Buyer opens not received case, then no response!

goodfella66

Had a buyer open a not received case on 14th July. I responded immediately being apologetic and just asking them to confirm their address so I can check that it went to the correct address...no response!

2 days later sent them another message asking the same question stating that they may not have seen the original message..no response!

Yesterday, sent a message asking whether they have received the item...no response!

The case can be upgraded to Ebay on the 21st July and I was wondering what I am supposed to do with the lack of communication from the buyer. Has anyone been in the same position and what did they do? I don't want an Ebay black mark but for all I know the buyer might have received the item by now and is just to lazy/arrogant to close the case or have the good manners to respond.

The item was sent regular post as it is only £5 in value.

theonlywayisup

I dislike buyers like this but there isn't a lot you can do if they don't respond.

Have you checked the address is a valid one - if it isn't you can work to get your buyer Naru'd.

Use the "find contact info" and get the buyer's telephone number. Give them a ring it may nip their conscience.

Ultimately if you don't hear from the buyer by the escalation date you need to refund BEFORE then - assuming you don't have proof of delivery.

theonlywayisup

Have a look at Click and Drop - or Ebay postage. Both now offer free proof of delivery with the RM 2d barcodes on parcel services.

goodfella66

Thanks. I thought I'd have to refund. I just find it very frustrating and it raises my concerns in relation to the honesty of the buyer when they're not even civil enough to respond and correspond. I've obviously barred them from any future purchases.

Does the Ebay postage offer proof of delivery? I have sent using that in the past but the non-signed for options used to offer proof of postage but wouldn't offer proof of delivery.

theonlywayisup

goodfella66 wrote: »

Thanks. I thought I'd have to refund. I just find it very frustrating and it raises my concerns in relation to the honesty of the buyer when they're not even civil enough to respond and correspond. I've obviously barred them from any future purchases.

Ring them, it is surprising how that can make people recall the delivery. I would pull their details as above (they get an eBay message from eBay saying the request has been made and gives yours and their contact info), follow it up with a message that you have tried to ring and will try again (even if you don't).

goodfella66 wrote: »

Does the Ebay postage offer proof of delivery? I have sent using that in the past but the non-signed for options used to offer proof of postage but wouldn't offer proof of delivery.

The new 2D barcodes were rolled out in the last few months and have been integrated into Ebay and Click and Drop. It is free and as long as the label has the 2d barcode on you will given a proof of delivery number. You can use the number in the track and trace section of RM, although it isn't tracking, it is scanned on attempted delivery/delivery so you can see if it was delivered. It is good enough for INR.

As far as eBay postage is concerned it isn't on all. I don't use it so cannot tell you which it is on. Hopefully someone who uses it will be able to confirm.

Have a look here http://www.royalmail.com/labelstogo it means you don't even have to print your own label as the delivery office you opt for will do it for you using their Zebra printer. It will have proof of delivery scan.

soolin

As has been said the buyer is under no obligation to respond and many buyers find it a bit insulting to be asked if they are sure the address is correct, I had one a few months back- my buying account has over 1000+ feedback, seller was on less than one hundred and only responded to me when I opened a case and then all he wanted me to do was to confirm 'formally' that my address was correct and that I had asked all my neighbours and checked in my outbuildings. The tone of the response suggested he thought I was lying, so although I did not need to respond I thought I would just to be polite and responded with 'all checked thank you and not received' only to get another response insisting I actually confirmed address etc.....that one timed out and was escalated and seller was quite unpleasant about it.

I know we always suggest on here to check that buyers address is correct, but do remember, that they do not have to bother responding.

Theonlywayisup

As far as eBay postage is concerned it isn't on all. I don't use it so cannot tell you which it is on. Hopefully someone who uses it will be able to confirm.

It is on all parcels 1st or 2nd class but not routinely on large letters yet.

goodfella66

Thanks theonlywayisup. I've gone and got the details.

Soolin, thanks for your reply. I understand that buyers have no obligation to respond but if an item hasn't arrived surely it is smoother and normal human behaviour just to reply and get the matter sorted, rather than open a case and then hide behind it. My inital message was apologetic and not accusing at all and if they had responded they would have had their money back immediately. My last message was just asking whether they had received the package yet but still no response. Even just a monosyllabic "no" would have triggered a refund. I don't understand why they just can't reply!

goodfella66

I've got the contact details and, even without contacting her, I'm pretty certain what is happening here.

The eBay contact details are Hucknall in Notts, the item was sent to an address given by Ebay in Durham. Bearing in mind the time of year, I have checked the address in Durham and it looks very much like properties let to students and I suspect when she purchased the item, she had moved back home at the end of the student year, but hadn't changed the address in Durham back to the Hucknall one. I'm pretty certain she realises this, hence the lack of communication and she is hiding behind the Ebay buyer protection ready to press the button and get her money back. Very dishonest and snidey in my opinion.

Extremely annoying but I presume there is not a lot I can do!

Rosemary7391

If you've got a return address on the parcel it might find a way back to you eventually if it's been delivered to an empty house. Or to the buyer, if she has left contact details with the landlord or the new tenants. She might be in Durham currently though - summer projects happen. Not nice if it's as you suspect though.