Refunding a cust. DHL made a total balls up !!!

dblue75

I sent a package to the USA via DHL who guaranteed package would be there yest. It was time sensitive as the buyer was going away on holiday for a month as of today.

Cut a long story short...package wasn't there on time and buyer wants refund(who can blame her)

Anyway I will now have to wait until I receive the package back before refunding her through paypal. But what I want to know is

* How do I go about getting a FVF fee back from Ebay as it was over £40 they took from me(the item was over £1000)
* Do I get the FVF awarded 1st, then refund the pymt or vice versa or does it really matter what way I do this ?
* Do I send the buyer a dispute(buyer no longer wants item) wait for her to respond to it, then its credited ?

Thanks in advance.

soolin

The buyer can get a refund even before you get the item back if you have no proof of delivery. The difficulty will arise if item arrives say tomorrow and shows an attempted delivery and then the item disappears, or if delivery never shows. This is further complicated by customs and duty charges, it may mean that since the buyer would have needed to pay these charges the tracking will merely show it being in transit as it cannot even be attempted for delivery without payment being made.

soolin

I assume this is the iphone?

If so you did insure it correctly I hope?

hermum

I know this is a stupid question but you have tracked it online haven't you, just in case the buyers pulling a fast one.

theonlywayisup

I thought this may come back to haunt us. I hope you sort it. But do not refund (voluntarily) until you see some sort of evidence it is on it's way back.

medic1978

Agree with above, await receipt of your phone (check serial numbers/IMEI numbers etc) first.
Something dosen't sound right with this one....

dblue75

Yes, I have tracked it and it is the iphone. DHL tried to deliver it today and it is now back at their depot in the USA.

I have spoken to DHL and filed a complaint, they are going to refund me the cost of sending the item, also wave the fees for sending it back and any other costs involved and have admitted it was their error that it was not delivered as they had stated to me.

As for the buyer, she is away and I will not refund anything until the item is back in my possesion.

There is nothing dodgy going on. She requested the item be delivered by thursday, DHL stated they could and failed miserably. Yet another one i sent the same day to the USA not express arrived yesterday with another Ebayer.

She did tell me she would be away after that date and would not be there to take delivery of the item.

Balls up by DHL who charged a fortune in the 1st place for US Express Delivery !!!

martindow

Does DHL absolutely guarantee a delivery date? With other carriers they guarantee a date subject to customs clearance. They have no control over delays there. If delivery cannot be made within a certain time DHL will return the packet to you. Most carriers use their slowest service for this possibly by sea.

Will a PP claim succeed here if it shows on line that a delivery has been attempted?

soolin

martindow wrote: »

Does DHL absolutely guarantee a delivery date? With other carriers they guarantee a date subject to customs clearance. They have no control over delays there. If delivery cannot be made within a certain time DHL will return the packet to you. Most carriers use their slowest service for this possibly by sea.

Will a PP claim succeed here if it shows on line that a delivery has been attempted?

I woudl think a strict reading of the paypal rules suggest that the buyer would win a paypal chargeback. The criteria for a succesful defence for items over £150 is that a signature is available online for the address that paypal specify. This is not covered by 'attempted delivery' .

Therefore worst case scenario is that buyer gets a full refund and DHL lose the item on the way back.

This whole transaction still worries me as the OP is naive in making this statement in original post:

Anyway I will now have to wait until I receive the package back before refunding her through paypal.

As of course seller cannot defend a paypal claim if one is started before item is returned.

cyberbob

dblue75 wrote: »

I sent a package to the USA via DHL who guaranteed package would be there yest. It was time sensitive as the buyer was going away on holiday for a month as of today.

Cut a long story short...package wasn't there on time and buyer wants refund(who can blame her)

Anyway I will now have to wait until I receive the package back before refunding her through paypal. But what I want to know is

* How do I go about getting a FVF fee back from Ebay as it was over £40 they took from me(the item was over £1000)
* Do I get the FVF awarded 1st, then refund the pymt or vice versa or does it really matter what way I do this ?
* Do I send the buyer a dispute(buyer no longer wants item) wait for her to respond to it, then its credited ?

Thanks in advance.

soolin wrote: »

I assume this is the iphone?

If so you did insure it correctly I hope?

https://forums.moneysavingexpert.com/discussion/2613151

It was a disaster waiting to happen i'm afraid greed over took common sense

emerald_starcat

Wow, 1k for a phone? Mine cost £10. Are these people CRAZY?
Anyway I thought Apple were a US based company, wouldn't it have been cheaper for the buyer to buy it from the US?