you pay fees for the 'loan'.

Once when I was desperate I even out something up on a BIN that I knew would sell, and used those funds to repay the buyer whose item had broken en route.