Delivery problem

Snowbelle

I sent a parcel via shutl and it tracks as left in porch. Buyer claiming they have not received and do not have a porch. I have contacted shul several times and their response is that they need to speak to the driver. My buyer has now opened a Paypal case. How do I best respond to this?

Edit to add - they buyer has emailed asking for a refund immediately or they will leave negative feedback.

Brynsam

Chase Shutl (again) and message your buyer to let them know exactly what is going on. There's not much else you can do, I fear - unless someone with more experience has a better suggestion (hopefully they might).

Snowbelle

Brynsam wrote: »

Chase Shutl (again) and message your buyer to let them know exactly what is going on. There's not much else you can do, I fear - unless someone with more experience has a better suggestion (hopefully they might).

I've done all that - the buyer will not accept waiting and has just demanded a refund immediately.

theonlywayisup

Don't worry about feedback it isn't important.

If the status of the parcel says "delivered" it should be ruled in your favour.

Block the buyer now. Respond to the case explaining that you are making enquiries and UPLOAD the tracking information. Ensure it is also added to the order dispatch.

Either of you can escalate the case.

Snowbelle

theonlywayisup wrote: »

Don't worry about feedback it isn't important.

If the status of the parcel says "delivered" it should be ruled in your favour.

Block the buyer now. Respond to the case explaining that you are making enquiries and UPLOAD the tracking information. Ensure it is also added to the order dispatch.

Either of you can escalate the case.

Thanks - do I upload the tracking information into the Paypal resolution centre where it says respond? Should I escalate it now or wait - what would happen if it was not escalated?

You are right about feedback as I would imagine they will leave negative regardless.

soolin

As per the onlywayisup says make sure your tracking showing delivery clearly shows in the dispute, that is enough to win you the case and also prevents buyer leaving feedback.

I tend to contact couriers etc and pro actively assist buyers - but ALWAYS protect my account first by getting a case escalated and closed first. A buyer threatening neg feedback would probably make me assist them in a much more lethargic way.

If the case is open and a tracking confirmation shows delivered live chat eBay and get it escalated and closed immediately. I've had two similar ones recently both were closed within 24 hours of case being opened, one buyer appeared to find the parcel that same day and the other never contacted me again , and it was approx 3 weeks ago now.

Remember to block buyer as well.

soolin

Snowbelle wrote: »

Thanks - do I upload the tracking information into the Paypal resolution centre where it says respond? Should I escalate it now or wait - what would happen if it was not escalated?

You are right about feedback as I would imagine they will leave negative regardless.

Ah, that's a shame if they have opened the case on PayPal and not eBay as I don't think it automatically protects you from feedback. However, phone PayPal now and get the case closed and then if buyer leaves a neg contact eBay and ask them to remove it as you have won a PayPal dispute - they might be sympathetic.

Always makes me suspicious when buyers go to PayPal and not eBay for a simple INR

Snowbelle

soolin wrote: »

As per the onlywayisup says make sure your tracking showing delivery clearly shows in the dispute, that is enough to win you the case and also prevents buyer leaving feedback.

I tend to contact couriers etc and pro actively assist buyers - but ALWAYS protect my account first by getting a case escalated and closed first. A buyer threatening neg feedback would probably make me assist them in a much more lethargic way.

If the case is open and a tracking confirmation shows delivered live chat eBay and get it escalated and closed immediately. I've had two similar ones recently both were closed within 24 hours of case being opened, one buyer appeared to find the parcel that same day and the other never contacted me again , and it was approx 3 weeks ago now.

Remember to block buyer as well.

Thank you. The buyer has opened a Paypal case in the resolution centre - I have the option to either refund or respond. It has not been escalated and she has not opened a case with ebay.
Do I upload the tracking number into the respond box in the Paypal resolution centre or escalate the case with Paypal?

soolin

Snowbelle wrote: »

Thank you. The buyer has opened a Paypal case in the resolution centre - I have the option to either refund or respond. It has not been escalated and she has not opened a case with ebay.
Do I upload the tracking number into the respond box in the Paypal resolution centre or escalate the case with Paypal?

Upload the tracking everywhere you can. Using Shutl on eBay though should have meant it was already automatically uploaded . Add tracking to the payment details and the dispute , that should always be your first action before you worry about anything else.

Snowbelle

soolin wrote: »

Upload the tracking everywhere you can. Using Shutl on eBay though should have meant it was already automatically uploaded . Add tracking to the payment details and the dispute , that should always be your first action before you worry about anything else.

I have responded in the Paypal resolution centre with the tracking number. What should I do now please - escalate the Paypal claim or ring them?

theonlywayisup

Add the tracking info to the ebay dispatch and the paypal dispatch and the case. On the paypal case there will be a box for you to add it.

You should be able to escalate it yourself.

https://www.paypal.com/gb/selfhelp/article/how-do-i-escalate-a-dispute-to-a-claim-faq1677