Itsm Not Received - I Want A Refund NOW!

the_lunatic_is_in_my_head

If you use the link on the dashboard I believe eBay will look at cases and refunds, if you have more evidence (such as comms from other sellers, feedback, etc) then calling CS and asking this to be included in the report is of benefit.

This doesn't mean report every INR just if you suspect a member has a history of doing so and if it's clear eBay may take action which at the least is banning them from using the Buyer Protection program, at the most suspending them and inbetween, if you are lucky, removing feedback where the buyer is banned from opening a case, you refuse to refund and they leave negative feedback but you'll never know (unless the buyer tells you) whether they can open a case or not.

We've seen one buyer suspended and recently have refused to refund another based on their history.

New members claiming INR can cause suspicion as it seems very unlucky, on the flip side regular buyers will have a more stable relationship with their postman and so might experience less issues.

We've also started checking some addresses on street view and new build flats with security doors means the order goes RD to stop it being left in the hallways. Same with any address with a room number and certain addresses such as large houses in London turned into flats.

Some INR claims are genuine, some are delivered via the buildings delivery point and then stolen by other people living there or passing through and some are buyers after a freebie.

I don't wish to be the judge of my customer's honesty and so can only go on the evidence, such as feedback, their tone may prompt me to look for evidence and the last one who demanded a refund or they'd leave negative feedback had a 3 year history of claiming non-receipt.

mimi1234

Wow. Had another 2 people saying item not received asking me what I will do. I went down the route of apologising and asking them to confirm their postal address. Weirdly enough, got a message off both buyers saying the item has just arrived now. How strange! I didn't think deliveries happened at 1am in the morning in the UK.

CouponWoman

mimi1234 wrote: »

Sold some razor blades on the 28th June and I posted on the 29th. Item has not been received and the buyer wants a refund immediately.

I have tried explaining that I will refund in 21 days and then put a claim in against Royal Mail. Buyer is still not happy. Do I just go ahead and give them a full refund or do I ask them to wait a bit longer?

Could someone please tell me what I should do? The buyer is getting really shouty.

Always check with the buyers sorting office for inr. Phone them yourself and ask them to check if they have the parcel.

Every single time I have had to do this the parcel is either there, been collected from them, or the postman remembers delivering it to them. Only once have I been unable to find the parcel this way and had to send a replacement.

CWxx

soolin

mimi1234 wrote: »

Wow. Had another 2 people saying item not received asking me what I will do. I went down the route of apologising and asking them to confirm their postal address. Weirdly enough, got a message off both buyers saying the item has just arrived now. How strange! I didn't think deliveries happened at 1am in the morning in the UK.

It sound slike you are attracting problems and you need to find out why. It is usually because you have some strange terms and conditions in your auctions, so check out you haven't got any daft statements.

mimi1234

soolin wrote: »

It sound slike you are attracting problems and you need to find out why. It is usually because you have some strange terms and conditions in your auctions, so check out you haven't got any daft statements.

Could you elaborate on any daft statements and strange terms and conditions? I don't think I have any of those!

The statement I put at the bottom of the listing tends to be: "Brand new and sealed in box. Don't bid if you don't want the item. Happy to post anywhere, have a look at the prices. Any questions, just ask. Comes from a pet and smoke free home. Thanks for looking and happy bidding".

I understand that the "don't bid if you don't want the item" is a bit of a booboo, but I am tired of people buying and then changing their minds.

Crowqueen

Those are reasonable terms for a private seller - minus the bit you acknowledge to be a bit problematic - but are you perhaps selling as a business?

If you sell these as a business you have no option but to accept DSR returns on fixed price items (as well as auctions from next year). That means returns for any reason within a fixed period, 7 days after receipt to notify, and an additional period in which to actually return. You'd also need to consider your responsibilities under SOGA, which apply to private sellers as well (description needs to be watertight but you don't have the 'fit for purpose' albatross around your neck).

You would need legally watertight terms before continuing; try here to make sure you are compliant with everything that applies to you. Buyers are increasingly aware of their rights so it's a good idea not to try and swim against the tide.

The 'don't bid...' may be putting people off returning and simply making them claim INR instead. If you have a sensible returns policy, and are happy with the quality of the items you sell, you should have the confidence to put a friendly and approachable returns policy and post unrecorded for buyer convenience. It would put me off buying - it says to me you get a lot of requests to return and therefore the items you sell aren't being described properly or fit for purpose or are a bit rubbish and you're desperate to try and stem the tide.

If you get a lot of returns for one reason or another you need to check the quality of what you are selling, whether it is good value for money, and the quality of your descriptions.

Personally I give a 14-day no quibble return/change of mind policy; it doesn't hurt as I sell books, which are easy to get right as long as you package them properly, but in your case you need to make sure buyers are genuinely happy with what they are getting and have the ability to approach you and get a reasonably understanding reply. You're doing this for mutual benefit between you and the buyer, so you need to put the customer's interests first and things will probably improve as a result.

andrew-hilton

If you have tracking number of your parcel you are safe

lovinituk

andrew-hilton wrote: »

If you have tracking number of your parcel you are safe

Its not always cost effective to send by recorded post - it either eats into your profit or you lose potential buyers who don't want to pay the extra.

theonlywayisup

Could it be your packaging?

Seems very odd to be this unlucky.

mimi1234

theonlywayisup wrote: »

Could it be your packaging?

Seems very odd to be this unlucky.

Doubt it. I always send it in bubble wrapped envelopes and more bubble wrap if the item is valuable.

I get the impression I come across really naive or gulliable in my listings, that's the only thing I can think of.

Thanks again for the information CROWQUEEN. You have helped me so much. I will adjust my statement at the bottom of a listing. Cheers.