Item not received, how long to wait to ask for a refund?

rumncoke

I do try ringing but not always possible to get through & obviously only the buyer is in a position to physically go to the sorting office. I know it is the sellers responsibility to get the item to the buyer but how are sellers meant to do that if buyers aren't in & dont check soting office.

(By the way I have nearly 25000 100% pos feedback in the last 8 years mostly for selling so think that would indicate that my buyers consider me a decent seller)

campdave

chancesare wrote: »

And any decent seller would do this themselves.

I ask buyers to check with neighbours too. Should I do this for them as well?

soolin

rumncoke wrote: »

I do try ringing but not always possible to get through & obviously only the buyer is in a position to physically go to the sorting office. I know it is the sellers responsibility to get the item to the buyer but how are sellers meant to do that if buyers aren't in & dont check soting office.

(By the way I have nearly 25000 100% pos feedback in the last 8 years mostly for selling so think that would indicate that my buyers consider me a decent seller)

If a buyer isn't left a card I don't think there are many who would be prepared to travel to a sorting office, maybe even by public transport to see if there is a parcel there- why should they?

I recently had a lost parcel and actually getting a message from the seller asking me to a) confirm my address, b) check with neighbours and C) go and ask at mail centre was actually quite insulting. A) I know my address thank you, b) am I so stupid I hadn't thought of that? and C) why should I?

Having been in receipt of that message I am now much more careful what I say when responding to enquiries about lost parcels, I hadn't realised how insulting it is to have a seller expect me to run about looking for a parcel.

campdave

I've had several packets turn up at buyers neighbours.

They were happy to get their item, I was happy I didn't have to refund or replace. I will continue to ask my buyers to double check with neighbours.

the_lunatic_is_in_my_head

soolin wrote: »

A) I know my address thank you

You'd be amazed how many don't.

Asking the buyer to check with Royal Mail is pointless as they'll just say they did even if they can't be bothered.

theonlywayisup

the_lunatic_is_in_my_head wrote: »

You'd be amazed how many don't.

Asking the buyer to check with Royal Mail is pointless as they'll just say they did even if they can't be bothered.

Exactly. Which is why as a seller YOU need to be doing this.

If you can't get through by opine you try until you do, after all, if I was your buyer this is what I would have to do. My delivery office is 18 miles away, I wouldn't be popping in, I'd be hitting you with INR and some low stars for comms.

Lunatic, although I quoted your post that refers to the posters above, particularly the "I've got high feedback so must be great" seller.....I'm on a phone and can't see the post now.

Flyonthewall

soolin wrote: »

If a buyer isn't left a card I don't think there are many who would be prepared to travel to a sorting office, maybe even by public transport to see if there is a parcel there- why should they?

I recently had a lost parcel and actually getting a message from the seller asking me to a) confirm my address, b) check with neighbours and C) go and ask at mail centre was actually quite insulting. A) I know my address thank you, b) am I so stupid I hadn't thought of that? and C) why should I?

Having been in receipt of that message I am now much more careful what I say when responding to enquiries about lost parcels, I hadn't realised how insulting it is to have a seller expect me to run about looking for a parcel.

A lot of people who have written their address wrong. I wouldn't be insulted by that, it's easy to make a mistake and not notice when typing and I'd say it's good that the seller is trying to see where things went wrong.

A lot of people don't check with neighbours. A while ago I got some thing from RM about opting out of the postman giving parcels to neighbours when you're not in. So if people have done that and knew it was sent through RM their first thought probably won't be to check with their neighbours.

As for the rest, most people expect to be given a card telling them it couldn't be delivered and if they don't get that they may not think the postman has been and therefore they don't check. They just assume the postman hasn't been.

From a sellers point of view it makes sense to politely check that the buyer has asked neighbours as often they are delivered to them, there's no card and not everyone thinks of it.

As for the last one, well I suppose the seller really should be the one to ring up and ask.

However, my local sorting office is really close. It generally wouldn't be out my way to pop in and I'd have no problems with a seller asking me to do so. I want the parcel after all. It's far less hassle for me to check than the seller. I know this isn't the case for everyone, but what's the harm in the seller asking if you can possibly check your local sorting office?

It's not like they're saying you must drive 20 miles out of your way. If you can't get there you just inform the seller of that or if you think they should ring (or you don't get chance to ring) then ask them to do so. At least the seller has tried to do something by giving suggestions, double checking details and they bothered to reply. It's more than some sellers bother to do.

rumncoke

[QUOTE particularly the "I've got high feedback so must be great" seller.....I'm on a phone and can't see the post now.[/QUOTE]

I did not say that just because I have high feedback that I am a great seller. I was merely pointing out that my buyers are happy with my service and communication. I do occasionally make mistakes as we all do & the way I handle them still ends in positive feedback, even from the few buyers who end up being refunded.

In the last 12 months I have started selling on Amazon. The difference is amazing. Hardly ever get an item not received query and the few I do get, item is awaiting collection. Only had to refund 1 buyer out of nearly 3000 sales.

Buyers also need to take some responsibility -
1. I have had addresses with no house number & checking postcode shows numerous houses so have to await confirmation of address
2. Completely wrong postcode for area. eg Birmingham address with Glasgow postcode.
3. Business address with just name and company when it is a large organisation, & no department given (Local authority)
4. Old address.

I will also check feedback left for others as sometimes it is plain to see that a buyer has a history of items not arriving.

Unfortunately with ebay's reputation as freebay sellers do have to protect themselves as much as possible. It is the way queries are handled that matters (politely & professionally) and my feedback reflects this.

rumncoke

As far as sellers ringing sorting office. So- item confirmed as there so you inform buyer. If you ask for it to be redelivered how do you know they will be in on 2nd attempt, or what if they dont bother collecting after been advised.

I am amazed sometimes at the rudeness of some buyers on their first communication. Politeness costs nothing and can make all the difference to how much a seller will go out of their way to help.

soolin

A lot of people who have written their address wrong. I wouldn't be insulted
by that, it's easy to make a mistake and not notice when typing and I'd say it's
good that the seller is trying to see where things went wrong.

Maybe for a brand new buyer, but seriously, we have threads on here who suggest every single buyer is asked to check their address. My buying account shows a dozen or more purchases a week and feedback well over 1000, did the seller honestly believe I had suddenly run amok and changed my address to a dodgy one?