posted on December 26, 2000 10:50:27 AM new
I need some advice from some or you experienced sellers out there. I mailed the item. Customer claims they didn't receive it. Now what.
Before the customer paid they sent e-mail saying they had overbid on this item by mistake. I had no response to this.
They paid, I shipped
I have my postal receipts that show the item was mailed. The customer wants a replacement.
After several weeks of them sending e-mails every few days they left negative feedback. I kept assuring them item had been mailed and to just wait a few more days.
Now what do I do.
HELP ! ! ! ! !
posted on December 26, 2000 11:15:15 AM new
Good rule of thumb- send insured or with DC anything you can't afford to refund/resend.
It hasn't gotten too far out of hand yet, but claiming you didn't receive an item could spell big problems if it gets out of hand. It will certainly be a huge problem if the customer pays by credit card and you have no proof of delivery. Remember, proof of mailing/shipping is meaningless, that is between the seller and the shipper, you must have proof of delivery.
If credit card buyers ever learn this scam, look out for those who do not have proof of delivery.
posted on December 26, 2000 11:59:45 AM new
So it IS my responsibility to refund the item. Even if I did mail the item. As a buyer I see her point but as the seller.
I SHIPPED THE ITEM
This is am item that usually sold for between $5 & $10 this customer paid $15.00 for the item. I became suspicious when reviewing the case and realized the customer complained about the high cost of the item before she even paid for it.
I guess it is because it is such an inexpensive item, I never get insurance or confirmation, but I DID SHIP THE ITEM how do I know the customer didn't actually receive the item and still wants the refund because they think they were overcharged.
posted on December 26, 2000 12:29:30 PM new
Since the item usually sells for $5 to $10 and you received $15, just send another one with DC and state that on your comments to the buyer's negative feedback. It would probably be cheaper than giving a refund.
posted on December 26, 2000 12:36:39 PM new
I always say "Insurance is extra, and is reccommeded. Once your item has been shipped it is out of my hands." I say this on my about me page, my auction descriptions and my winner notifications. Then I save all post office receipts. If a winners says that the item wasn't received, I refer to my policy. If they choose not to insure, then they take that risk. That way it's not my problem, because I can prove that I sent it.
This works well for me.
I wouldn't refund if I was in your situation. You said that you have the receipts to prove that you shipped it right? They already left you the neg. There's not much more that they could do to you. They could report you to ebay.......but you have PROOF that you shipped it. So ebay wouldn't do anything to you.
posted on December 26, 2000 12:41:35 PM new
I have to agree with the previous respondent--you have proof of shipping (which, contrary to a previous comment, will protect you from a chargeback) and you've already got a negative feedback. If your proof of shipping is a DC slip, tell the buyer (assuming you want to even bother) that you're having the package traced by filing a lost mail claim. Be sure to point out that the PO is very sticky about lost DC packages and that whoever is responsible for the missing package will be charged with mail fraud. One of two things will happen: the package will suddenly appear on the buyer's doorstep (possibly having been there all along) or the PO will find the missing package. Even if your proof of shipping isn't a DC slip, it never hurts to file a lost mail claim when an item you shipped goes missing. Quite often, packages are found sitting in the recipient's PO, waiting for him to pick it up. You can't file a lost mail claim until 30 days after shipment, though.
posted on December 26, 2000 12:45:54 PM new
Mail has been very slow. It all depends when you shipped. Could be arriving right now.
And since you have papers to prove you shipped, scan a copy and Email it to them. Then reply to NEG with "Emailed buyer Shipping Receipt Copy showing date shipped".
If you send another, get a Delivery Confirmation or Return Receipt. (They HAVE TO SIGN with a Return Receipt)
posted on December 26, 2000 01:33:23 PM new
After reading a lot of threads here, I have now built little insurances into my shipping methods. I use DC on everything, 35 cents is cheap peace of mind. I also build insurance cost right into shipping price, I charge no handling charges. I self insure anything under $100.00. I track with the DC until it arrives and as soon as I know it arrived, I email the buyer and tell them,
"I see through the USPS web site that your package has been delivered. I hope it is safe and you are pleased with it."
I only do up to 20 auctions a week so this does not take too much time.
posted on December 26, 2000 02:44:26 PM newrarriffle....Good for you...That's the only way to go!...
I offer Return Receipt at no cost to bidder, and no handling fee. In the end, what goes around comes around, in the shape of "repeat customers".
No lost item, never had a breakage.
posted on December 26, 2000 02:47:15 PM new
"Proof" of shipping will NOT protect you from a chargeback on a CC. A receipt for shipping only shows that you shipped something. It does not prove it was shipped to a buyer - the bottom line is- did the item get to the buyer.
Stating a policy that a buyer must pay for/request insurance doesn't let the seller off the hook for a credit card charge, again, if the item doesn't show up, it is between the seller and the shipper. The way it works with a no signature internet credit card charge, if the item didn't show up or you have no proof of delivery [ not a shipping receipt ], you lose.
[ edited by reamond on Dec 26, 2000 02:48 PM ]
[ edited by reamond on Dec 26, 2000 02:50 PM ]
posted on December 26, 2000 05:04:55 PM new
On expensive items, I dont give my customers a choice. Priority shipping with delivery confirmation is the only way I will ship. On less expensive items, I offer the customer a choice, but if they choose standard USPS without confirmation or insurance, they can not pay by credit card. So far, in two years only one package has gotten lost and it was a priority insured package so I hope the PO will track it down or refund.
posted on December 26, 2000 08:04:02 PM new
timptech,
You already got the Negative, so you should have started this thread prio to that and the information I am offering to you now would have helped.
But for anyone else in this situation, here is the way to take care of this.
Insurance is extra - If a customer does not pay for insurance they are not covered for loss or damage. Make sure this is stated in the auction or EOA emails you send or BOTH.
If a customer did NOT pay for insurance and claims item never arrived - You email the customer explaining any out of the ordinary actions (holidays, late shipping, etc..). You also must keep all your reciepts from shipping all your items to have a fall back.
Your reciepts from the Post office ARE sufficient IF you have reciepts from the Post Offices latest system. The latest Post office system prints out each transaction seperately and provides each transaction with a specific zip code which is proof that you mailed an item to that zip code.
Having this type of reciept, you can email any customer claiming they did not recieve their item yet a scanned copy of this reciept (or provide them with all the pertinant information from their transaction such as date shipped, time shipped, shipping method, weight,etc..).
You can also provide them with the phone number and station number of the Post office you shipped their item from.
As stated by others in this thread, you can also opt to self insure, use DC, or even send refunds. I am merely showing you a way you can provide a good service to those who wish to pay for insurance and provide a cheaper service to those who wish to not insure. The method described above will protect you if your buyers choose not to insure.
But like I said at the beginning, you already got the Neg, so Neg back.
"Buyer Refused Insurance, Item Lost - I have proof of shipment"
posted on December 27, 2000 04:29:30 AM new
Even a zip code receipt will not protect a seller from a credit card charge back. I had a PC monitor shipped UPS, the shipper had the shipping manifest receipt with my entire address on it, but the credit card company reversed the charge because the monitor never showed up. There was no signature of actual receipt of the item. Stating terms of insurance or a buyer declining insurance will not protect against a credit card charge back. Nothing you can state or spell out will circumvent the card holder agreement or the credit card issuers terms of service - once you accept the credit card payment - you have agreed to the CC company terms. As it presently stands with credit cards, it is the vendors sole responsibilty and risk whether the item arrives and to have proof it arrived - proof that the item shipped will not suffice.
I posted in another thread an article showing a credit card was charged back even with a signature for delivery. The card holder did not sign - her boy friend did - she claimed her boy friend made the charge without her permission. Seller lost the item and the money because the charge was fraudulent, the credit card company did not require the item be returned, it was up to the seller to try to get it returned.
[ edited by reamond on Dec 27, 2000 04:39 AM ]
posted on December 27, 2000 04:41:47 AM new
There's not much you can do. I sell tons of under $20.00 items. I offer optional insurance to all of my customers.
Do you know how many items I have on my shelf that have come back because the address the customer has given is wrong?
And then the customer complains!
If you've mailed it you've done your duty. Especially in the bracket you're selling in. As long as you offer the customer insurance.
Anyone that would ship anything large or over $20.00 without a proof of reciept or insurance is asking for trouble whether the customer pays or not.
Sometimes it's better to eat the cost.
Also, if a customer is genuinely polite and responsible it's sometimes worth it to give them another item or offer it to them at half price.
And finally, it's ridiculous for some sellers who sell an odd item every now and again to offer crap opinions to sellers who sell bulk items.
Some of them spend more time on these boards than selling!
posted on December 27, 2000 07:38:51 AM new
Since this buyer has already left you a negative, just move on. You sound like a very honest seller and if you mailed the package, then it's out of your hands. I don't take responsibility for insuring low priced items, unless the buyer chooses it. I would certainly NOT refund. Why not scan in your post office receipt and e-mail it to them just for your peace of mind. I agree with Shoshanah on this one. Leave a polite neutral for this person, saying you have shipped and have recipt. Do not leave a neg for this person. The reason I say this, is because when I am going to bid on an item, I check the feedback. I read all negs, and read the corresponding feedback to those negs (that the seller has left). If anyone else does this, you will only look like the better person by not leaving a neg.
posted on December 27, 2000 10:36:56 AM new
On higher dollar items I insure. On lower dollar items I neither use insurance nor DC. The savings in time and money with each package more than offsets occasional replacements/refunds.
I consider the rare complaint of non-delivery as a cost of business. I replace when possible and refund bid plus postage when replacement is not possible.
I do the same if they are not happy with the item. I do not request the return of low dollar items. I try to respond to complaint emails within minutes of my seeing them with a "sorry for the problem, Yes you can have a refund/replacement".
I find it more productive for me to settle a problem as quickly as possible at some small loss and move on to more productive efforts.
My product line does not seem to attract many problem buyers but I do realize that some categories face a different set of circumstances.
I had a "lost" LP last month. Sent a refund. Got a PayPal payment this past week refunding my refund as the item arrived and the customer noted that the postmark was when I claimed to have shipped.
I have had a few cases where the customer gave me bad vibes. Something they said or the way they said it. I still offer replacement or refund but request the PO Lost Mail form being completed.
I usually say "Sorry for the problem. I will refund/replace as soon as I receive the Lost Mail form which I have put into the mail to you today. I've included an addressed and stamped envelope for speedy return". Never have had one signed and returned.
Something about signing an official form with the warning about false information subjecting a person to Postal Inspectors weeds out bogus claims.
Added bonus is that some of my positive feedback reads "there was a problems with .... but he resolved it to my complete satisfaction"
I'm aware that the overwhelming percentage of sellers have created a huge reservoir of goodwill among buyers through years of excellant service. I benefit from the positive attitude they have created in the trust buyers exhibit when bidding on my items.
The occasional replenishing of that goodwill, even at some small cost of paying a marginal claim, is more than offset by what I gain.
posted on December 27, 2000 12:59:57 PM new
Yes, indeed! I too, am tired of crap opinions.... so, please, keep it to yourself....
Obvbiously, Santa did not deliver that new barb-free personality to that person ...Maybe next year....And a happy new year to you too...
********************
posted on December 27, 2000 04:44:21 PM new
Techiqually, you're screwed. I doubt the buyer pulled one on you for such a small amount; I'm guessing a destroyed label-undeliverable. Cough up a refund, and just add the "loss" to your overhead. Don't replace this item though, they may add further complaints.
Some people have itchy figures when it comes to sending emails and leaving NF. Keep in good contact with them. Generally, if I have second thoughts about someone, I send them an email voiding the sale. It saves me a lot of grief. But when an item is missing, buy some time by saying, "the item may have been misdirected. Give it another five days, then we'll go from there."
posted on December 27, 2000 04:44:35 PM new
1. When seller accepts payment, seller accepts the responsibility to deliver the stuff. Shipping is insufficient.
2. Good sellers fix broken transactions. The very best sellers fix all broken transactions, even when buyer has already left a negative.
3. If a customer does not pay for insurance they are not covered for loss or damage. This might be true if buyer agrees, but it surely doesn't become true because seller puts it in a description or in an end of auction notification. I read these things, and say to myself, "well, I sure don't agree with that".
4. a customer did NOT pay for insurance Then nothing changes. Insurance is for seller's protection, not buyer's.
so, please, keep it to yourself....
...Maybe next year....And a happy new year to you too...