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View Full Version : She didn't get the package and wants a refund!
AmyKay
05-13-2007, 02:20 PM
Okay, I'm still a new seller on ebay, please tell me what to do:
A lady bought baby wipes from me, I shipped them, total of $30.89 including shipping. She says she never got them. The tracking info from paypal/usps says simply "they were notified to expect a package." So I believe her that she didn't get them. She's very mad now, and demanding a refund right now tonight. I'ts been 2 weeks, which is too long, even for parcel post. My auction listing states "i'm not responsible for items once they leave my hands." And of course, she didn't buy insurance. I really feel I have to refund her money, and then I'm out the $30 AND the items! But it's not worth her leaving negative feedback, is it?
I haven't sold much on ebay, and I can't believe this crap is happening already! Grrrrrrrrrrrrr. I"m very angry with the usps right now.
A lady bought baby wipes from me, I shipped them, total of $30.89 including shipping. She says she never got them. The tracking info from paypal/usps says simply "they were notified to expect a package." So I believe her that she didn't get them. She's very mad now, and demanding a refund right now tonight. I'ts been 2 weeks, which is too long, even for parcel post. My auction listing states "i'm not responsible for items once they leave my hands." And of course, she didn't buy insurance. I really feel I have to refund her money, and then I'm out the $30 AND the items! But it's not worth her leaving negative feedback, is it?
I haven't sold much on ebay, and I can't believe this crap is happening already! Grrrrrrrrrrrrr. I"m very angry with the usps right now.
ReadyToGo
05-13-2007, 05:28 PM
Hi-
I would tell her you have to check it with USPS. You can cc her on your correspondence if you want to. But ask USPS what happened and where your package is? If you have tracking info it should help.
I think if she sees you are working to correct the problem and get her the merchandise she won from you she should simmer down.
Also, check with PayPal and ask them what that means when it says "they were notified to expect a package."
They should be able to help you too. You may be able to find info on their Web site about what to do, or you can call them, they have their number listed on their site. I think it's under Contact Us.
When did she first start telling you she hadn't received it? It could take 2 weeks plus to get to her. Especially now b/c the USPS is working on a rate hike today that will go into effect tomorrow, and I am sure they are backlogged.
Just show her you're proactive and she should be OK. Try to get the merchandise she won into her hands. Not the refund.
HTH
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I would tell her you have to check it with USPS. You can cc her on your correspondence if you want to. But ask USPS what happened and where your package is? If you have tracking info it should help.
I think if she sees you are working to correct the problem and get her the merchandise she won from you she should simmer down.
Also, check with PayPal and ask them what that means when it says "they were notified to expect a package."
They should be able to help you too. You may be able to find info on their Web site about what to do, or you can call them, they have their number listed on their site. I think it's under Contact Us.
When did she first start telling you she hadn't received it? It could take 2 weeks plus to get to her. Especially now b/c the USPS is working on a rate hike today that will go into effect tomorrow, and I am sure they are backlogged.
Just show her you're proactive and she should be OK. Try to get the merchandise she won into her hands. Not the refund.
HTH
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notary_mom
05-14-2007, 08:32 AM
"i'm not responsible for items once they leave my hands" Means just that. Ready2go is right you should check with the post office. I found that printing my shipping labels through paypal made tracking easier. For some reason everytime I send something to N.C. it gets lost (NO IDEA WHY) I always have to track it down and eventually it gets to its destination. I would politely remind her of my policy and advise her that you are currently tracking and as Ready2Go said cc her on all of the correspondance. That is what insurance is for and she could have purchased it.
Good Luck
Good Luck
Pianolady
05-14-2007, 01:14 PM
I'll be the bearer of bad news here. This is what I've learned from the eBay Seller forums:
Unfortunately, ebay and paypal will side with the buyer, and you as the seller are expected to deliver the item period. Insurance is ultimately for the seller, and you are responsible if the item is lost, and responsible for buying insurance. You can put "i'm not responsible for items once they leave my hands." in all your auctions, but ebay and paypal will not back that up and it pretty much means nothing. To them, you are responsible. If you want to try to enforce this rule, only take money orders, no paypal. Then you might have a chance, but you might also lose potential buyers.</font>
If you have a tracking number, I'd continue checking on the package, but USPS is probably a mess right now with all the rate changes, and may just be plain behind. Give it a few more days before issuing any kind of refund, two weeks isn't really that out-of-the-ordinary for parcel post. If for some reason, this was sent to an APO or FPO address, expect a good 6-8 weeks for it to get there.
Also, check the buyer's feedback for signs of fraud or dishonesty. Any time someone demands immediate action, that always raises a red flag for me, especially if this is the first correspondence from this person you have received regarding it being late.
Unfortunately, ebay and paypal will side with the buyer, and you as the seller are expected to deliver the item period. Insurance is ultimately for the seller, and you are responsible if the item is lost, and responsible for buying insurance. You can put "i'm not responsible for items once they leave my hands." in all your auctions, but ebay and paypal will not back that up and it pretty much means nothing. To them, you are responsible. If you want to try to enforce this rule, only take money orders, no paypal. Then you might have a chance, but you might also lose potential buyers.</font>
If you have a tracking number, I'd continue checking on the package, but USPS is probably a mess right now with all the rate changes, and may just be plain behind. Give it a few more days before issuing any kind of refund, two weeks isn't really that out-of-the-ordinary for parcel post. If for some reason, this was sent to an APO or FPO address, expect a good 6-8 weeks for it to get there.
Also, check the buyer's feedback for signs of fraud or dishonesty. Any time someone demands immediate action, that always raises a red flag for me, especially if this is the first correspondence from this person you have received regarding it being late.
heidsz
05-21-2007, 07:40 AM
Yes I agree with the last post. Unless you have a tracking number and it was scanned into the post office paypal will probably side with the buyer. I have had this happen to me already. Now when I print my own shipping labels and take my stuff to the post office I have it scanned in to assure myself there is some sort of tracking. If she files a complaint with paypal, they will let you know that there is a dispute and you have like 10 days or something like that to respond. After so long they will take it out of your paypal account.
Sometimes, even if I know it has shipped but the person did not get it and I can tell by the tracking I would just reimburse her, to save alot of frustration and negative feedback.
Good luck!
Heidi
ebay ID kiddiesnthings
Sometimes, even if I know it has shipped but the person did not get it and I can tell by the tracking I would just reimburse her, to save alot of frustration and negative feedback.
Good luck!
Heidi
ebay ID kiddiesnthings
tunecat
05-22-2007, 01:03 PM
Hi, I am a Power Seller and all these people are mistaken. If you offered insurance and buyer rejrcted it. You can prove that you shipped it(however the tracking number should be registered at the Posy Office cby now. If it's not, is there any way it fell under your car seat on the way to ship?). Always save postal receipts! But the bottom line is, If you can prove you shipped and insurance was rejected by the buyer. Your responsibility is over. Let her open a disputer. You will win.
heidsz
05-22-2007, 01:23 PM
I also am a seller with over 1100... if you have a tracking number you can prove that it was sent, but you have to have the number. That is basically what I said in my last post.
I also suggested when printing your own labels to have the post office scan it in so it shows that it started from your destination. Many times if you just drop boxes off they don't scan it in, it gets scanned when delivered. Just some things that I have learned from over the years. Good luck!
I also suggested when printing your own labels to have the post office scan it in so it shows that it started from your destination. Many times if you just drop boxes off they don't scan it in, it gets scanned when delivered. Just some things that I have learned from over the years. Good luck!
aprildain
05-22-2007, 02:48 PM
Hello,
I had a lady that purchased a skirt from me last month. 3 weeks later
she emailed me and said she never received it. I checked the delivery
confirmation number and it had not been delivered.
I called the toll free number for USPS, and I spoke to a very rude
woman that told me at first nothing could be done. Then she told me I
could file a lost mail form, but that it's really for their records.
That they do not check to see where the item is or anything.
This really upset me.
It used to be if you had to file a lost mail form, they would send
something along the route that your package would go. Now I have been
informed that basically all they do is file it.
So I sent the buyer a refund. Neither she nor I have ever received the package.
I had a lady that purchased a skirt from me last month. 3 weeks later
she emailed me and said she never received it. I checked the delivery
confirmation number and it had not been delivered.
I called the toll free number for USPS, and I spoke to a very rude
woman that told me at first nothing could be done. Then she told me I
could file a lost mail form, but that it's really for their records.
That they do not check to see where the item is or anything.
This really upset me.
It used to be if you had to file a lost mail form, they would send
something along the route that your package would go. Now I have been
informed that basically all they do is file it.
So I sent the buyer a refund. Neither she nor I have ever received the package.
AmyKay
05-22-2007, 05:50 PM
Well, she did finally get the package after 3 weeks. She even sent a note to thank me for my good communication and she left positive feedback. I'm anxious to see those stars, though.
Thanks for all the advice, everyone! I've learned a lot.
Thanks for all the advice, everyone! I've learned a lot.
sojourn_fan
05-22-2007, 07:29 PM
I'm glad it worked out for you.
Kiotegirl
05-28-2007, 12:44 PM
One thing I do when I send something to a buyer is always have a return receipt on the package so they have to sign for it. This wasthe postmans idea on my first ebay shipment, as he has been an ebay seller for years. So I add that into my shipping cost from now on.
Glad things worked out for you.
Here are a few things I have learned in my short time of selling:
Communication with your buyers is a key factor for any problems that may happen.
Ship items out ASAP, I try to ship as soon as I receive payment or if I take money orders as soon as it clears my bank.
As for insurance I think if it something of a lot value then I would or don't spend the money they paid for the item so you will have the money to refund if need be.
And make sure to charge enough for shipping. This includes the shipping products you used to send it, the box, wrap, peanuts, tape, postage, etc.
Some once told me to charge for my time in my postage to especially if I want to make this my career. I laughed and she said no really. She said if you order something from a company they have workedthe shipping, advertising, accounting, and order departments time into the price of the item and shipping. I thought yeah she is right.
Some people complain of the shipping costs, but they need to realize these costs are legit, it covers your shipping department costs. Okay, not all the ones you see on ebay is legit, but most are.
Yes, if you sell on ebay you might as well say you have a shipping department at home. LOL!!! I use to have a shipping dept closet now I am turning my spare room into my auction room to hold my items for sell, shipping supplies, and a older computer so all my ebay stuff will be on that computer only.
Again glad things worked out for you!
Happy selling!
Glad things worked out for you.
Here are a few things I have learned in my short time of selling:
Communication with your buyers is a key factor for any problems that may happen.
Ship items out ASAP, I try to ship as soon as I receive payment or if I take money orders as soon as it clears my bank.
As for insurance I think if it something of a lot value then I would or don't spend the money they paid for the item so you will have the money to refund if need be.
And make sure to charge enough for shipping. This includes the shipping products you used to send it, the box, wrap, peanuts, tape, postage, etc.
Some once told me to charge for my time in my postage to especially if I want to make this my career. I laughed and she said no really. She said if you order something from a company they have workedthe shipping, advertising, accounting, and order departments time into the price of the item and shipping. I thought yeah she is right.
Some people complain of the shipping costs, but they need to realize these costs are legit, it covers your shipping department costs. Okay, not all the ones you see on ebay is legit, but most are.
Yes, if you sell on ebay you might as well say you have a shipping department at home. LOL!!! I use to have a shipping dept closet now I am turning my spare room into my auction room to hold my items for sell, shipping supplies, and a older computer so all my ebay stuff will be on that computer only.
Again glad things worked out for you!
Happy selling!
Kenna
05-28-2007, 05:22 PM
"i'm not responsible for items once they leave my hands" Means just that. Ready2go is right you should check with the post office. I found that printing my shipping labels through paypal made tracking easier. For some reason everytime I send something to N.C. it gets lost (NO IDEA WHY) I always have to track it down and eventually it gets to its destination. I would politely remind her of my policy and advise her that you are currently tracking and as Ready2Go said cc her on all of the correspondance. That is what insurance is for and she could have purchased it.
Good Luck
Sorry off topic but my dad mailed me something w/insurance to NC and YEP, it got lost. We were able to track it (it was a camera) that it left CA and went to NC but that was the last trace of it....
glad she got her package.Edited by: Kenna
Good Luck
Sorry off topic but my dad mailed me something w/insurance to NC and YEP, it got lost. We were able to track it (it was a camera) that it left CA and went to NC but that was the last trace of it....
glad she got her package.Edited by: Kenna
