Help Needed! Ebay Buyer + Post Office Problems!

lawlorlane

Hi,

I have been selling on Ebay for many years and have never had a problem regarding postage and not sure how to handle this one or where I stand etc.....So any help would be great!

I sold a dress for £17.XX last thursday, seller paid friday evening, I posted on Monday. I have 2 working day delivery on all my items. I sent item 2nd class recorded which can be 3+ days for delivery. Buyer messaged me on thursday morning saying -

I am worried my dress has not been delivered yet, have you a posting date please. now 6 days. (NOTE - THIS WAS WHEN ITEM SOLD, NOT PAID FOR OR SENT!!)
regards from BUYER .

I gave her all the info, including tracking number so she could see for herself it was still 'in royal mails network' and posted on correct date aswell as letting her know it may be delayed etc... She has messaged me again today, twice...1st one saying -

Hi SELLER
no use checking that number unless it's been delivered...
I will report it to ebay if I don't get it, as thats more money than I like to pay for any dress.
BUYER

I did not see this until this evening so never had a chance to reply but also got this a few hours after (going by my emails) -

the post has just been and no sign of it,
my postmen all know me and said theres nothing, I also got a parcel delivery from Royal mail
have you a photo of the receipt please, it's easy to do. not the red one, the cash receipt with the postcode on it,,,
regards from BUYER

I was angry at this point as I feel she is accusing me of something and being slightly impatient. I have the reciept and got it out to take a photo, even tho I think its an unreasonable request at this point, id rather get matters sorted quickly and keep my buyers happy. However, as I was taking the pic I thought I should double check the address and it appears the postcode 1st digit is wrong, instead of an S63 XXX Its H63 XXX. Now im not sure what happens to the parcel? Im almost certain I put the right poscode as I sent several parcels that same day and double checked them all as always. So I assume the Post office clerk has entered the wrong letter. I will phone Royal Mail in the morning to check what happens and how I deal with it and have replied to the buyer to let them know but not sure what else I can do in the meantime.
Is it me or is the seller being very demanding and accusing? Im pretty sure her Postie cant confirm if there is or will be any parcels waiting for her in the depot as if there was he would have delievred!? Reporting to Ebay is fine by me but I feel this is an accusation and slightly unreasonable considering I only sent on monday, tho I am aware of the problem now She wasnt at the time of saying that. Its put me off selling now I think as im too honest for my own good and this made me feel like I was guilty even tho Im not!!! If that makes sense! I cant sleep as its playing on my mind so was hoping for someone to tell me if I am wrong in my way of thinking!?

Sorry for the rant and Thanks!!

luvvlyjubbly

its all a bit early days.....she sounds like a worried buyer whos spent more than she normally does and is just fretting.
If you have put the wrong postcode on, it should eventually be returned, but you may have to refund the buyer before then.

Just one niggle.....and probs its this site making me cynical....but....to ask for the receipt, is making me wonder, has she got the item, but maybe has not had to sign for it, thus showing as not being delivered....yet notices you have put wrong postcode and is trying to pull a fast one.
I kinda think she is just more a worried buyer though

custardy

lawlorlane wrote: »

Hi,

I have been selling on Ebay for many years and have never had a problem regarding postage and not sure how to handle this one or where I stand etc.....So any help would be great!

I sold a dress for £17.XX last thursday, seller paid friday evening, I posted on Monday. I have 2 working day delivery on all my items. I sent item 2nd class recorded which can be 3+ days for delivery. Buyer messaged me on thursday morning saying -

I am worried my dress has not been delivered yet, have you a posting date please. now 6 days. (NOTE - THIS WAS WHEN ITEM SOLD, NOT PAID FOR OR SENT!!)
regards from BUYER .

I gave her all the info, including tracking number so she could see for herself it was still 'in royal mails network' and posted on correct date aswell as letting her know it may be delayed etc... She has messaged me again today, twice...1st one saying -

Hi SELLER
no use checking that number unless it's been delivered...
I will report it to ebay if I don't get it, as thats more money than I like to pay for any dress.
BUYER

I did not see this until this evening so never had a chance to reply but also got this a few hours after (going by my emails) -

the post has just been and no sign of it,
my postmen all know me and said theres nothing, I also got a parcel delivery from Royal mail
have you a photo of the receipt please, it's easy to do. not the red one, the cash receipt with the postcode on it,,,
regards from BUYER

I was angry at this point as I feel she is accusing me of something and being slightly impatient. I have the reciept and got it out to take a photo, even tho I think its an unreasonable request at this point, id rather get matters sorted quickly and keep my buyers happy. However, as I was taking the pic I thought I should double check the address and it appears the postcode 1st digit is wrong, instead of an S63 XXX Its H63 XXX. Now im not sure what happens to the parcel? Im almost certain I put the right poscode as I sent several parcels that same day and double checked them all as always. So I assume the Post office clerk has entered the wrong letter. I will phone Royal Mail in the morning to check what happens and how I deal with it and have replied to the buyer to let them know but not sure what else I can do in the meantime.
Is it me or is the seller being very demanding and accusing? Im pretty sure her Postie cant confirm if there is or will be any parcels waiting for her in the depot as if there was he would have delievred!? Reporting to Ebay is fine by me but I feel this is an accusation and slightly unreasonable considering I only sent on monday, tho I am aware of the problem now She wasnt at the time of saying that. Its put me off selling now I think as im too honest for my own good and this made me feel like I was guilty even tho Im not!!! If that makes sense! I cant sleep as its playing on my mind so was hoping for someone to tell me if I am wrong in my way of thinking!?

Sorry for the rant and Thanks!!

the package wuld have went to an H postcode area 1st
then would have been redirectd to the S postcode area
this can easily add a couple of days

lawlorlane

luvvlyjubbly wrote: »

its all a bit early days.....she sounds like a worried buyer whos spent more than she normally does and is just fretting.
If you have put the wrong postcode on, it should eventually be returned, but you may have to refund the buyer before then.

Just one niggle.....and probs its this site making me cynical....but....to ask for the receipt, is making me wonder, has she got the item, but maybe has not had to sign for it, thus showing as not being delivered....yet notices you have put wrong postcode and is trying to pull a fast one.
I kinda think she is just more a worried buyer though

Im thinking she is a worried buyer too but as she is also a seller I was finding it hard to understand her impatience and the ''I will report it to Ebay'' considering this could have actually been a delay in the Royal Mail system! I would never speak to a seller like that if they were doing there best to help me nor would I enquire about anything til maybe a week late, tho I understand everyone is different. I am going to call them in 15 mins to find out if they know where the Parcel is. After reading some of the horror stories on here about buyers/sellers its easy to think/expect the worst, maybe she has read them too, lol!? Thanks for your reply!

lawlorlane

custardy wrote: »

the package wuld have went to an H postcode area 1st
then would have been redirectd to the S postcode area
this can easily add a couple of days

Yes, I read this somewhere after posting but couldnt see where the 'H' sorting office would be or find it on google, may have been that I was tired and not looking properly. I wasnt sure if the parcels were sorted by the hand written postcode or the' Recorded signed for' barcode. As I know the barcode would def be wrong as it is on reciept so it would def be sent to the wrong sorting office, if done by hand written im pretty (of curse not 100%) certain I wrote the correct postcode so should have gone there!? Anyone know what it means on the receipt for adress validated? Does this mean if the address is on the system or if the clerk has not validated it? As ALL my 8 reciepts from that day have N after address validated! Thanks for the reply custardy

lawlorlane

Have just spoke to Royal Mail and it hey have said if the correct postcode is on the parcel then it may just be delayed in the system somewhere and I will need to wait 2 weeks before filing a missing parcel claim. If the postcode was wrong then it will be re-directed back to me if my details are on the back....which they are! But this can ake a couple of weeks. I will email the buyer to explain, but what happens if she goes for a refund via Paypal. I wont be happy to refund in case the Parcel does end up being delivered as I will have lost out twice. Dont get me wrong, i have no problem refunding after I can make a claim or get the item back but will Paypal refund anyway if she makes a claim or will they say to wait til the Royal Mail claim date so I can at least guarentee a chance of my money back!? TIA

soolin

In some areas, like mine in London for instance the recorded message online will never update to show that the item has been received. so worse case scenario is thta buyer gets the dress and of course can still get a refund from paypal as you cannot prove delivery.

However, it is still early days for 2nd class and even though the buyer is being less than patient I would suggest you stay friendly and helpful but hold out a few more days before you refund. I would normally look to refund in the 2nd week, not in the first week as you currently are.

For standard post (which includes recorded) you can start a claim for loss after 15 working days, but again recorded can make this actually slightly more difficult than non recorded as RM know their system is not working as it should in some areas and may argue that the item has been delivered, but refuse to update online and give you back the 74p that you paid for recorded as they failed to get a signature.

Sally22_2

The only postcodes we validate at Post Office are Parcelforce ones now.

Recorded / Special and Standard Parcel dont get validated anymore, we just type in the Postcode and House name/number and thats it. Wheras before it would come up with the full address which we would select. So thats why it has an 'N'

I preferred the validation of the addresses but apparantly the way it is now saves time...

Crowqueen

lawlorlane wrote: »

Have just spoke to Royal Mail and it hey have said if the correct postcode is on the parcel then it may just be delayed in the system somewhere and I will need to wait 2 weeks before filing a missing parcel claim. If the postcode was wrong then it will be re-directed back to me if my details are on the back....which they are! But this can ake a couple of weeks. I will email the buyer to explain, but what happens if she goes for a refund via Paypal. I wont be happy to refund in case the Parcel does end up being delivered as I will have lost out twice. Dont get me wrong, i have no problem refunding after I can make a claim or get the item back but will Paypal refund anyway if she makes a claim or will they say to wait til the Royal Mail claim date so I can at least guarentee a chance of my money back!? TIA

Just a pointer - you shouldn't leave it too long to refund the buyer as any INR dispute launched will count against you and an RM claim can take longer than most buyers are prepared to hold out. A dispute can be launched fairly early with Paypal in this situation - an eBay dispute often requires you to wait until up to three or four days beyond an estimated delivery date based on your dispatch timing and service average timing. I still wouldn't keep a buyer hanging on until you resolve a claim.

As Soolin says she is rather impatient but that could just be nerves. Personally I never like to judge what I would or wouldn't do until I've been in this situation. If an item is slow in getting to me I usually email after a week asking if the seller got my payment OK, and that usually gets me "hey no probem i'm sorry i posted ur item yesterday i've been on holiday" kind of answer, which is perfectly acceptable by me and usually leads to nothing more than a slight markdown on the dispatch DSR. If any longer or I don't get any contact from them I usually start a dispute after about two weeks, and in eight years eBaying I've only done that once. It's not about sharp talking or being aggressive, it's more that as a buyer I do like to get the item I bought. I know you wouldn't ever dream of talking aggressively to a seller as a buyer yourself, but I don't think it's beyond reason for a buyer to be nervous about spending a lot of money and you need to deal with her queries as if you were reassuring her that her item still should arrive rather than suspicious of her motives.

lawlorlane

Hi, Thanks for all your replies!

I have had Daily contact with the buyer as item has still not arrived. I kept it friendly and let her know that as the seller I wanted her item to arrive as much as she did and she seemed to respond plesently there after. She has now issued a INR through Ebay and would like a full refund. I accept this is fair and will refund her but what would happen if the item was delivered after the refund was issued? Will I still be able to make a claim through Royal Mail? Im put off selling on Ebay now so think bootfairs are the way forward from now on, I know its only one parcel but I never expected such a big deal in lost parcels! Least with a bootfair I know my buyer has recieved the item TIA

soolin

Firstly I can't believe you have got the buyer to wait this long, I think a considerable number of buyers wouldbn be considering negging you about now especially since she has had to go to an INR to get her money. Just refund her, don't hang this out nay longer, unless you keep the buyers goodwill you could easily lose a claim from RM if they randomly choose her to ask about her delivery.

If the item does track to delivery at some point in the future before your claim is paid out then you won't be able to claim from RM (you've gotta love recorded-this is another reason for not using it), however thta is completely immaterial now as all you need to do is refund buyer and worry about everything else later. This is only a big deal because you've made it a big deal, item fails to arrive, seller refunds. No need for daily contact or 'nice' emails all buyer wants is her money which she has had to go to dispute to get.

Out of interest read this thread. OK the seller is way out of line, which isn't the case with you, but it does show how important it is to deal with the buyer and to sort out refunds etc without mucking the buyer around for too long.