Courier Cost Cutting Feedback/Discussion thread

soolin

Fenris wrote: »

Having recently gone through this myself (well, it's ongoing at the moment) if it's something you've sent as an eBay item, get the buyer to do it! Honestly, it saves you all kinds of hastle. Technically, once a parcel's in the hands of the delivery company it ceases to be your property, ergo, ceases to be your problem. I tried to be helpful to an eBay buyer over this printer business and she's gone out of her way to be catty about it! Like, I don't have enough to deal with without her on my back every five minutes? People just don't sem to understand that it takes longer than 2 weeks for claims to be delt with.

Give them all the details and tell them they have to claim is my advice. Not nice, I know, but the way people are today it's the only way to stay stress-free!

Unfortunately of course your own opinions do not outweight the paypal terms and conditions that mean that a buyer WILL get a full refund, including post and packing, if you can't prove online using a paypal accepted postage method that they have received and signed for the goods. The buyer also does not have to wait for the seller to get a refund before they are paid out.

dawn1

thanks everyone
i have been in touch with ppe and they are emailing me a claim form , it is me that has to do the procedure ,

i have to get the buyer to send me photos of the damage and the packaging and i have to send them a copy of the ebay listing/sold page , so they can compare and see the costs ,

the thing is it is only a very low cost item total including p+p was £10.99 and he has told me that it has the same damage as the one he is replacing , so i am thinking that he is trying it on to get a brand new replacement , and with the evidence they want that wont happen :rolleyes:

the thing i find strange is he hasnt asked me for a refund, which i would have no problem with if he returned the damaged item

custardy

Fenris wrote: »

Having recently gone through this myself (well, it's ongoing at the moment) if it's something you've sent as an eBay item, get the buyer to do it! Honestly, it saves you all kinds of hastle. Technically, once a parcel's in the hands of the delivery company it ceases to be your property, ergo, ceases to be your problem. I tried to be helpful to an eBay buyer over this printer business and she's gone out of her way to be catty about it! Like, I don't have enough to deal with without her on my back every five minutes? People just don't sem to understand that it takes longer than 2 weeks for claims to be delt with.

Give them all the details and tell them they have to claim is my advice. Not nice, I know, but the way people are today it's the only way to stay stress-free!

as a buyer,after paying you to supply and deliver goods
why the hell would i be dealing with claims with couriers?
your dreaming if you think thats a good selling service

Fenris

custardy wrote: »

as a buyer,after paying you to supply and deliver goods
why the hell would i be dealing with claims with couriers?
your dreaming if you think thats a good selling service

If I were a business I'd agree with you. As it is I've just sent two items via DHL, both of which have arrived damaged. I've taken it upon myself to deal with the claim process, but after the earbashing and general distain I've received from one of these buyers I refuse to do it in future. I fail to see why I should spend my time trying to sort problems that weren't caused by me only to be treated like their personal lacky! I did not damage the goods, so why is it always assumed that the seller (who, as I've already stated, isn't a business, but an individual simply selling on unwanted goods) has to instigate and go through the whole claims process for the buyer? These items were in perfect condition when I sent them and they were damaged upon receipt. At the end of the day what proof do I, as a seller, have that the buyer decided they didn't want the item and didn't want to pay to return it, so damaged it themselves? None. So, before you start mouthing off at someone, perhaps you should consider all the facts first, eh?

If you look around eBay you'll notice that more and more sellers now say that once the item has left their hands they will no longer be responsible for that item. This is actually a good point, as legally, once you deliver an item to the Post Office, or DHL etc put it in their van, it's no longer the sender's property.

And, as a side note, all the items I sell are inclusive of P&P, so it's not like the buyer has actually paid me for the service!

I'm a good seller with good feedback and my policy is of good customer service, even though I'm just flogging off my old stuff. But when buyers start taking the mick that's when I draw the line.

You can think what you like, I don't care. I know I do my best to deliver a good service. Unfortuantly, going well out of your way to do so isn't enough for some people.

custardy

fair enough,however with that(and the sellers with silly clauses) attitude your negs & pp disputes will prove otherwise
if i met the same response from a seller i would be straight into PP
expecting undamaged goods is hardly 'taking the mick'?
what 'facts' havent i considered?

Tim_Deegan

Fenris wrote: »

If I were a business I'd agree with you. As it is I've just sent two items via DHL, both of which have arrived damaged. I've taken it upon myself to deal with the claim process, but after the earbashing and general distain I've received from one of these buyers I refuse to do it in future. I fail to see why I should spend my time trying to sort problems that weren't caused by me only to be treated like their personal lacky! I did not damage the goods, so why is it always assumed that the seller (who, as I've already stated, isn't a business, but an individual simply selling on unwanted goods) has to instigate and go through the whole claims process for the buyer? These items were in perfect condition when I sent them and they were damaged upon receipt. At the end of the day what proof do I, as a seller, have that the buyer decided they didn't want the item and didn't want to pay to return it, so damaged it themselves? None. So, before you start mouthing off at someone, perhaps you should consider all the facts first, eh?

If you look around eBay you'll notice that more and more sellers now say that once the item has left their hands they will no longer be responsible for that item. This is actually a good point, as legally, once you deliver an item to the Post Office, or DHL etc put it in their van, it's no longer the sender's property.

And, as a side note, all the items I sell are inclusive of P&P, so it's not like the buyer has actually paid me for the service!

I'm a good seller with good feedback and my policy is of good customer service, even though I'm just flogging off my old stuff. But when buyers start taking the mick that's when I draw the line.

You can think what you like, I don't care. I know I do my best to deliver a good service. Unfortuantly, going well out of your way to do so isn't enough for some people.

It was you who sold the items inclusive of p&p, so you did charge for postage and packaging. It was also you who contracted the courier to deliver the goods. So it is you who has to sort out the claim I'm afraid.

If you don't want to sort out claims then tell your customers that they will have to sort out the postage.

Tim_Deegan

soolin wrote: »

Unfortunately of course your own opinions do not outweight the paypal terms and conditions that mean that a buyer WILL get a full refund, including post and packing, if you can't prove online using a paypal accepted postage method that they have received and signed for the goods. The buyer also does not have to wait for the seller to get a refund before they are paid out.

Paypal's policy is actuallly illegal, and is just used as a loophole to get out of paying out under their seller protection policy.

soolin

Tim_Deegan wrote: »

Paypal's policy is actuallly illegal, and is just used as a loophole to get out of paying out under their seller protection policy.

Illegal or not (and I hadn't heard that rumour) it doesn't alter the fact that if the buyer claims an item has arrived damaged then they are extremely likely to get a refund with no question from paypal/the seller. Silly terms and conditions about not being held responsible just show a lack of customer regard.

You have posted that you go to a lot of trouble to deliver your own items as you could not rely on couriers, so you obviously like to offer customers a good honest service that you take responibility for, and that is excellent service in my eyes.. If it was all up the buyer then surely you would have stayed with couriers regardless of the condition they delivered the stuff in?

Tim_Deegan

soolin wrote: »

Illegal or not (and I hadn't heard that rumour)?

Yes, I actually had a solicitor chomping at the bit to take on Paypal after they said that a bed that we delivered wasn't covered under their seller protection policy because we didn't use a courier with on line tracking. We actually delivered the bed using our own transport, so in effect actually took our shop to the customers door. This is obviously a far more secure method of delivery.

The customer actually paid through paypal, then paypal took the money back after we had delivered. We are still trying to recover the money more than 2 years on.

soolin wrote: »

it doesn't alter the fact that if the buyer claims an item has arrived damaged then they are extremely likely to get a refund with no question from paypal/the seller. Silly terms and conditions about not being held responsible just show a lack of customer regard.?

Very true.

You also need to consider that if the claiming is left to the buyer, and it turns out to be a fraudulent claim, then you could be black listed by the courier.

soolin wrote: »

You have posted that you go to a lot of trouble to deliver your own items as you could not rely on couriers, so you obviously like to offer customers a good honest service that you take responibility for, and that is excellent service in my eyes.. If it was all up the buyer then surely you would have stayed with couriers regardless of the condition they delivered the stuff in?

Maybe......unless the seller didn't package the items properly.

wheresmydoshat

reg. prepaid parcel worldwide express....

i have used them about 10 times, and not had any problems apart from once where an international delivery was not collected.

find their customer service pretty good, they respond to emails, and seem on top of things when i need to speak with them.

the dhl driver i have is very good, and tries to make sure he is within the times that i am available, although it would be nice to be a little more specific about times in general.

only thing i've found annoying is i had to open a new account just to have a 2nd collection address, as sometimes the address u enter on the booking form was not being used, just my address i originally registered with.

until they muck me about i will stick with them. i see no reason to go elsewhere at the moment.