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Delivery problem

13

Comments

  • Snowbelle
    Snowbelle Posts: 353 Forumite
    theonlywayisup wrote: »
    Ignore her messages. Has she left much negative feedback?

    Just a couple.
  • theonlywayisup
    theonlywayisup Posts: 16,032 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Hopefully she will leave you alone then.
  • NBLondon
    NBLondon Posts: 5,722 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    So.... If the courier really did make a mistake and delivered to the wrong address - then the OP has just inadvertently ripped off a buyer for not having a porch! It's a messy situation because a genuine buyer could get frustrated with a seller blaming the courier and raise a case plus raising it through PayPal rather than eBay might easily be misunderstanding rather than an attempt to scam.


    What does the OP do if shutl find and return the package?


    Experienced eBayers know that threatening negative feedback is not a good idea - but if this has been going on for a while (the OP chased shutl several times) you can see why it happens. And now a genuine buyer thinks they have been ripped off with no comeback.
    I need to think of something new here...
  • ballisticbrian
    ballisticbrian Posts: 4,002 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    The idea is to get the case shut within eBays timescales but continue to help the customer by liaising with the delivery courier.
    Warning: any unnecessary disclaimers appearing under my posts do not bear any connection with reality, either intended, accidental or otherwise. Your statutory rights are not affected.
  • Sam_Fallow
    Sam_Fallow Posts: 923 Forumite
    Part of the Furniture 500 Posts Combo Breaker
    Snowbelle wrote: »
    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.

    You have the address so a quick check on Google street maps may tell you if this part is at least true.
    I don't like morning people. Or mornings. Or people.
  • Snowbelle
    Snowbelle Posts: 353 Forumite
    Sam_Fallow wrote: »
    You have the address so a quick check on Google street maps may tell you if this part is at least true.

    I've done that - there are no house numbers that can be read and lots of the house fronts are covered by trees.
  • Snowbelle
    Snowbelle Posts: 353 Forumite
    NBLondon wrote: »
    So.... If the courier really did make a mistake and delivered to the wrong address - then the OP has just inadvertently ripped off a buyer for not having a porch! It's a messy situation because a genuine buyer could get frustrated with a seller blaming the courier and raise a case plus raising it through PayPal rather than eBay might easily be misunderstanding rather than an attempt to scam.


    What does the OP do if shutl find and return the package?


    Experienced eBayers know that threatening negative feedback is not a good idea - but if this has been going on for a while (the OP chased shutl several times) you can see why it happens. And now a genuine buyer thinks they have been ripped off with no comeback.

    I will continue to try and sort this out with Shutl and if the parcel is found and returned or deemed lost then I shall refund the buyer.
  • soolin
    soolin Posts: 74,408 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    NBLondon wrote: »
    So.... If the courier really did make a mistake and delivered to the wrong address - then the OP has just inadvertently ripped off a buyer for not having a porch! It's a messy situation because a genuine buyer could get frustrated with a seller blaming the courier and raise a case plus raising it through PayPal rather than eBay might easily be misunderstanding rather than an attempt to scam.


    What does the OP do if shutl find and return the package?


    Experienced eBayers know that threatening negative feedback is not a good idea - but if this has been going on for a while (the OP chased shutl several times) you can see why it happens. And now a genuine buyer thinks they have been ripped off with no comeback.

    I'm afraid this is what happens after eBay revised their idea of what constitutes good customer service. I now automatically protect myself and my account first by using the abay process, and then I help the buyer.

    If item is returned to sender then I would expect any good seller to refund the buyer, just as I would expect any buyer to refund a seller if they get an item after winning an INR.
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.
  • theonlywayisup
    theonlywayisup Posts: 16,032 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Always protect your account first and help the customer after.

    No point having tracking/proof of delivery if you can't rely on it protecting your account. That doesn't mean the buyer has to lose out. A good seller will make enquiries with the carrier and dispute the delivery. Unfortunately eBay cannot do much about sellers which don't help. But there does have to be a system which is the rule and the one we have works well on the whole.
  • Lisbon
    Lisbon Posts: 415 Forumite
    I've been Money Tipped!
    The word 'porch' is pretty loosely used by couriers to describe pretty much anywhere they've left the parcel. Understandable that a buyer who doesn't realise this complains on the grounds they don't have a porch - I would! If you've not done so already, have you asked them to check if there is anywhere else the parcel could have been left such as a greenhouse, wheelie bin(!) etc?
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